LILIA YEREMYAN
Preferred Rewards Representative
10449 LANARK ST. SUN VALLEY,CA
Summary
Motivated individual with over 5 years of experience in customer relations. Seeking an opportunity to become part of a well-established company where I can be a part of a team and contribute to department growth. I am punctual, determined, and possess a strong willingness to go above and beyond to meet compliance and timing targets.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
Work History
Client Service Rep for Preferred Rewards Clients
Bank Of America
Remote, CA
10.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Optimized customer support by establishing collaborative service environment.
- Devised workaround solutions for online and mobile banking related issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Assessed caller accounts to determine credit card benefits, identify service needs and resolve issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Assist banking customers who are victims of fraud, theft or identity theft
- Assist customers with replacing lost or stolen credit or debit cards
- Assist clients with contact information changes
- Check on the status of customer accounts and track checks and payments
- Review and explain account charges and ways to avoid them
- Educate clients on wire, zelle and bill-pay transfers
- File fraud and billing disputes
- Introduced clients to available online resources and services to increase convenience.
- Place stop-payments on lost or stolen checks and reoccurring charges
- Work independently and search for solutions to complicated situations
Testing Analyst
Bank of America
05.2020 - 10.2021
- Paycheck Protection Program Loan Forgiveness, EIT- Enterprise Independent Testing
- Review PPP Loan Forgiveness to verify required inputs including validation of system inputs against documents
- Review tax documents, payroll, non-payroll, loan amount calculations and full time employee documents
- Review PPP Loan Forgiveness requests and substantiate claim amount compared to documentation provided
- Make finale decision for Loan Forgiveness, notate if applicable Pass/Fail criteria
- Proactively participated in meetings and helped create new practices
- Processed a range of documentation and entered information into databases
- Consistently met my short and long-term targets
- Pitched ideas on how to improve performance and efficiency
- Helped management to identify workflow issues and find solutions.
Relationship Banker
Bank of America
Glendale, CA
08.2019 - 05.2020
- Work with retail customers to build and deepen relationships by uncovering financial needs
- Focus on results, while acting in the best interest of the clients
- Provide excellent customer service and effectively resolves customers issues
- Follow up with clients by calls and emails
- Educate clients on how to conduct simple banking transactions through self-service technologies (for example, ATM, online banking, mobile banking)
- Maintain knowledge of all products and technology to provide the best service to customers
- Assist with dual control vault responsibilities and assist with audit controls
- In charge of opening and closing procedures.
Client Service Representative
Bank of America
West Hollywood, CA
10.2017 - 08.2019
- Provide excellent customer service while processing transactions with accuracy and efficiency
- Ensure that customers need to be met by referring products and services that will benefit them
- Help the Relationship Managers maximize sales by filling out Direct Deposit forms on the teller line and making phone calls to set up appointments for them
- Help the Relationship Managers to follow up with some of their clients
- In charge of main vault and the ATM's in dual control
- Assist customers by providing bank services such as: deposits, withdrawals, cashing checks, monetary instruments (Cashier's Checks), loan payments, etc
- Responsible for balancing the vaults and ATM's
- Help to train new hires preform various transactions
- Make recommendations on products like checking and saving accounts, direct deposit, credit cards, certificate of deposits, IRA accounts and lines of credit
- In charge of opening and closing procedures
- In charge as the lead teller for merchant and large transaction clients
- Coached new tellers and role-played with them, so they feel comfortable referring to the Relationship Managers.
Receptionist/Manager
Mazi Salon
Glendale, CA
09.2015 - 05.2017
- Responsible for supervising day to day necessities to ensure smooth work flow amongst staff and clients
- Primary point of contact for new and existing clients to create a seamless and effective customer-oriented environment
- Outbound calling to schedule appointments and reminders
- Take on added roles such as product knowledge , inventory controls, researching new products and methods
- Help to create sale campaigns and execute to a level where success was attained
- Answered calls, responded to emails, and spoke with clients face- to-face.
Education
High School Diploma -
La Crescenta
12.2016 - 02.2017
Certified Phlebotomy Technician - undefined
Crescent College
06.2013 - 06.2016
Skills
Bilingual
Microsoft Office
Problem-Solving
Microsoft Excel
Customer Service
Detail oriented
Complaint resolution
Money handling abilities
Sales
Organisational and communication skills
Ability to work under pressure in a fast-paced atmosphere
Effective communicator among diverse groups, cultures, teams and levels within organisations
Timeline
Client Service Rep for Preferred Rewards Clients
Bank Of America
10.2021 - Current
Testing Analyst
Bank of America
05.2020 - 10.2021
Relationship Banker
Bank of America
08.2019 - 05.2020
Client Service Representative
Bank of America
10.2017 - 08.2019
High School Diploma -
La Crescenta
12.2016 - 02.2017
Receptionist/Manager
Mazi Salon
09.2015 - 05.2017
Certified Phlebotomy Technician - undefined
Crescent College
06.2013 - 06.2016