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Professional Summary

Motivated experienced professional well-versed in, customer relationship, underwriting and banking. Competent individual bringing a wealth of experience in compliance and analyzing levels of risk in credit. Offering excellent time management and interpersonal skills and a desire for all open opportunities.

Skills
  • Advanced clerical knowledge
  • Consumer banking specialist
  • Compliance, banking laws and regulations
  • Financial analysis
  • Night and safe deposit procedures
  • Goal-oriented
  • Self-sufficient
  • People-oriented
  • Friendly
  • High level of accuracy
  • Revenue generation
  • Relationship management
  • Verbal/written communication
  • Business development expertise
  • Project management
  • Flexible team player
  • Excellent communication skills
  • Excellent managerial techniques
  • Process improvement
  • Customer service awareness
  • Course planning
  • Client account management
  • Effective leader
  • Staff training/development
  • Consistently meet goals
  • Efficient multi-tasker
  • Conflict resolution
  • Deadline-oriented
  • Organized
  • Excellent attention to detail
  • Expert in customer relations
  • Quality assurance and control
  • Risk management
  • Finance background
  • Sales background
  • Team leadership
  • Inspection reviews
  • Credit risk
  • Data analysis
  • Credit programs
  • Lending regulations
  • High risk account reviews
  • Commercial and consumer clients
  • Credit decisions
  • Self-motivated professional
  • Verbal and written communication
  • Risk assessment
  • Superior attention to detail
  • Credit adjustments
  • Risk advisory
  • Customer service
Work History
Credit Analyst, 09/2017 to 11/2018
TD Auto Finance Farmington, MI
  • Contacted customers and requested financial documentation.
  • Controlled credit exposure by providing financial order management support to minimize risk and obtain timely payment.
  • Assessed credit risk and analyzed financial statements.
  • Analyzed customer data, including financial statements, to determine the level of risk involved for extending credit.
  • Complied with internal controls and government regulations.
  • Followed up with customers to collect information and verify details.
  • Analyzed credit application and credit bureau to determine credit worthiness. 
  • Discovered major instances of fraud, and fraudulent bureaus .
  • Accessed credit records to evaluate customer histories.
  • Gathered loan documentation for underwriting.
  • Researched topics and completed due diligence to resolve issues in a timely manner.
  • Review 50- 80 applications on a case by case basis to determine financing decisions. 
  • Work hand and hand with funding department to ensure compliance and accuracy. 
  • Recognized for high production and high compliance percentage.
  • Performs in‐depth analysis, investigation and decisions on retail and lease credit applications based on the company risk policy and 4 C's of credit and then educate and communicate decisions to appropriate dealers and business clients.
Compliance Analyst, 07/2016 to 07/2018
AMC-First Farmington Hills, MI
  • Provide detailed quality review and analysis of mortgage loans, provided by vendors, according to FNMA, FHLMC, HUD guidelines.
  • Ensure that quality and performance guidelines are met and that the conclusions reached in the report are supported.
  • Conduct vendor investigations based on client complaints and issues found through our quality control program.
  • Communicate the findings of investigations to vendors and clients and work toward a timely and effective solution.
  • Ensure quality of work provided by vendor panel and counsel vendors to understand underwriting criteria needed to meet specific client guidelines as established.
  • Experienced with Trid and federal lending guidelines.
  • Collaborated with the compliance department to eliminate procedural errors and margin breaks.
  • Trained and directed 12 new hires during department orientations.
  • Audited financial services clients, including banks and direct lending companies.
Senior Personal Banker, 01/2015 to 01/2016
Citizens Bank Berkley, MI
  • Manage clientele personal and business relationship accounts.
  • Open new relationship accounts.
  • Advised clients on how to structure financial profile.
  • Originate all lending and financing options.
  • Handle all clientele inquiries, complaints, and concerns.
  • Oversee Corporate and Business Clientele Profiles.
  • Arrange lending and financing transaction for Corporate and Small Business Clients.
  • Recognized for consistently exceeding quarterly goals for units and revenue.
  • Ranked in top 10 for generating overall revenue in district.
  • Advised clients on mortgage, educational and personal loans.
Retail Banker, 05/2014 to 04/2015
Flagstar Bank Detroit, MI
  • Oversee branch daily operation and maintenance.
  • Audit teller and staff monetary limits.
  • Audit ATM Machine daily monetary limits and maintenance.
  • Work hand in hand with Corporate Security for fraud preventive measures.
  • Train new staff and tellers on cash transactions and system operations.
  • Perform all account opening functions for personal and business clients.
  • Handle all financing options for all business and personal clients.
  • Recognized for exceeding monthly goals consistently for 10 consecutive months.
  • Advised clients on mortgage, educational and personal loans.
Jr Underwriter, 02/2013 to 07/2013
Citifinancial Ann Arbor
  • CitiFinancial, Ann Arbor MI.
  • Analyze income, liabilities, assets and credit for FHA, VA Government and Conventional loans.
  • Verify all income, tax returns, W2's 1040's paystubs and self- employment documentation.
  • Validate accurate title clearance, all liens tax information insurance coverage.
  • Confirm credit report accuracies for open and closed trade-lines tax liens judgements court orders levy's and collection accounts.
  • Verify accuracy of appraisals reports and property inspections.
  • Submit request for corrections on all findings of errors and missing documentation.
  • Average high quality score 90%
  • Ensure all loans meet federal guidelines.
  • Recognized for providing great customer service and quick turn-around time.
High School Admissions Advisor, 01/2012 to 01/2013
Corinthian College Dearborn, MI
  • Recruit qualified prospecting high school students with in regional area.
  • Mentor and advise students of school related challenges as well as personal challenges.
  • Advise students on course's program and curriculum.
  • Interview prospecting students and parents facilitate campus tour.
  • Complete enrollment status for new inbound students.
  • Prepare incoming freshman for orientation and 1st day of class.
  • Facilitate campus tours for student groups and visiting high school students.
  • Assist student with preparing for financial aid application process.
  • Met with an average of 15 students per week consistently, resulting in a [48]% client retention rate.
  • Verified data integrity and accuracy.
  • Advised students on crucial academic decisions such as curriculum and programs by discussing and identifying their interests and strengths.
  • Corresponded with students through email, telephone or postal mail.
  • Collaborated with a team of faculty to develop after-school tutorial program for students in need of extra help.
  • Greeted students and visitors in-person and via telephone calls.
  • Met with parents to resolve conflicting educational priorities and issues.
  • Documented student attendance and progress against goals.
  • Developed program to work with students and increase interest in higher learning.
  • Facilitated group sessions and provided one-on-one support.
  • Collaborated with teachers and administrators to discuss the academic needs of students including special needs, physical needs and tutoring opportunity. 
  • Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
  • Recognized for high productivity of student enrollment and retention.
Supervisor, 01/2010 to 01/2012
Comerica Bank Southfield, MI
  • Provided personalized, friendly and knowledgeable Banking services to drive customer satisfaction, increase new account production and attain each monthly target. 
  • Trained and led talented teams to surpass objectives.
  • Introduced team contests and goals to enhance productivity and morale
  • Provided instruction, coaching and motivation to all employees during the shift.
  • Interviewed, hired and trained employees on new procedures and requirements.
  • Led and organized monthly departmental meetings.
  • Demonstrated ability to assess risk and respond to issues appropriately.
  • Identified problems and proposed solutions to management team.
  • Analyzed accounts and processes to improve customer experience.
  • Assisted Tellers's with balancing, identifying and reconciling daily transactions.
  • Partnered with and supported Branch Manager to ensure company regulations, laws and established policies were enforced and adhered to throughout all operational facets.
  • Answered customer questions about product availability and shipment times.
  • Received multiple positive reviews which acknowledged dedication to excellent customer service.
  • Helped drive sales goals and achieve monthly quotas.
Education
Bachelor of Science: Public Administration, May 2017
Central Michigan University - Southfield, MI

