Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Monserrath Calderon

Orange

Summary

Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.

Overview

13
13
years of professional experience

Work History

Collections and Recovery (Bilingual)

Bank of America
11.2017 - 08.2024
  • Primary responsibilities are collections, customer servicing and recovery activities.
  • Work with customers to establish full balance repayment plans or settlements
  • Resolve routine billing inquiries and negotiate payment arrangements to cure delinquent accounts
  • Navigate a computerized data entry system and other relevant applications while staying within our regulatory and compliance guidelines within Collections.


Customer Service Representative (Bilingual)

Bank of America
06.2015 - 11.2017
  • Collect customer feedback and make process changes
  • Address customer service inquiries in a timely and accurate manner.
  • Maintain up-to-date knowledge of line of business updates and changes in products and/or policies.
  • Exceed Customer Time Invested (CTI)
  • Provide professional and courteous service at all times.
  • Receive coaching’s from my managers to implement and help me develop my customer service skills as well as my leadership skills.

Sales and Service Specialist

Bank of America
06.2013 - 06.2015
  • Engage customers in the lobby to assist, educate and train customers on how to achieve simple transactions through self-service options
  • Process transactions accurately and efficiently to build customer confidence and trust, based on established policies and procedures
  • Recognize and refer cross-sell opportunities to appropriate specialist
  • Ensure clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service and specialized needs are met and help drive overall revenue growth
  • Assist teller productivity when necessary

Teller (Bilingual)

Bank of America
06.2011 - 06.2013
  • Listen carefully and connect with customers to understand their top financial priorities and to uncover products and solutions that will benefit them
  • Accurately and efficiently process transactions such as customer deposits and cashing checks
  • Meet or exceed sales goals by influencing customers to learn about products/services that will benefit them
  • Follow established policies, procedures and guidelines to protect both our customers and Bank of America

Education

High School Diploma -

Hillview High
Tustin, CA
01.2008

ROP - Banking and Financial Services

Irvine, CA
01.2008

Skills

  • Adaptive team player
  • Strong problem solving ability
  • Competitive
  • Energetic work ethic
  • Multitask
  • Strong customer service skills
  • Bilingual in Spanish
  • Adapt well to change
  • Friendly, positive attitude

Accomplishments

  • Implemented new procedures or systems
  • Identified a problem and solve it
  • Served customers in a positive way, receiving recognition.
  • Procedure assistance provided to new incoming peers and assisted with onboarding to their new roles
  • Provide manager floor coverage

Languages

Spanish
Native or Bilingual

Timeline

Collections and Recovery (Bilingual)

Bank of America
11.2017 - 08.2024

Customer Service Representative (Bilingual)

Bank of America
06.2015 - 11.2017

Sales and Service Specialist

Bank of America
06.2013 - 06.2015

Teller (Bilingual)

Bank of America
06.2011 - 06.2013

ROP - Banking and Financial Services

High School Diploma -

Hillview High

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