Angelica Sulls
Sacramento,CA
Summary
Dedicated Customer Service Specialist with the skills to prioritize and multitask in a fast-paced working environment. Known for successfully handling escalated customer support issues. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
Work History
Fact Finding Agent, Case Worker
Maximus- Employment Development Dept.
04.2022 - 02.2023
- Manage project assignments
- Analyze claim information to identify discrepancies or missing details
- Assess the information against UI Code, Policies, and Procedures
- Send standard forms to claimants and/or employers or request information by phone based on these forms to obtain additional information or clear up a discrepancy
- Work closely with subject matter experts to gain further understanding of how to process certifications or identify when a claim needs to be escalated
- Clearly and thoroughly document all actions taken on a claim
- Demonstrate the ability to make logical decisions and manage workload to meet timeliness requirements
- Demonstrate computer proficiency required to navigate project systems
- Perform all other duties as assigned by management to support certification processing.
Small Business Specialist, Relationship Banker
J.P. Morgan Chase- J.P. Morgan Securities
03.2016 - 12.2019
- Deliver outstanding experience to Chase Business Banking clients by proactively providing comprehensive business banking solutions tailored to the financial needs and circumstances of the businesses
- Manage a portfolio of 250 high value business banking or Not-for-Profit clients by cultivating relationships to ensure a seamless client experience throughout Chase
- Understand the client's short-term and long-term capital needs to identify and manage credit opportunities up to $250,000
- Understand the client's cash flow cycle to identify Cash Management, Card, and Payment Solutions to help streamline and optimize processing efficiency for the client.; understand and recommend ways to keep clients' funds and accounts protected
- Own client experience from end-to-end, engaging appropriate service teams to resolve issues; own the survey results for all assigned clients; and know when to escalate issues that require additional assistance or resolution.
Sr. Personal Banker
Washington Mutual (J.P. Morgan Chase)
07.2005 - 05.2016
- Managed assigned customers and proactively met with them, both in person and over the phone, to build lasting relationships, discover financial needs, and tailor product and service recommendations
- Influenced, educated, and connected customers to technology
- Worked in partnership with Specialists (Financial Advisors, Mortgage Bankers, and Business Relationship Managers) to connect customers to experts who can help them with specialized financial needs
- Actively tracking sales numbers and consistently meeting or exceeding goals.
Education
General Business
American River College
Sacramento, CASkills
- Fluent in Spanish
- Proficient in telephone etiquette
- Experience with Microsoft Office applications such as Outlook, Word, Excel, and PowerPoint
- Organized and detail-oriented
- Able to multitask
- Self-motivated and efficient
- Quick to adapt
- Strong communication skills
- Customer Support
- Remote assistance
- Service Recommendations
- Customer Relationship Management
Leadership Experience
Outstanding leadership experience with a proven, successful record of coaching and empowering employees to improve results.
Communication Skills
Promoted a strong control environment to evaluate, manage, and conduct new and existing business by adhering to risk/control expectations, procedures, and processes.
References
Available upon request.
Timeline
Fact Finding Agent, Case Worker
Maximus- Employment Development Dept.
04.2022 - 02.2023
Small Business Specialist, Relationship Banker
J.P. Morgan Chase- J.P. Morgan Securities
03.2016 - 12.2019
Sr. Personal Banker
Washington Mutual (J.P. Morgan Chase)
07.2005 - 05.2016
General Business
American River College
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