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Actualizado 2015

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ILUSION
MILLES
11045 SW 6th Street. Miami, FL 33174
(786) 509-1501 - ILU2532@OUTLOOK.COM
Professional Summary
Customer-oriented and successful at troubleshooting and handling customer support issues in a timely
manner. I am an energetic customer service representative with strong time management skills who thrives in a
fast-paced, dynamic environment. Dedicated and passionate who provides exceptional customer service through
active listening and problem solving.
I am a Customer Service Professional highly skilled in call center management, training, recruiting, service
solutions, and innovative marketing concepts and also with more than 9 years of professional customer service and
leadership experience. Over all I am a Call Center Representative with expertise providing customer support in
high call volume environments and exceptional computer aptitude and telephone etiquette.
Skills
 Skilled in call center operations
 Multi-line phone operation proficiency
 Exceptional workflow management
 Adheres to customer service procedures
 Committed to maintaining
data integrity
 Strong problem solving aptitude
 Persuasive speaker
 Customer service award
 Account development
 Strong conflict resolution skill
 Fluent in Spanish and English
 Goal-oriented
 Positive and friendly
 Self-motivated
 Highly competitive
 Networking skills
 Territory management
 Customer service
 Interpersonal skills
 Researched sales leads
 Excellent work ethic
 Strong interpersonal skills
 Proficient in a variety of Sales system
like BOCRIS, CRM,RNS, ISTORE
and SYSTEM X
 Able to type 60 WPM
 Exceptional time management
skills Detail-oriented
 Detail-oriented
Work History
Mercantil CommerceBank 06/2015 to 08/2015
Quality Assurance Specialist (temporary)
 Coordinate with CBI Officer, Account Officers and CBI Representatives in regards to
compliance and BSA requirements such as: KYC, BSA Inquiries, and Enhanced Annual
Review EAR.
 Assist the CBI Officer in analyzing and preparing the following: KYC, BSA Inquiries and
Enhanced Annual Review, EAR.
 Interact with CBI customers in regards to KYC, BSA Inquiry, Enhanced Annual Review
EAR and any other request that may arise. Mercantil Commercebank.
 Coordinate and interact with other areas of Mercantil Commercebank, especially
Customer Service and Compliance Department.
 Manage CBI’s accounts in order to comply with specific federal regulations for such
international clients such as: Customer Due Diligence CDD, KYC, BSA Inquiry,
Enhanced Due Diligences EDD and Enhanced Annual Review EAR.
 Manage and update CBI’s Enhanced Annual Review EAR Log to keep the records and
the status of each EAR Write Up.
 Prepare Enhanced Annual Review EAR required by MCB policies and procedures.
 Execute Research on negative press for the customer, owners, and directors.
 Prepare Flow of Funds and Organizational Chart of the customers when required.
 Contact customers when necessary to request information, supporting documentation and
follow up until documentation is received.
 Provide information to the CBI’s staff regarding the status of EAR, KYC and or BSA
Inquiry that is being handled.
 Follow up the exceptions made with the authorization of the CBI Manager for EAR, KYC
and or BSA Inquiry.
 Determine if an account requires an Enhanced Due Diligence or an Enhanced Annual
Review, according to Mercantil Commercebank policies.
 Keep informed about CIP requirements, Compliance and BSA matters as required.
 To identify, evaluate, monitor and make any recommendation deemed necessary to their
respective Risk Management Committee in order to assess, reduce, eliminate or control
any current or prospective risks to earnings or capital arising from violations of, or
nonconformance with, laws, rules regulations, prescribed practices, internal policies and
procedures or ethical standards.
 Other duties as required like closer of an account at the moment.
Betmor International Consulting Inc. 07/20011 to Present
Credit Analyst
 Provide customer service and develops relationships with internal/external customers
and suppliers.
 personally visits customers, credit meetings, and bankruptcy proceedings if necessary.
 Responsible for an average of 100-200 active customers.
 Analyze credit data and financial statements to determine the of risk involved in
extending credit or lending money.
