Therese Havel
Vista,CA
Summary
Committed to ongoing learning and skill enhancement to surpass company sales targets while delivering exceptional customer service.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer Relationship Officer
Banc of California
01.2023 - 01.2026
- Provided outstanding customer service, while performing the teller function. Always adhered to company procedures to prevent financial loss for our Branch.
Customer Service Representative II
Comerica Bank
01.2012 - 01.2023
- Provided V.I.P. Service to all customers, while handling routine and complex banking transactions. Constantly strove to be a top performer by contributing as a team member to exceed branch goals.
Senior Teller and Customer Service Specialist
MUFG Union Bank
01.2003 - 01.2012
- Performed teller banking activities; resolved customer service issues and concerns; maintained an excellent balancing record; and exceeded teller referral goals.
Third Key Manager
The Territory Ahead
01.2002 - 01.2003
- Resolved customer needs and concerns; oversaw store operations and employee training; and supervised six employees.
Senior Sales Associate
Robinson's May Company
01.1992 - 01.2002
- Established new credit accounts; sold merchandise; coordinated new associate training; and resolved customer requirements.
Education
Associate Degree - Business Administration
La Sagesse College
Beirut, Lebanon01-1976
Skills
- Achieved high customer satisfaction ratings through effective resolution of inquiries and complaints Enhanced service delivery by streamlining processes and improving team collaboration Fostered positive relationships with customers to drive repeat business
- Utilized active listening skills to accurately interpret and respond to client needs and concerns
- Engaged in systematic analysis of issues to enhance problem-solving capabilities and drive strategic initiatives
- Managed data entry operations, maintaining high standards of accuracy and attention to detail
- Developed strategies for improving customer engagement and resolving inquiries efficiently
- Analyzed challenges and executed resolutions to maintain service quality and customer satisfaction
- Engaged with stakeholders to build trust and facilitate effective communication
- Implemented strategies for conflict resolution, ensuring effective communication and understanding among stakeholders
- Executed tasks efficiently using a range of computer technologies and tools
- Oversaw payment processing activities, maintaining compliance with financial regulations and enhancing transaction efficiency
- Managed client interactions and addressed inquiries to foster positive engagement and trust
- Analyzed customer feedback metrics to identify trends and drive enhancements in service delivery
- Demonstrated courteous and effective communication skills during all telephone interactions
- Achieved improved communication flow by leveraging Microsoft Outlook for email management and scheduling Enhanced team productivity through effective calendar coordination and appointment management Fostered a collaborative environment by implementing shared resources for team communication
- Utilized follow-up skills to track project progress and address potential delays
- Coordinated call management activities, optimizing response times and service quality
- Conducted thorough research on product specifications and market trends to inform customer inquiries
- Oversaw order processing activities, coordinating with inventory and shipping teams to optimize order accuracy and speed
- Conducted thorough data collection activities to enhance research and decision-making capabilities
- Managed CRM tools to streamline communication and improve customer service efficiency
- Developed connections with team members and clients to foster a positive work environment
- Achieved increased customer satisfaction through effective education programs Enhanced user engagement by delivering targeted training sessions Improved product adoption rates by providing clear and accessible educational resources
- Conducted thorough evaluations and audits of quality assurance controls to identify areas for improvement and uphold standards
- Executed software CRM system functionalities to optimize data management and support sales initiatives
- Achieved improved customer satisfaction by effectively managing credit adjustments Enhanced operational efficiency through collaboration with cross-functional teams to resolve billing discrepancies Delivered accurate financial reporting by maintaining meticulous records of all adjustments
Certification
IRS Compliance Regulations; Bank Secrecy Act; Retail Sales Training – The Territory Ahead.
AWARDS AND ACCOMPLISHMENTS
Fluent in English, French and Arabic.
AWARDS AND ACCOMPLISHMENTS
Comerica Bank: Ranked #1 CSR in the San Diego District for referrals – 2015, 2016., MUFG Union Bank: Multiple Top Bank Product Referral Awards; 100% Customer Satisfaction Surveys; and Numerous Employee of the Quarter Certificates., The Territory Ahead: Top Sales & Goal Achievement Annual Award – 2002., Robinson's May Company: “Diamond Star” (Highest Award For Customer Service); Top Annual Instant Credit and Sales Goal Award (1996 to 2002).
Timeline
Customer Relationship Officer
Banc of California
01.2023 - 01.2026
Customer Service Representative II
Comerica Bank
01.2012 - 01.2023
Senior Teller and Customer Service Specialist
MUFG Union Bank
01.2003 - 01.2012
Third Key Manager
The Territory Ahead
01.2002 - 01.2003
Senior Sales Associate
Robinson's May Company
01.1992 - 01.2002
Associate Degree - Business Administration
La Sagesse College