Sharita Sarmago
Bay Point,CA
Summary
Experienced professional in client services within the financial sector, adept at effectively addressing client inquiries and issues. Possesses exceptional communication abilities and recognized as a reliable representative known for being personable, organized, and dependable. Forward-thinking Senior Specialist equipped with advanced operational and technical knowledge of customer service, banking operations and technical support. Proven team leader and problem-solver competent in navigating complex situations. Manages assignments, schedules and projects with organized and detail-oriented mindset.
Overview
25
25
years of professional experience
Work History
Senior Specialist, Treasury F&S - CashPro Technical
Bank of America
Concord
01.2020 - Current
- Assisted customers with password resets, global payments, ACH creations, Safepass, and mobile token orders
- Reviewed audit logs for task verification and troubleshooting unresolved customer issues
- Utilized WebEx for screen sharing to perform browser maintenance and customer upgrades
- Routed calls to appropriate departments for assistance with encrypted secured emails and credit cards
- Managed case ticketing system to track workflow accurately and ensure completion of calls
- Provided troubleshooting support for remote deposit issues.
Treasury F&S Sr Specialist-Integration
Bank of America
Concord
01.2017 - 01.2020
- Managed dedicated email inbox, prioritized client requests, and resolved eligible items
- Created and tracked cases/packages for tracking, monitoring, and end-to-end resolutions
- Responded to requests from email and internal partners, enhancing client relationships
- Conducted research and provided comprehensive responses to client inquiries
- Utilized various bank systems to support large corporate treasury client requests.
Senior Client Services Representative
The Entrust Group (Self-Directed IRAs)
Oakland
01.2015 - 01.2017
- Collaborated with Client Services Manager to resolve escalations and improve processes
- Guided clients through the account opening process, ensuring compliance with regulations
- Trained new employees on Self-Directed IRA services and procedures
- Coordinated with Accounting and other departments to research and reconcile transactions
- Ensured compliance with laws, anti-money laundering, and privacy policies.
Transfers Associate/Administrative Assistant
Oakland
Oakland
01.2011 - 01.2015
- Prepared documentation for transfers of client funds and assets
- Investigated and resolved client inquiries via email, phone, and fax
- Prepared marketing collateral and coordinated email campaigns for business development events
- Maintained product and service knowledge, documenting and communicating client issues using Salesforce.
Customer Service & Sales Specialist II
Bank of America
Concord
01.2005 - 01.2011
- Managed high-volume inbound calls, resolving escalated issues promptly
- Provided online navigation support and performed CD/IRA maintenance
- Contributed to increased client retention and satisfaction rates.
Customer Service Representative/Dispatching
Rescue Rooter
San Leandro
01.2003 - 01.2005
- Managed high-volume calls in a call center, handling customer disputes and escalations
- Processed customer orders and payments, ensuring timely dispatch of services
- Fostered enduring client relationships, promoting customer satisfaction.
Customer Service Representative
Qiagen Operon Technology
Alameda
01.2000 - 01.2001
- Provided customer service in medical research, assisting with synthetic orders
- Developed new accounts and facilitated system implementations
- Coordinated training for new customer service representatives and associates.
Education
Associate Degree in Cosmetology -
Laney College
Oakland, CA01.2003
High School Diploma -
Ida B. Wells High School
Skills
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Proficient in MS Word, Excel, PowerPoint, Salesforce, ATGold, BambooHR
- Data Entry and 10-key proficiency
- Documentation Management
- Customer Relations
- Technical communication
- Quality Assurance
- Proficient in Remote Deposit, CP Tools, CRM, ECUS, ACXIS, INFORM, BOSS, IDS, ICON, SharePoint and CashPro Assist
Hobbies and Interests
- Spending time with family
- Karaoke
- Meditation
- Boxing
- Art
- Visiting Art Galleries
Timeline
Senior Specialist, Treasury F&S - CashPro Technical
Bank of America
01.2020 - Current
Treasury F&S Sr Specialist-Integration
Bank of America
01.2017 - 01.2020
Senior Client Services Representative
The Entrust Group (Self-Directed IRAs)
01.2015 - 01.2017
Transfers Associate/Administrative Assistant
Oakland
01.2011 - 01.2015
Customer Service & Sales Specialist II
Bank of America
01.2005 - 01.2011
Customer Service Representative/Dispatching
Rescue Rooter
01.2003 - 01.2005
Customer Service Representative
Qiagen Operon Technology
01.2000 - 01.2001
Associate Degree in Cosmetology -
Laney College
High School Diploma -
Ida B. Wells High School
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