 ) Evaluate customer records and recommend payment plans based on earnings,
savings data, payment history, and purchase activity. degree
 Complete loan applications, including credit analysis and summaries of loan requests,
and submit to loan committees for approval.
 Generate financial ratios, using computer programs, to evaluate customers'
financial status.
 Review individual or commercial customer files to identify and select delinquent accounts
for collection.
 Negotiate customer disputes to resolution and documents root cause.
 Participate in major department projects and take an active role in cross-functional
teams to assist in driving quality improvements, processes, and initiatives
WellsFargo Bank
Teller then promoted to 07/2013 TO 12/2014
Personal Banker 12/2013 to 04/2014
 Offering and selling financial products and services (i.e. Credit Cards, CD's IRA's, Loans) to both consumer and small business customers.
 Establish, develop, retain, and deepen long-term relationships with current and potential customers in the community.
 Meet sales and customer delight goals by proactively meeting and greeting customers’ quickly identifying needs as they enter the store.
 Perform tasks such as opening deposit accounts, taking loan applications, handling customer service requests, etc.
 Support other sales associates as needed. Perform senior teller functions when assigned to in-store locations.
 Build and sustain relationships with consumer and small business customers.
 Know the business- including policies, procedures, and compliance.
 Interface with Commercial Business, Insurance, and Investment partners to ensure
ongoing communication with regard to existing and future customer needs.
 Analyze trends in both local/niche market and customer profiles to identify potential sales opportunities.
 Achieve personal production goals by expanding existing relationships and acquiring new business, utilizing effective calling techniques and
leveraging bank products and services.
 Resolve customer complaints/issues promptly and effectively.
 Proactively educate customers on utilizing available access channels (i.e. ATM, Online and Telephone Banking).
 Provide ongoing coaching to Tellers so they effectively identify referral opportunities.
 Take ownership of customer satisfaction.
 Possess a thorough knowledge of traditional banking products, understand various types of securities and able to qualify applicants for the full
array of non-traditional banking products.
 Understand various securities, investments, annuities and retirement plans.
 Supervised the branch in the absence of the Community Banking Manager.
Rent Sell Miami Realtors, LLC – Miami, FL 06/2011 to 05/2013
executive assistance/office manager
• Record and Process Accounts payable/receivable
• Provide Marketing and Management assistance
• answer and assist incoming and outgoing calls as well as in-person inquiries from
clients and colleagues
• Communicate daily with all departments
• Adjust accounts and run errands
• organize invoices in our database and Quick Books
• Input new information and update existing on MLS Database and company
marketing websites
• Create spreadsheet reports for monthly expenses
• Create and maintain marketing packages for advertisement
• Maintain the cleanliness of the office and order supplies
• Transcribe correspondence and manage all office documentation
• Maintain confidential records and performed filing
• Schedule appointments and inspections on all three counties
• Maintain confidential records and performed filing
• Responsible for Property Management (rental properties): collect rent payments,
lease renewals, service
like contracts, mail and correspondence, marketing for new forthcoming tenants, walk-
thru, and others.
• Supervise on-site inspections of properties in all three counties
• Other clerical duties as assigned
AT&T, Inc – Miami, FL 01/2010 to 05/2011
Customer Service Representative /Sales
 Provided excellent customer service in both English and Spanish, and addressed all comments, questions and concerns as well as solving any
arising problems to ensure the complete satisfaction of the customers.
 Exposure to various systems and software utilized at calling centers for customer service, sales and billing which work simultaneously at the time
of receiving an incoming call.
 Explained bills and charges to the customers through the employment of excellent verbal communication skills, and ensured a thorough
understanding by the customer.
 Met monthly sales goals and targets set by management by establishing relationships with the customers, fulfilling the customer's need with the
desired products, and working a flexible schedule.
 Gathered and verified all required customer information for tracking and security purposes.
 Mastery of customer service management systems and databases.
 Accurately documented, researched and resolved customer service issues.
 Defused volatile customer situations calmly and courteously.
 Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
 Resolved service, pricing and technical problems for customers by asking clear and specific questions.
