Angelika Pusey
Jacksonville,FL
Summary
To obtain a position that I may utilize my banking industry skills of team building, project management, and client service resolution to be a viable resource to the Organization so that I may contribute to the long-term growth and development of the Company and my professional aspirations. Dedicated and focused on completing projects using multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.
Overview
6
6
years of professional experience
Work History
Client Services Rep III/Home Loans
Bank of America
Jacksonville, FL
09.2018 - Current
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Client Services Rep III/Auto Loans
Bank of America
Jacksonville, FL
10.2022 - 11.2023
- Assessed customer needs and responded to inquiries in a timely manner.
- Provided technical support for clients, troubleshooting issues and resolving complaints.
- Maintained accurate client records in the database system.
- Processed orders and payments accurately and efficiently.
- Analyzed customer feedback to improve customer service processes.
- Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls
- Facilitated resolution of conflicts between team members when necessary.
- Managed multiple projects with competing deadlines simultaneously.
Education
Associate of Arts -
Florida State College At Jacksonville
Jacksonville, FL05-2009
Skills
- Client Relationship Building
- Information Protection
- Report Preparation
- Document processing
- Resolutions Expert and detailed orientated
- Project Management
- High Adaptability and self-starter
- Leadership and high performed
- Proficient in Consumer Products and Solutions
- Team knowledge Champion: Consistently offers expertise to improve team’s customer satisfaction metrics
- Consistently meets or exceeds metrics in Quality and Customer satisfaction
- Multi-tasker with the ability to communicate effectively with customers using web-based tools
- Successfully navigate through various systems in order handle customer requests, research and resolve issues
- Proficient in Microsoft Office Suite
Timeline
Client Services Rep III/Auto Loans
Bank of America
10.2022 - 11.2023
Client Services Rep III/Home Loans
Bank of America
09.2018 - Current
Associate of Arts -
Florida State College At Jacksonville