1. Cynthia S. Jones
11714 Indian Camp,San Antonio, Texas 78245 | 210-238-6876 | hcsjones@gmail.com
SUMMARY
Highly trained and motivated professional with over 10 years of experience in supervising and
training personnel in all areas of Customer Service finance, accounting, budgeting, bookkeeping,
and taxes. Extended experience in administrative and management fields. Possesses a strong
ability to effectively communicate with clients and peers. Excellent customer service, sales
experience, and time management skills.
SKILLS
 Ten years+ customer service experience
 Ten years+ training development and deployment experience
 Deals effectively and confidently with clients and upper management
 Fluent in Spanish – verbal and written
 Highly detailed and organized with excellent event coordination,
interpersonal and strong public speaking skills
 highly motivated with the ability to work in complex and fast-paced
environments
 Microsoft Office, Peachtree, QuickBooks, Great Plains Dynamics and SAP
Accounting software proficiency
EXPERIENCE
Present– Business and Insurance Representative USAA Savings Bank, San Antonio TX
 provide member on-boarding, servicing and/or facilitation of product sales
through various channels. Deepens and retains member relationships through
needs assessment and solution offerings from USAA products and services.
 Gathers information and close on product sales demonstrating intermediate skills
and knowledge of USAA products and benefits.
 Identifies member events to provide solutions on products that meet the
member's needs and facilitate the member's financial security.
 Empathizes with members and provide excellent Customer Service experience
March 2015 Tier 1 Deposit Customer Solution Assoc., Bank of America, San Antonio, TX
August 2015
 Senior online customer service solution associate with inbound communications via
phone, text or email
 Perform account-related transactions
 Refer customers to appropriate line of business associate for other bank activities
 Resolve customer issues related to online account management
 Monitors and routes outstanding service requests with customer follow up
 Accountable for successful resolution of all customer requests

2. Dec 2014- Customer Service Representative, Wells Fargo San Antonio, TX
May 2015
 Inbound Customer Service Representative
 Provided first level support for issues with online account management
 Provided resolution of customer service complaints thru online computer
system
Mar 2007- Military Pay Technician, Defense Military Pay Office Fort Bragg, NC
May 2013
 Technician within the Finance in/out processing department
 Performed comprehensive review of military pay transactions including debt
collection, special incentive pay and allowances
 Audited documentation for completeness and accuracy
 Audited and resolved problem cases involving overpayment and underpayment
of pay entitlements
 Conducted separation briefings for all soldiers leaving the Army
June 2006- Customer Service Representative, RBC Centura Bank Raeford, NC
Sept 2006
 Customer service representative responsible for customer orientation of bank
products
 Bank teller
 Reviewed pay authorization documents for entitlement and amounts
determination
 Customer account management for active customers and annuitants
Dec 2005- Customer Service Official, Fort Sill National Bank Spring Lake, NC
June 2006
 Customer service representative responsible for new customer account
establishment
 Bank teller that provided over the counter customer service including deposits,
withdrawals, money orders, and transaction processing within computer system
 Operated drive thru teller window
 Customer account management for active customers
Dec 2002- Multicultural Program translator and FRG Rep, Fort Bragg, NC
Sept 2005
 Served as translator for Hispanic families as the representative for the
multicultural program
 Administrative assistant for the Family readiness Group Program
 Performed clerical and administrative duties in support of program
documentation review
 Worked as liaison between personnel for policy, procedure and management
practice review
 Identified requirements related to family readiness
 Participated in development of local cultural program development
 Maintained knowledge of changes to the Family readiness Program include
referral information on the Army Family policy and community resources

3. EDUCATION
Current National University College – Working towards Bachelor in Human Resource with
Minor in Accounting
REFERENCES
Available upon Request