MARY KABONGA
Federal Way
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions.
Overview
25
25
years of professional experience
Work History
Customer Service Associate / Cashier (Part-Time)
Central Market
Southlake
08.2025 - 04.2026
- Provide friendly and efficient customer service in a fast-paced retail grocery environment
- Operate cash registers to process purchases, returns, and exchanges accurately
- Handle cash, credit, and digital payments while maintaining transaction accuracy
- Assist customers with product inquiries, store navigation, and special requests
- Resolve customer concerns professionally to ensure a positive shopping experience
- Maintain clean and organized checkout areas in compliance with store standards
- Support team members during peak hours to ensure smooth store operations
- Follow company policies and food safety guidelines
- Handled cash register operations accurately during peak times.
Customer Relationship Manager – Loss Mitigation (COVID-19 Response)
Bank of America
Addison
03.2020 - 11.2023
- Assisted customers experiencing financial hardship during the COVID-19 pandemic by providing loss mitigation solutions and support
- Evaluated borrower financial situations to determine eligibility for forbearance, loan modifications, repayment plans, and other relief options
- Served as the primary point of contact for customers, guiding them through relief programs and explaining available options clearly
- Processed high volumes of requests while maintaining accuracy and compliance with federal relief programs and internal policies
- Collaborated with internal departments to expedite case resolutions and ensure timely assistance
- Maintained detailed documentation of customer interactions and account updates in servicing systems
- Ensured compliance with regulatory guidelines, including CARES Act-related mortgage relief efforts
- Demonstrated empathy and strong communication skills while handling sensitive financial situations
- Monitored account status and followed up with customers to support successful resolution outcomes
AML/KYC Quality Control Analyst
Bank of America
Addison
08.2018 - 03.2020
- Conducted quality control reviews of AML/KYC files to ensure compliance with internal policies and regulatory requirements
- Evaluated customer due diligence (CDD) and enhanced due diligence (EDD) documentation for accuracy and completeness
- Identified deficiencies, inconsistencies, and potential compliance risks, escalating issues as needed
- Verified customer identity information and risk ratings in accordance with KYC standards
- Partnered with onboarding and AML teams to provide feedback and improve process quality
- Ensured adherence to regulatory frameworks including BSA/AML requirements and internal audit standards
- Maintained detailed audit trails and documentation of quality review findings
- Assisted in developing and updating quality control procedures and training materials
- Monitored trends in errors and recommended process improvements to enhance compliance and efficiency
Short Sale Negotiator
Bank of America
Richardson
05.2008 - 08.2018
- Managed short sale transactions for distressed mortgage accounts, working with homeowners, real estate agents, and investors
- Negotiated terms and settlements to minimize financial loss while adhering to investor and company guidelines
- Reviewed financial documents, property valuations, and hardship packages to determine eligibility
- Coordinated with internal departments, lien holders, and third parties to facilitate timely approvals
- Ensured compliance with federal regulations and investor requirements, including foreclosure prevention programs
- Communicated status updates and decisions clearly to all stakeholders throughout the process
- Maintained detailed case files and documentation in servicing systems
- Balanced a high-volume pipeline of cases while meeting deadlines and performance metrics
Customer Service Business Partner
Countrywide Home Loans
Richardson
01.2006 - 05.2008
- Served as a primary liaison between customers, internal departments, and business units to ensure seamless service delivery
- Resolved complex customer inquiries related to mortgage accounts, loan servicing, billing, and escrow
- Analyzed customer issues and collaborated with cross-functional teams to implement effective solutions
- Maintained detailed and accurate records of customer interactions in CRM systems
- Ensured compliance with company policies and federal lending regulations
- Identified trends in customer concerns and provided feedback to improve processes and service quality
- Supported business operations by assisting with account research, documentation, and case resolution
- Delivered high-quality customer experiences while managing a high volume of inquiries in a fast-paced environment
Returns Desk Associate
The Home Depot
Richardson
09.2001 - 01.2006
- Processed customer returns, exchanges, and refunds accurately using POS systems
- Provided excellent customer service by resolving complaints and answering product or policy questions
- Inspected returned merchandise for condition and compliance with return policies
- Coordinated with store departments to restock, repair, or dispose of returned items
- Maintained organized records of transactions and ensured proper documentation
- Assisted with order lookups, receipts, and online return requests
- Promoted store policies and upsold exchanges when appropriate
- Handled high-volume transactions efficiently in a fast-paced retail environment
Education
Information Systems -
Richland College
Skills
- Attention to Detail
- Problem-Solving
- Time Management & Multitasking
- Team Collaboration
- Customer relationship management
- Regulatory compliance
- Critical thinking
Timeline
Customer Service Associate / Cashier (Part-Time)
Central Market
08.2025 - 04.2026
Customer Relationship Manager – Loss Mitigation (COVID-19 Response)
Bank of America
03.2020 - 11.2023
AML/KYC Quality Control Analyst
Bank of America
08.2018 - 03.2020
Short Sale Negotiator
Bank of America
05.2008 - 08.2018
Customer Service Business Partner
Countrywide Home Loans
01.2006 - 05.2008
Returns Desk Associate
The Home Depot
09.2001 - 01.2006
Information Systems -
Richland College