Jacklin Valle
Summary
Dedicated to delivering exceptional customer experiences through effecting communication, problem-solving, and active listening. Proven track record of resolving inquiries, handling complaints and ensuring customer satisfaction. Skilled in maintaining professionalism and empathy in all interactions to build positive relationships and contribute to business success.
Overview
12
12
years of professional experience
Work History
Client Care Specialist
City National Bank
Los Angeles, CA
08.2021 - Current
- Responsible for responding to and handling broad range of complex operational issues for all CNB client levels and all levels of bank colleagues
- Delivering an exceptional client service experience
- Independently handle issues for deposits, savings, loan, credit cards, atm/check cards, CDs, IRAs, wire transfers, and process transaction requests as needed
- Identify suspicious calls or situations requiring escalation and follow established procedures to ensure clients personal and account information is safe and secure
- Process telephone transfers in the system within assigned limits and processing authority.
Tuition Coordinator
Intercoast Colleges
West Covina, CA
02.2019 - 10.2020
- Assist student at campus level to complete all necessary Financial Aid documents
- Maintain campus student files, future class files, and out of school files
- Insure that status changes for the school are submitted timely to the corporate office
- Track all cash payments and retail installment agreements
- Maintain updated addresses, emails and phone numbers on all financial aid recipients
- Responsible for contacting delinquent students to assist them in repayment options, forbearance and deferments
- Conduct entrance and exit counseling for students
Telephone Banker II
Wells Fargo
El Monte, CA
08.2016 - 07.2018
- Provide excellent Customer Service to all customers
- Respond to customer concerns and inquiries regarding their account
- Resolve complex problems that should arise with customer accounts
- Handled escalated issues by diffusing situations
- Demonstrate appropriate professionalism and professional phone skills
- Communicated with other departments to resolve customer issues
- Handled up to 100+ inbound calls
- Excel in meeting and exceeding daily goals
- Assist customers with online accounts and features of eservice
Customer Advocate
Speedy Cash
El Monte, CA
09.2011 - 01.2014
- Performed title, signature, and payday loan services.
- Maintained thorough and detailed documentation of customer interactions and outcomes.
- Consulted with customers to discuss concerns and offer detailed information.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
- Built and maintained client relationships through quality, personalized interactions.
- Delivered exceptional service to customers in person or over telephone.
- Identified transaction errors when debits and credits did not balance.
Education
Associate of Science -
Mt San Antonio College
Walnut, CASkills
- Client Retention
- Customer Relations
- Inbound and Outbound Calling
- Product Knowledge
- Complex Problem-Solving
- Multi-Line Phone Systems
- Appointment Scheduling
- Bilingual Spanish and English
- Upselling and Cross-Selling
- MS Office Proficiency
- Problem Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
A mature person is one who does not think only in absolutes, who is able to be objective even when deeply stirred emotionally, who has learned that there is both good and bad in all people and all things, and who walks humbly and deals charitably with the circumstances of life.
Eleanor Roosevelt
Timeline
Client Care Specialist
City National Bank
08.2021 - Current
Tuition Coordinator
Intercoast Colleges
02.2019 - 10.2020
Telephone Banker II
Wells Fargo
08.2016 - 07.2018
Customer Advocate
Speedy Cash
09.2011 - 01.2014
Associate of Science -
Mt San Antonio College
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