 Managed high call volume with tact and professionalism.
 Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
 Learned the true meaning of a Very Satisfy Customer.
Freedom Fresh, LLC – Miami, FL 09/2006 to 09/2009
Account Receivables, Customer Care Specialist
 Processed payments and invoices using "Famous" Software.
 Established communication with past due customers in order to collect payments and make accounts current.
 Completed bank deposits and reconciled bank statements.
 Ensured high quality produce shipments for cruise ships through careful supervision and inspection of the purchased products.
 Met or exceeded service and quality standards every review period.
 Managed sales from initial start-up to full operational status.
 Acted professionally and patiently when addressing negative customer feedback.
 Maintained 100% accuracy in calculating discounts, interest and commissions.
 Successfully implemented new technologies and process automations to encourage continuous improvement.
 Composed effective accounting reports summarizing accounts payable data.
 Monitored payments due from clients and promptly contacted clients with past due payments.
 Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.
 Created daily and weekly cash reports for accounting management.
 Filed and addressed employee complaints in accordance with company policies and government regulations.
T-Mobile, Inc – Miami, FL 05/2004 to 09/2006
Assistant Manager
 Supervised the sales staff to ensure efficient performance and gratifying customer service.
 Coordinated monthly sale goals to encourage employees.
 Utilized various software for the creation of budget and sales reports for corporate office.
 Defused volatile customer situations calmly and courteously.
 Addressed and resolved customer product complaints sympathetically and professionally.
 Trained, coached and mentored staff to ensure smooth adoption of new program.
 Implemented innovative programs to increase employee loyalty and reduce turnover.
 Hired and trained over 100 of staff.
 Scheduled and led weekly store meetings for all employees.
 Increased profits through effective sales training and troubleshooting profit loss areas.
 Generated repeat business through exceptional customer service.
Education
Miami-Dade College - Miami, FL
 Bachelor of Science: Business Administration Accounting (enrolled )
Certifications
 Personal trainer Certification
 Aerobics and Fitness Instructor
 CPR & AED Certification with the Red Cross (infant and Adult)
 First Aid Certification
Recommendation letter upon request
Ad

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Actualizado 2015

  • 1. ILUSION MILLES 11045 SW 6th Street. Miami, FL 33174 (786) 509-1501 - ILU2532@OUTLOOK.COM Professional Summary Customer-oriented and successful at troubleshooting and handling customer support issues in a timely manner. I am an energetic customer service representative with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated and passionate who provides exceptional customer service through active listening and problem solving. I am a Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts and also with more than 9 years of professional customer service and leadership experience. Over all I am a Call Center Representative with expertise providing customer support in high call volume environments and exceptional computer aptitude and telephone etiquette. Skills  Skilled in call center operations  Multi-line phone operation proficiency  Exceptional workflow management  Adheres to customer service procedures  Committed to maintaining data integrity  Strong problem solving aptitude  Persuasive speaker  Customer service award  Account development  Strong conflict resolution skill  Fluent in Spanish and English  Goal-oriented  Positive and friendly  Self-motivated  Highly competitive  Networking skills  Territory management  Customer service  Interpersonal skills  Researched sales leads  Excellent work ethic  Strong interpersonal skills  Proficient in a variety of Sales system like BOCRIS, CRM,RNS, ISTORE and SYSTEM X  Able to type 60 WPM  Exceptional time management skills Detail-oriented  Detail-oriented Work History Mercantil CommerceBank 06/2015 to 08/2015 Quality Assurance Specialist (temporary)  Coordinate with CBI Officer, Account Officers and CBI Representatives in regards to compliance and BSA requirements such as: KYC, BSA Inquiries, and Enhanced Annual Review EAR.  Assist the CBI Officer in analyzing and preparing the following: KYC, BSA Inquiries and Enhanced Annual Review, EAR.