Associate of Arts: General Studies, Aug 2014
Henry Ford College - Dearborn, MI

General Studies

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Professional Summary
Skills
  • Quick learner
  • Organized multi-tasker
  • Bilingual (Spanish)
  • Exceptional communication skills
  • Patient evaluation
  • Professional bedside manner
  • Patient-focused care
  • CPR certification
Work History
Server, 04/2017 to Current
TGI Fridays Sandusky, OH
Took necessary steps to meet customer needs and effectively resolve food or service issues.Recorded customer orders and repeated them back in a clear, understandable manner.Promptly reported complaints to a member of the management and provided high energy to provide a great customer experience. 
Retail Banker II, 03/2015 to 01/2017
Woodforest National Bank Sandusky, OH
Responsible for providing support and service to current customers and potential customers to meet their everyday banking needs, which included marketing, cross selling products and services, as well as performing branch operations and teller functions. 
The Retail Banker is responsible for providing frontline support and service to current and potential customers to meet their everyday banking needs.  This includes marketing and cross-selling products and services, as well as performing customer service, branch operations and teller functions in a non-traditional retail environment.

The Retail Banker is responsible for providing frontline support and service to current and potential customers to meet their everyday banking needs.  This includes marketing and cross-selling products and services, as well as performing customer service, branch operations and teller functions in a non-traditional retail environment.

