Frances Perez
Oakley,CA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Implementation Advisor
Bank of America
Concord, CA
03.2021 - Current
- Heavy project management role-serving large public sector banking, middle market, and business banking clients (revenue from $50m-$2B).
- Project manages major implementations in complex treasury, cash management, depository products & services - i.e, positive pay services, remote deposit, transmission, account openings, new cashpro ids (BofA digital platform). ACH Block and Authorizations, Wires, and Lockboxes.
- Ensure timely seamless implementations via relationship management, servicing, technical assistance to internal business partners/ vendors.
- Managed client calls and emails with clients needs and target due dates.
Helpdesk Support Engineer
Bank of America
Concord, CA
02.2020 - 03.2021
- Provided technical support to customers over the phone for Cashpro Bank Application.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Trained end-users on new technologies and systems to enhance their understanding and efficiency.
- Resolved customer issues by troubleshooting hardware, software, and network-related problems.
- Assisted with installation of new hardware and software systems.
- Configured computers, laptops, printers, and other peripherals for users.
- Documented all helpdesk interactions in a ticketing system.
- Responded quickly to customer inquiries via email or telephone calls.
Sales Associate
Vans
Pleasanton, CA
11.2017 - 12.2019
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Organized stockroom shelves according to size, color or style.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Conducted inventories on a regular basis to track stock levels.
- Demonstrated product features and benefits for customers' needs.
- Handled customer complaints in a professional manner.
- Upsold additional items based on customer interests and needs.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Maintained cleanliness of store environment including floors, windows, displays.
- Engaged customers in friendly, professional dialogue to determine needs.
- Worked with fellow sales team members to achieve group targets.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
Cashier
Taco Bell
Oakley, CA
08.2016 - 12.2018
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Built and maintained productive relationships with employees.
Education
High School Diploma -
Freedom High School
Oakley, CA06-2016
Skills
- Technical regulatory compliance
- Implementation and configuration
- Complex issue resolution
- Customer support
- Revenue growth
- Contract negotiation expertise
- Resource management planning
- Client management
- Microsoft word, excel, powerpoint, & sheets
- Manage calls and meetings
- Project management
- Telephone and email etiquette
Accomplishments
- Year up program 2019 accomplishment
Affiliations
- MS Walk charity support every year in support of my mother.
Languages
English
Professional
Spanish
Limited
Sign Language (ASL)
Limited
References
References available upon request.
Timeline
Implementation Advisor
Bank of America
03.2021 - Current
Helpdesk Support Engineer
Bank of America
02.2020 - 03.2021
Sales Associate
Vans
11.2017 - 12.2019
Cashier
Taco Bell
08.2016 - 12.2018
High School Diploma -
Freedom High School
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