  • 2.  Interact with CBI customers in regards to KYC, BSA Inquiry, Enhanced Annual Review EAR and any other request that may arise. Mercantil Commercebank.  Coordinate and interact with other areas of Mercantil Commercebank, especially Customer Service and Compliance Department.  Manage CBI’s accounts in order to comply with specific federal regulations for such international clients such as: Customer Due Diligence CDD, KYC, BSA Inquiry, Enhanced Due Diligences EDD and Enhanced Annual Review EAR.  Manage and update CBI’s Enhanced Annual Review EAR Log to keep the records and the status of each EAR Write Up.  Prepare Enhanced Annual Review EAR required by MCB policies and procedures.  Execute Research on negative press for the customer, owners, and directors.  Prepare Flow of Funds and Organizational Chart of the customers when required.  Contact customers when necessary to request information, supporting documentation and follow up until documentation is received.  Provide information to the CBI’s staff regarding the status of EAR, KYC and or BSA Inquiry that is being handled.  Follow up the exceptions made with the authorization of the CBI Manager for EAR, KYC and or BSA Inquiry.  Determine if an account requires an Enhanced Due Diligence or an Enhanced Annual Review, according to Mercantil Commercebank policies.  Keep informed about CIP requirements, Compliance and BSA matters as required.  To identify, evaluate, monitor and make any recommendation deemed necessary to their respective Risk Management Committee in order to assess, reduce, eliminate or control any current or prospective risks to earnings or capital arising from violations of, or nonconformance with, laws, rules regulations, prescribed practices, internal policies and procedures or ethical standards.  Other duties as required like closer of an account at the moment. Betmor International Consulting Inc. 07/20011 to Present Credit Analyst  Provide customer service and develops relationships with internal/external customers and suppliers.  personally visits customers, credit meetings, and bankruptcy proceedings if necessary.  Responsible for an average of 100-200 active customers.  Analyze credit data and financial statements to determine the of risk involved in extending credit or lending money.
  • 3.  ) Evaluate customer records and recommend payment plans based on earnings, savings data, payment history, and purchase activity. degree  Complete loan applications, including credit analysis and summaries of loan requests, and submit to loan committees for approval.  Generate financial ratios, using computer programs, to evaluate customers' financial status.  Review individual or commercial customer files to identify and select delinquent accounts for collection.  Negotiate customer disputes to resolution and documents root cause.  Participate in major department projects and take an active role in cross-functional teams to assist in driving quality improvements, processes, and initiatives WellsFargo Bank Teller then promoted to 07/2013 TO 12/2014 Personal Banker 12/2013 to 04/2014  Offering and selling financial products and services (i.e. Credit Cards, CD's IRA's, Loans) to both consumer and small business customers.  Establish, develop, retain, and deepen long-term relationships with current and potential customers in the community.  Meet sales and customer delight goals by proactively meeting and greeting customers’ quickly identifying needs as they enter the store.  Perform tasks such as opening deposit accounts, taking loan applications, handling customer service requests, etc.  Support other sales associates as needed. Perform senior teller functions when assigned to in-store locations.  Build and sustain relationships with consumer and small business customers.  Know the business- including policies, procedures, and compliance.  Interface with Commercial Business, Insurance, and Investment partners to ensure ongoing communication with regard to existing and future customer needs.  Analyze trends in both local/niche market and customer profiles to identify potential sales opportunities.  Achieve personal production goals by expanding existing relationships and acquiring new business, utilizing effective calling techniques and leveraging bank products and services.  Resolve customer complaints/issues promptly and effectively.  Proactively educate customers on utilizing available access channels (i.e. ATM, Online and Telephone Banking).  Provide ongoing coaching to Tellers so they effectively identify referral opportunities.  Take ownership of customer satisfaction.  Possess a thorough knowledge of traditional banking products, understand various types of securities and able to qualify applicants for the full array of non-traditional banking products.  Understand various securities, investments, annuities and retirement plans.  Supervised the branch in the absence of the Community Banking Manager. Rent Sell Miami Realtors, LLC – Miami, FL 06/2011 to 05/2013