The Retail Banker is responsible for providing frontline support and service to current and potential customers to meet their everyday banking needs.  This includes marketing and cross-selling products and services, as well as performing customer service, branch operations and teller functions in a non-traditional retail environment.

The Retail Banker is responsible for providing frontline support and service to current and potential customers to meet their everyday banking needs.  This includes marketing and cross-selling products and services, as well as performing customer service, branch operations and teller functions in a non-traditional retail environment.

Client Advisor, 02/2013 to 01/2015
Seacoast Bank Stuart, FL
Responsible for increasing branch assets and revenue by building rapport with new and existing customers to understand their current and future financial needs. Also functioned as a bank Teller, processing transactions for customers in the lobby and drive-thru. Worked to gain the confidence and trust of others through honesty, integrity, and authenticity
Dietary Aide , 03/2011 to 01/2013
Salerno Bay Health and Rehabilitation Center Stuart, FL
Worked along with the dietary manager to prepare meals also assisted in clean up, kitchen maintenance and setting up and taking down the dining areas. Delivered food to residents\' rooms, prepared and served snacks. 
Education
Licensed Practical Nurse: Current
Sandusky Career Center - Sandusky, OH
High School Diploma: South Fork High - Stuart, FL

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Summary
Highly enthusiastic customer service professional with six years client interface experience.
Skills
  • Invoice processing
  • Active listening skills
  • Adaptive team player
  • Energetic work attitude
  • Strong organizational skills

  • Analytical 
  • Cash handling
  • Detail-oriented
  • Cash flow analysis
  • Risk management expertise
Experience
Woodforest National Bank December 2015 to Current Retail Banker
Houston, TX
  • Perform daily maintenance of the loan applicant database.
  • Maintain customer confidence and protects bank operations by keeping information confidential. 
  • Research banking guidelines and statutory requirements to stay updated on new laws and applications.
  • Compile with bank operations and security procedures by participating in all dual-control functions; maintaining customer traffic surveys; auditing other tellers' currency; assisting in certification of proof.
  • Reconcile cash drawer by proving cash transactions; counting and packaging currency and coins; reconciling loan coupons and other transactions; turning in excess cash and mutilated currency to head teller; maintaining supply of cash and currency.

Jackson State University Bookstore May 2010 to December 2015 Head Sales Associate
Jackson, MS
  • Generated monthly and annual sales reports.
  • Maintained friendly and professional customer interactions.
  • Determined merchandise price schedules and discount rates.
  • Monitored customer preferences to determine focus of sales efforts.
  • Led sales calls with team members to establish sales and customer retention goals.
Education
Holmes Community College 2010 Associate of Arts: General Studies Ridgeland, MS, US

