Customer Service Representative

Arlene Esparza

**** ******** **., *** *******, TX 78219, 210-***-****

Objective: To utilize my customer service skills and knowledge for the benefit of both my employer and myself.

Summary:

Background includes eleven years of banking and customer service experience; uploaded and downloaded Federal Reserve ACH files from a secured website; processed ACH Returns; processed deposits and loan payments; developed reputation as a detail-oriented, hard-working individual; quickly learned new job skills and tasks; and established excellent working relationship with supervisors and co-workers.

Education:

San Antonio College 1/91-5/94

Associates in Applied Science in Advertising Art

Achievements:

• Promoted many times during eleven years of excellent service for the bank.

• Awarded employee of the month by the bank for hard work and dedication.

• Received Honorable Mention Award in Toudouze Logo Design competition at San Antonio College.

• Worked on the creative team to promote on-campus Leukemia blood drive for South Texas Regional Blood Bank.

• Created new logo for Chicanos in the Arts at San Antonio College.

• Designed invitations for annual event for San Antonio based, non-profit organization, Habitat for Humanity.

Employment:

Customer Service Representative 12/11-present

MMC Group Inc., San Antonio, TX

Handled various inbound calls on debit card on projects for food stamp benefits, social security benefits, child support benefits, tax refund, and unemployment benefits for customers across the continental United States. Received training in handling dispute transactions and possible fraud cases.

Documentation Specialist

Farm Bureau Bank, San Antonio, TX 11/99-10/10

Prepared title packets to perfect liens on vehicles. Imaged and scanned all incoming and outgoing documents per banking regulations. Cut Lien and Loan disbursement checks. Processed “Guaranty of Title” letters to insurance companies on vehicle insurance claims and verified completion of repairs on vehicles with insurance claims. Promptly filed all perfected titles. Processed un-posted loan payments. Uploaded and downloaded Federal Reserve ACH files from a secured website; processed ACH Returns; processed deposits and loan payments. Prepared end of day cash letters to create file transferred to the Federal Reserve through a secured website; analyzed and transmitted the Check 21 file directly to the Federal Reserve via secured website. Operated Item Processing machine to encode, endorse and process deposits and loan payments. Processed check books and Debit cards orders; Posted credit card batch payments and balance transfers on a daily basis. Researched and pulled credit card statements. Prepared and documented procedures for various duties as needed in order to cross train other individuals for back up support. Provided back up support when necessary and performed other duties as assigned.

Customer Service Representative

Initial Talent Tree, San Antonio, TX 10/98-11/99

Handled inbound calls to provide customer assistance in order taking for a mail catalog service and also, worked various assignments as needed.

Customer Service Representative

Manpower, San Antonio, TX 11/96-11/99

Handled inbound calls to provide customer assistance and information necessary for enrollment into appropriate long distance savings plan. Assisted customers with floral selections for a nation-wide call center. Worked various assignments as needed.

Freelance Graphic Artist 08/94-11/96

Designed billboards, newsletters, and other projects for various clients. Layout of medical posters for annual event held at medical conventions.

Graphic Artist

Texas T-Shirtery, San Antonio, TX 03/94-08/94

Created t-shirt designs according to specs. Printed color comps for lient approval of design. Produced camera-ready art utilizing a flatbed scanner and CorelDraw software. Set-up and test printed designs for printing approval. Operated and maintained computer, laser printer, flatbed scanner and camera equipment on weekly basis.

Educational Student Support Technician III

San Antonio College Job Placement Program, San Antonio, TX 10/91-11/93

Created flyers for on-campus interviews, job fairs, and job notices of employment opportunities to be posted throughout the San Antonio College campus. Entrusted to supervise and maintain office efficiency during afternoon shift. Conducted annual survey throughout the San Antonio business area to obtain prospective employment availability. Maintained and updated employers’ addresses and job listing information.

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