  • 4. executive assistance/office manager • Record and Process Accounts payable/receivable • Provide Marketing and Management assistance • answer and assist incoming and outgoing calls as well as in-person inquiries from clients and colleagues • Communicate daily with all departments • Adjust accounts and run errands • organize invoices in our database and Quick Books • Input new information and update existing on MLS Database and company marketing websites • Create spreadsheet reports for monthly expenses • Create and maintain marketing packages for advertisement • Maintain the cleanliness of the office and order supplies • Transcribe correspondence and manage all office documentation • Maintain confidential records and performed filing • Schedule appointments and inspections on all three counties • Maintain confidential records and performed filing • Responsible for Property Management (rental properties): collect rent payments, lease renewals, service like contracts, mail and correspondence, marketing for new forthcoming tenants, walk- thru, and others. • Supervise on-site inspections of properties in all three counties • Other clerical duties as assigned AT&T, Inc – Miami, FL 01/2010 to 05/2011 Customer Service Representative /Sales  Provided excellent customer service in both English and Spanish, and addressed all comments, questions and concerns as well as solving any arising problems to ensure the complete satisfaction of the customers.  Exposure to various systems and software utilized at calling centers for customer service, sales and billing which work simultaneously at the time of receiving an incoming call.  Explained bills and charges to the customers through the employment of excellent verbal communication skills, and ensured a thorough understanding by the customer.  Met monthly sales goals and targets set by management by establishing relationships with the customers, fulfilling the customer's need with the desired products, and working a flexible schedule.  Gathered and verified all required customer information for tracking and security purposes.  Mastery of customer service management systems and databases.  Accurately documented, researched and resolved customer service issues.  Defused volatile customer situations calmly and courteously.  Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.  Resolved service, pricing and technical problems for customers by asking clear and specific questions.  Managed high call volume with tact and professionalism.
  • 5.  Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.  Learned the true meaning of a Very Satisfy Customer. Freedom Fresh, LLC – Miami, FL 09/2006 to 09/2009 Account Receivables, Customer Care Specialist  Processed payments and invoices using "Famous" Software.  Established communication with past due customers in order to collect payments and make accounts current.  Completed bank deposits and reconciled bank statements.  Ensured high quality produce shipments for cruise ships through careful supervision and inspection of the purchased products.  Met or exceeded service and quality standards every review period.  Managed sales from initial start-up to full operational status.  Acted professionally and patiently when addressing negative customer feedback.  Maintained 100% accuracy in calculating discounts, interest and commissions.  Successfully implemented new technologies and process automations to encourage continuous improvement.  Composed effective accounting reports summarizing accounts payable data.  Monitored payments due from clients and promptly contacted clients with past due payments.  Reconciled discrepancies between accounts receivable general ledger account and accounts receivable trial balance account.  Created daily and weekly cash reports for accounting management.  Filed and addressed employee complaints in accordance with company policies and government regulations. T-Mobile, Inc – Miami, FL 05/2004 to 09/2006 Assistant Manager  Supervised the sales staff to ensure efficient performance and gratifying customer service.  Coordinated monthly sale goals to encourage employees.  Utilized various software for the creation of budget and sales reports for corporate office.  Defused volatile customer situations calmly and courteously.  Addressed and resolved customer product complaints sympathetically and professionally.  Trained, coached and mentored staff to ensure smooth adoption of new program.  Implemented innovative programs to increase employee loyalty and reduce turnover.  Hired and trained over 100 of staff.  Scheduled and led weekly store meetings for all employees.  Increased profits through effective sales training and troubleshooting profit loss areas.  Generated repeat business through exceptional customer service. Education Miami-Dade College - Miami, FL  Bachelor of Science: Business Administration Accounting (enrolled )
  • 6. Certifications  Personal trainer Certification  Aerobics and Fitness Instructor  CPR & AED Certification with the Red Cross (infant and Adult)  First Aid Certification Recommendation letter upon request
  • 7. Certifications  Personal trainer Certification  Aerobics and Fitness Instructor  CPR & AED Certification with the Red Cross (infant and Adult)  First Aid Certification Recommendation letter upon request