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Professional Summary
Customer Service Representative and previous Retail Banker II who consistently meets and exceeds sales targets. Reliable team player and strong communicator. Very knowledgeable on computers and Microsoft ETC. Have great experience on sales and marketing. Very team orientated and very outgoing. I also have strong customer service skills and strive to maintain a great relationship with my clients.Well known to get the job done and achieve challenges.Excellence is the key
Skills
  • Customer-oriented
  • Active listening skills
  • Consistently meets sales goals​
  • Credit card transactions
  • Personable
  • Employee relations
  • Retail sales
  • Computer literate
  • POS systems knowledge
  • Upselling techniques
  • Skilled problem solver
  • Motivated team player
  • Natural leader
Work History
Customer Service Representative, 10/2017 to Current
JP Morgan Chase Houston, TX
  • Providing exceptional customer service through telephone banking to a wide variety of customer and clients.
  • Gaining access to the customer's account to provide details such as transactions,balances and general account information the customer may be concerned about.
  • Updating information on the customers personal account and making sure the customer's contact information is up to date and accurate.
  • Performing stop payments for the customer and making sure the transaction have not processed on the account to avoid the merchant to debit the account.
  • Worked in goal orientated environment and making sure  that my quota has been meet and understand what is needed of me in order to succeed and being in company's guidelines.
  • Opened and closed debit cards and performed routine maintenance such as replacing the lost card,activating debit card ,performing pin number changes,International Travel Notification and limit increases for daily spending .
  • Performing simple account closures for the customer and documenting why the customer is leaving and try to save the account to maintain a good business relationship with  the customer.
  • Providing help with online banking and using a number of resources and tools to walk customer through or troubleshoot something that may be going wrong with the online banking account.
  • Helped customer to enroll and sign up for online banking and reset the customer's password due to a forgot password.
  • Provide customer step by step how to use online banking such as transfers,Quick Pay,wire transfers ,bill pay and everyday transactions.
  • Processed fee refunds on the account  and provided detail of how the customer in the future can avoid the fee and any charges accessed on the account .
  • Filed dispute on unauthorized transactions and transaction that may have been billed in error and making sure customer is provided provisional credit until the investigation is done.
  • Always making sure customer needs are meet on every call and make sure the customer has had the best experience even if it is something that we cannot do.
Retail Banker II, 05/2016 to 08/2017
Woodforest National Bank Porter, TX
  • Performed teller transactions for various customer including deposit, withdrawals, transferring of funds and check cashing.
  • Maintaining a high amount of cash and controlling my cash flow by the company's guidelines.
  • Provide 100% customer service and going above and beyond to maintain a customer relationship.
  • Performing money instrument transactions including money orders and cashiers checks.
  • Processing loan payments and also take charge payments for overdrawn accounts.
  • Changing updated information on consumers accounts such as  address ,phone numbers, names, and emails.
  • Performing disputes for Debit Cards unauthorized activity and ACH disputes.
  • Processing closed accounts and keeping record for data base to review branch performance.
  • Performing Notary services for consumers.(Notary Certified Since March 2017)
  • Opening of consumer accounts and putting information in data base to establish a new relationship or existing.
  • Opening of business accounts and being aware of  the products and services to the best of my knowledge and providing competitive information to consumer.
  • Making sure consumer goals and also business goals are meet to maintain branch profitability.
  • Strong selling skills in business loans, consumer loans, business accounts, merchant services, and consumer accounts.
  • Marketing and attending small business chambers to network and trying to establish a new or long time relationship.
  • Correcting of accounts and making sure the information entered in the system is correct. Also making sure we go by CIP guidelines and making sure we have correct documentation.
  • Have knowledge of rules and regulations of the bank such as: Gramm - Leach - Bliley Act, Right to Financial Privacy Act, and  Fair Credit Reporting Act.
  • Balancing of the vault and making sure the cash flow is properly maintained and all transactions are correct.
  • Ordering and selling of cash for the branch and making sure we are not over or under our limit.
  • Reviewing various reports such as: Compliance reviews, Chargebacks ,new accounts, and active accounts at the branch.
  • Running work through a branch Capture machine and making all work is accurate and correct to not cause PODs and exceptions.
  • Performing wire transfer(domestic and international) for consumers and business clients.
  • Training of new employees on teller line and new accounts and making sure they working to the company's guidelines.





Customer Service Representative, 05/2016
Apac Careers Humble, TX

CVS Caremark:

  • Performing of telecommunications and providing outstanding customer service to clients and making sure all their needs are meet.
  • HIPPA certified since April 2015.
  • Processing transaction for and filling prescriptions for pharmacies such as CVS Pharmacy , Rite Aid, Walgreens , ETC.
  • Performing overrides such as vacation overrides, lost medication and stolen medication.
  • Informing the pharmacy what will be the customers copay or deductible on the health plan and other health plan guide lines.
  • Assisting other employees through the assist line and providing them  the correct information and so they can deliver exceptional customer service to clients.
  • Reporting to pharmacies why the customer prescription cannot be filled due to refill too soon, customer not eligible, or if customer needs to contact customer service. 
  • Looking over customers reports making sure there is no potential abuse or misuse of medication and reporting if something is out of the ordinary.
  • Receiving constant feedback or performance review to make sure employees and giving accurate information and 100% customer service according to guidelines.
  • Reaching out to appropriate departments for approvals such as prior-authorizations and duplicate therapy.

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Cashier/Server, 01/2012 to 02/2013
Popeye's Chicken and Buscuits Houston, TX
  • Consistently provided friendly guest service and heartfelt hospitality.
  • Promptly and empathetically handled guest concerns and complaints.
  • Demonstrated integrity and honesty while interacting with guests, team members and managers.
  • Operated the drive-through window and sales register quickly and efficiently.
  • Greeted customers and provided excellent customer service.
  • Maintained high standards of customer service during high-volume, fast-paced operations.
  • Prepared all food orders within a 2-3 minute time frame.
  • Assembled food orders while maintaining appropriate portion control.
Education
High School Diploma: 2012
United Christian School - 2600 S Loop W,Houston, TX 77054
Certifications
  • HIPPA Certified since April 2015
  • Notary Public since March 2017

Accomplishments
  • Won "Employee of the Month" award each month for three months in a row.
  • Efficiently served more than 100 satisfied customers during an average shift.
  • Meet or exceeded my monthly goals since the beginning of employment with Woodforest Bank.