ANGELA LUC
Henderson,NV
Summary
Cheerful and upbeat professional with history of exceeding client and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving crm issues.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Preferred Banking Client Services
JP Morgan Chase
Century City, CA
01.2023 - Current
- Processed financial transactions internally and externally for clients and bankers
- Reviewed international and domestic fund transfers in compliance with regulatory requirements.
- Conducted thorough verification procedures to prevent fraudulent activities.
- Maintained ongoing support and improvements to procedures to maximize efficiency.
- Answered emails, phone calls, and other correspondence from clients promptly.
- Assisted in the resolution of escalated customer complaints quickly and efficiently.
- Analyzed customer data to identify areas where additional support was needed.
- Coordinated training sessions for new employees on proper handling of customer service tasks.
- Developed customer service policies and procedures to ensure consistent customer satisfaction.
- Maintained records of all incoming and outgoing calls from customers.
- Ensuring data privacy and compliance with regulations.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
Client Services Representative II
First Republic Bank
Century City, CA
01.2021 - 12.2023
- Delivered personable and valuable client experiences with every interaction.
- Managed incoming and outbound calls from customers, providing prompt resolution of inquiries.
- Performed data entry tasks related to client information management systems.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided guidance and assistance for clients using online resources or software applications.
- Processed orders and payments accurately and efficiently.
- Developed a deep understanding of products, services, and company policies.
- Staying informed about changes and updates and providing accurate information to assist clients.
- Participating and conducting training courses and development activities to improve team and self-performance.
- Meeting or exceeding performance indicators by being able to offer quick solutions efficiently and ensuring customer satisfaction through timely and courteous responses.
- Contributing to a positive work environment through teamwork and being able to share knowledge and best practices to enhance overall team performance.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Personalized client experience, identifying unique needs and providing information and services to match.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Led and trained on-site and virtual customer support teams across multiple time zones.
- Adhered to all company policies relating to client services procedures.
- Coordinated with sales teams regarding client requests or concerns.
Insurance Broker
Fulcrum Insurance Center
Rosemead, CA
01.2019 - 12.2021
- Support agents with daily tasks, phone calls, walk-ins
- Worked with escrow, underwriting, loan officers to ensure documents are received in timely manner
- Conducted phone calls to mortgage companies and third-party vendors to update policy renewals
- Selling insurance services and products (i.e.: Auto, Home, Commercial)
- Independent broker who works with multiple insurance programs and systems
- Keeping record of agent commissions and deposits for the office
- Review documents for accuracy, organizing and upkeeping of records
- Working with underwriting for application approvals
Office Manager
State Farm Insurance- Agent Steve Tieu
Rosemead, CA
01.2012 - 12.2018
- Selling insurance services and products
- Sales focus on life insurance, vehicle loans, bank products
- Creating high-quality experience for clients for retainment and growth
- Conducting daily phone calls by setting appointments through active regular client contacts
- Overlooking and underwriting all applications and making sure everything was compliant and accurate
- Team motivator and conducted new and ongoing training for all employees
- Providing mentorship to the sales and service teams, fostering a collaborative environment to enhance sales, service quality, and operational efficiency
Education
B.S. Business Administration -
Cal State Los Angeles
Skills
- Client Support
- High Volume Inbound and outbound calling
- Technology Proficient
- Compliance
- Financial Operations
- Building Rapport
- Client Relationship Building
- Training and mentoring
- Proficient in Microsoft Office Applications
- Research and due diligence
- Decision-making capabilities
- Performance Tracking
- Order Processing
- Complaint Handling
- CRM Software
- Multi-Lingual
References
Available Upon Request
Certification
- Life and Health Agent License# 0I73498
- Property and Casualty Agent License# 0I73498
Languages
English
Proficient (C2)
C2
Chinese (Cantonese)
Native/ Bilingual
A1
Chinese (Mandarin)
Professional
A1
References
References available upon request.
Timeline
Preferred Banking Client Services
JP Morgan Chase
01.2023 - Current
Client Services Representative II
First Republic Bank
01.2021 - 12.2023
Insurance Broker
Fulcrum Insurance Center
01.2019 - 12.2021
Office Manager
State Farm Insurance- Agent Steve Tieu
01.2012 - 12.2018
B.S. Business Administration -
Cal State Los Angeles