Manager Customer Service
Resume:
Kristina Andaya
**** *. ******* ***** ******* #**0 Henderson, NV 89012
Experience
Owner-Success Office Solutions
Executive Office industry – Customer Service
December 2007– Present (4 years)
Virtual Assistant Services for Small Business Owners
Marketing Specialist-Glenview State Bank
Privately Held; 201-500 employees; Banking industry
November 2005– October 2008 (3 years)
Plan and implement marketing lists to retain customers through direct mailings
Plan and implement marketing lists to reach out to potential customers in our area
Respond to customers interested in our products and services via phone and email
Able to assist customers in choices between products through calculations, comparisons and special rate offers
Complete loan applications including, personal loans, auto loans, Home Equity Loans/Lines of Credit, Mortgages
Follow through directly with customers and non-customers regarding special offers that are mailed to them via phone and email
Track customer response to multiple direct mailings
Develop, monitor, organize, and update the intranet site, INFO Banker
Maintain weekly Mortgage rate surveys
Update weekly CD rate comparison survey
Answer phones in Teleservicing
Log and calculate all data for the company internal referral program
Monitor, organize and track my personal auto loan and Home Equity campaigns developed for a specific target group. Loan volume reached $1.1 million.
Teleservicing Representative- Glenview State Bank
Privately Held; 201-500 employees; Banking industry
October 2004– October 2008 (4 years 1 month)
Able to assist customers in choices between products through calculations, comparisons and special rate offers
Complete loan applications including, personal loans, auto loans, Home Equity Loans/Lines of Credit
Respond to customer questions including, balances, payoff quotes, HOME Banker assistance
Process loan payments, update CD renewals and reverse charges when needed
Assist customers with HOME Banker conversion
Assist customers with ATM and debit card transactions including fraud.
Call Center Supervisor-Silver State Schools Credit Union
December 2003– October 2004 (11 months)
Assist in training employees in Call Center functions.
Assist in scheduling staff to meet load of member calls
Assist members with account balance information, balance transfers and loan information
Educate potential members by providing account disclosure information, loan products and special offers the credit union has to offer
Assist with employee performance standard reviews as required
Monitor calls to ensure call center representatives follow credit union policies and procedures
Managing customer complaints and resolving problems
Assist in collecting and calculating performance data
Branch Manager -Silver State Schools Credit Union
April 2000– December 2003 (3 years 9 months)
Complete employee standard reviews
Train new staff in all Financial Service Officer functions
Implement staff sales training to increase customer base
Complete weekly and monthly sales meeting with staff and individual employee to show areas of success and areas that need improvement
Calculate all branch sales data for regional manager
Ensure a positive atmosphere among staff and management
Execute all branch audits to comply with credit union policies and procedures
Manage customer complaints and resolve problems
Close loans including, Home Equity products and auto loans
Education
Oakton Community College
Associates 1994 – 1996
National-Louis University
Bachelors Degree, Behavioral Science
Recommendations for Kristina
Owner - Success Office Solutions
“Kristina has become an invaluable part of The Business Fox team. She has steadily increased her contributions to our clients. Her work caliber is high, her work ethic outstanding, and her professionalism is excellent” Top qualities: Great Results, Personable, High Integrity Nancy Fox , hired Kristina as a Virtual Assistant in 2010, and hired Kristina more than once
“Kristina is the person to count on when you need something important done right and done quickly. She cheerfully completes the projects I give her quickly and with excellence. I highly recommend her.” Top qualities: Great Results, Personable, Expert Amy Savin, hired Kristina as an Executive assistant in 2009, and hired Kristina more than once
“Kristina has been a huge asset to my company. She is reliable, easy to work with and works independently. I have been able to rely on her for a multitude of projects covering things such as accounting, copy editing, clients contacts as well as many other services and she has never let me down. I recommend her without hesitation.” Top qualities: Great Results, Personable, Good Value Kim Clinkunbroomer, hired Kristina as a Business Consultant in 2004, and hired Kristina more than once
Branch Manager-Silver State Schools Credit Union
“Kristina was a very knowledgeable and organized manager. Whenever I needed an accurate assessment of current challenges facing the front office, I went to Kristina. Kristina and her branch were continuously utilized as the model for how all branches should handle various "outside the box" situations. It was also at Kristina's branch where a member of a Nigerian crime ring that had been defrauding the credit union through other branches was recognized and stalled long enough for authorities to arrive. The credit union was never bothered by the group again. I highly recommend Kristina Andaya for any and all tasks. Her high standards and attention to detail generate results that always exceed expectations.” James Houston, Risk Management Officer, Silver State Schools Credit Union worked with Kristina at Silver State Schools Credit Union
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