Summary
Overview
Work History
Education
Skills
Timeline
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Dawn Serna

Finance
Texas City,TX

Summary

Enterprising Branch Manager successful in leading every facet of new and ongoing business operations. Strategic thinker and tactical decision-maker with passion for serving customers and exceeding expectations. Creative problem solver skilled at de-escalating situations and driving positive change. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Quarate
11.2023 - Current
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.

Branch Manager

Brundage Management Company
05.2017 - 09.2023
  • Maintained friendly and professional customer interactions
  • Assessed employee performance and developed improvement plans
  • Met deadlines by proactively managing individual and team tasks and streamlining processes
  • Engaged employees in business processes with positive motivational techniques
  • Complied with regulatory guidelines and requirements
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies
  • Examined customer loan applications for loan approvals and denials
  • Completed filings and upheld strict compliance with regulatory agencies and supervisors
  • Submitted loan applications to underwriter for verification and recommendation
  • Compiled database of loan applicants' credit histories, financial statements, and other financial information
  • Manage over 100 calls per day
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations
  • Prepared and filed taxes for customers average of 25-30 taxes for last 6 years
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.

Accounting Clerk

Texas Book Company
08.2014 - 05.2017
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable
  • Input high volume of monthly invoices with consistent accuracy
  • Maintained accurate and complete documentation to facilitate accounting and filing functions
  • Managed accounts payable and receivables and payroll
  • Identified and resolved internal accounting variances, promoting data accuracy
  • Tracked expenses to comply with budgets
  • Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements
  • Maintained clean and organized files by keeping accounts payable records up-to-date
  • Processed credit card payments and reconciled credit card statements for accuracy in accounting process
  • Verified items billed against items ordered and reconciled differences through follow-up with vendor
  • Coordinated office supply ordering to avail materials for streamlined operations.

Education

Bachelors in Finance -

Western Governor’s University

Skills

Economicsundefined

Timeline

Customer Service Representative

Quarate
11.2023 - Current

Branch Manager

Brundage Management Company
05.2017 - 09.2023

Accounting Clerk

Texas Book Company
08.2014 - 05.2017

Bachelors in Finance -

Western Governor’s University

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Dawn SernaFinance