Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Tina Bond

Kansas City,MO

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Finance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Proficient in Microsoft Office. Professional Service Supervisor adept at recruiting, interviewing and training new employees. Ambitious and ethical with outstanding organizational, communication and time management skills. Committed to developing a dynamic work area where each team member feels appreciated and valued.

Overview

20
20
years of professional experience

Work History

International Operations Representative

Commerce Bank
11.2021 - Current
  • Examine Letters of Credit Contracts against presented Documents
  • Provide timely updates to Customers via Email and Telephone
  • Process wire payments to customers
  • Communicate with Banks worldwide via the Swift system.

Investor Services Supervisor

DST/SS&C
09.2007 - 04.2021
  • Overseeing a team of 8-10 associates
  • Communicate with the client via email on almost daily basis with the client
  • Take part in Monthly quality meetings with the client
  • Help to resolve client issues/concerns within the caller center
  • Provide continuous coaching of various industry topics on an as needed basis to associates
  • Assist with training newer associates with client specifics
  • Assist callers with inquiries on their 529 accounts as well as Retail mutual fund accounts
  • Complete several projects such as various call outs sent by the fund, research for the liaison team, and reviewing and saving approximately 80 calls for the , pulled from five different lines for a monthly fund review.
  • Handling escalated calls
  • Working closely with team mates to help resolve complex issues
  • Setting up and conducting weekly coaching sessions with the teammates
  • Taking inbound calls for 529s and Mutual fund retail accounts

Case worker

State of Missouri
01.2006 - 01.2007
  • Took applications for food stamps and Medicaid
  • Worked with individuals to try and get them qualified for both programs.

Citi Cards
01.2004 - 01.2006
  • Worked in a call center and took inbound calls
  • Helped customers with their credit card inquiries.

Education

High School -

Westport High School
Kansas City, MO
05.2001

Skills

Good listening skills

Creative problem solving

Multi-line phone talent

Good communication skills

Customer Relations

Telephone etiquette

Excellent written and oral communication Conflict Resolution

Complaint resolution

Report preparation

Staff education and training Administrative support

Training development aptitude Supervisory role experience Inbound and Outbound Calling Call Center Operations

Adaptive team player

Customer relations

Attention to Detail

Additional Information

I have been working in the customer service industry for over 20 years. Each role I have done has contributed to the skills that I believe are in line with what you are looking for in a supervisor. Working on the phones for over 16 years has given me the skill to listen intently to the customer while also researching the 'system' for a potential resolution. The positions where I was not on inbound calls allowed me to work on my problem-solving and attention to detail skills.

Timeline

International Operations Representative

Commerce Bank
11.2021 - Current

Investor Services Supervisor

DST/SS&C
09.2007 - 04.2021

Case worker

State of Missouri
01.2006 - 01.2007

Citi Cards
01.2004 - 01.2006

High School -

Westport High School

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Tina Bond