Johanna Poveda
Whittier,CA
Summary
Steadfast and driven, bringing top strengths in management, leadership, and communications. Able to balance multiple responsibilities gained throughout 8+ years of experience. Confident, hard working and committed to succeed in any position I acquire. Dedicated to implement my many skill sets, as well as learn new ones in a new professional environment.
Overview
10
10
years of professional experience
Work History
Sales Support Specialist
PEI GENESIS
06.2022 - Current
- Prioritize Sales Representatives to optimize client satisfaction.
- Process customer orders, exchanges and returns, keeping customers informed about progress.
- Collaborate with internal departments to ensure smooth order processing for customers.
- Implement best practices for handling customer inquiries and resolving conflicts efficiently.
- Manage daily administrative tasks, i.e updating calendars, coordinating events and organizing correspondence.
- Respond to customer service and product issues, resolving complaints concerning invoices, shipments or product terms of credit.
- The point of contact for internal and external vendors for the office.
Administrative Assistant
Brian's Pool Plastering
02.2022 - 06.2022
- Provided secretarial and office management support while building cooperative working relationships.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Worked along with permit runners to follow-up on status of permits and assure any document, plan or communication is received to the city/county to help client's permits get approved as quickly as possible.
Senior Client Advocate (Deposits/ Credit Card)
Bank Of America
08.2018 - 11.2021
- Coached and mentored 10-20 associates through constructive feedback to achieve and sustain performance, and develop long-term career goals.
- Assisted my associates by guiding and providing them resolutions to complex client questions and/or concerns.
- Followed-up with my clients after investigating and gathering information to provide with accurate information along with future solutions.
- Drove team performance in an ever-changing environment, with use of critical thinking and extensive knowledge in required background.
- Identified and reduced risk to line of business by creating and presenting materials that decreased call flow defects when servicing all types of calls, especially regulatory.
On Job Training Coach
Bank of America
07.2017 - 07.2018
- Planned and led training tasks on associate development to enhance associate knowledge, engagement, satisfaction and performance.
- Presented training information via role playing, simulations and team exercises.
- Monitored associates completing work activities to further explain instructions and correct performance gaps.
- Mentored and encouraged associates to develop strong work ethic by being a positive role model and practicing skills regularly.
Customer Service Representative
Bank of America
01.2016 - 06.2017
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained up-to-date knowledge of line of business and changes in products and/or policies.
- Handled customer inquiries, answered questions, and resolved problems in a timely manner.
Front End Supervisor
Ross Dress For Less
02.2014 - 03.2016
- Improved service quality and increased sales by developing a strong knowledge of company's products and services
- Provided a high level of product and leadership support to representatives and clients.
- Prevented store losses using awareness, attention to detail, and integrity.
Education
Business Administration -
University of Phoenix
Tempe, AZ05.2025
High School Diploma -
Western High School
Anaheim, California06.2013
Skills
- Customer Relationship Management
- Flexible and Adaptable
- Problem Resolution
- Bilingual
- Office Administration
- Customer Service
Languages
Spanish
Native or Bilingual
Timeline
Sales Support Specialist
PEI GENESIS
06.2022 - Current
Administrative Assistant
Brian's Pool Plastering
02.2022 - 06.2022
Senior Client Advocate (Deposits/ Credit Card)
Bank Of America
08.2018 - 11.2021
On Job Training Coach
Bank of America
07.2017 - 07.2018
Customer Service Representative
Bank of America
01.2016 - 06.2017
Front End Supervisor
Ross Dress For Less
02.2014 - 03.2016
Business Administration -
University of Phoenix
High School Diploma -
Western High School