Clevia Paulino
Los Angeles,United States
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Call Center Representative
AAA Auto Club Group
Los Angeles
03.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Deposit Operations Specialist
Pacific Premier Bank
04.2022 - 01.2023
- Maintained confidentiality of bank's customers and adhered to all regulatory requirements.
- Provided backup to Number other deposit operations specialists.
- Processed account maintenance requests and checked for alignment with bank policy.
- Immediately reported discrepancies and assisted in clearing discrepancies.
Area Banker
Citibank
03.2016 - 04.2022
- Deliver high quality customer service and identify financial needs to maximize relationships and acquire new customers
- Operate as either a Teller or Personal Banker based on the needs of the branch
- Handle client sales and service requests, exercises ownership, hand off if needed and ensure follow-up
- Convert service requests into sales or referrals and connect clients to the appropriate partners as necessary
- Perform customer transactions and educate clients on digital self-service capabilities
- Complete outbound calls, follow up, and facilitate the execution of financial transactions in accordance with bank policies and procedures
- Understand and comply with Citibank policies, standards and procedures to ensure the security of the bank’s and clients’ assets
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
Bank Teller
Citibank
03.2016 - 03.2019
- Warmly welcomed customers and offered pleasant service during entire transaction
- Assisted customers in bank operations,including opening accounts, and ATM operations
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
Teller
One West Bank
07.2012 - 01.2013
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
Customer Service Cashier
Continental Currency Services Inc.
12.2008 - 05.2012
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
Cashier
Ross Dress For Less
09.2008 - 10.2010
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Restocked and organized merchandise in front lanes.
Lockbox Specialist
Union Bank
09.2007 - 09.2008
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Handled various accounting transactions.
Sales Associate
Macy's
10.2006 - 08.2007
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
Education
High School Diploma -
Youth Opportunity Unlimited
Los Angeles Business Office Administration -
Diversified Vocational College
Skills
- Decision Making
- Problem Solving
- Adaptability
- Teamwork
- Communication
- Computer Skills
- Leadership Skills
- Customer Service
- Ability to Work Under Pressure
- Ability to Multitask
- Ability to Learn Quickly
- Effective Time Management
- Profile
- Professional Banker dedicated to providing excellent customer service and
- Identifying financial needs Great in financial management skills combined with
- Superior knowledge of banking products
Timeline
Call Center Representative
AAA Auto Club Group
03.2023 - Current
Deposit Operations Specialist
Pacific Premier Bank
04.2022 - 01.2023
Area Banker
Citibank
03.2016 - 04.2022
Bank Teller
Citibank
03.2016 - 03.2019
Teller
One West Bank
07.2012 - 01.2013
Customer Service Cashier
Continental Currency Services Inc.
12.2008 - 05.2012
Cashier
Ross Dress For Less
09.2008 - 10.2010
Lockbox Specialist
Union Bank
09.2007 - 09.2008
Sales Associate
Macy's
10.2006 - 08.2007
High School Diploma -
Youth Opportunity Unlimited
Business Office Administration -
Diversified Vocational College