This document summarizes the professional experience of an individual with over 30 years of experience in financial services, real estate, and customer service roles. They have held positions as an Intake Analyst and Senior Customer Service Rep at Genworth Financial, an Escrow Officer and Realtor at East Bay Sothebys International Realty, an Accounting Specialist at Bay Cities Credit Union, and a Branch Supervisor at ALFA Federal Credit Union. They also have a Business Management degree from Cal Poly Pomona University and a Real Estate License.

1. PROFESSIONAL EXPERIENCE
Genworth Financial, Long Term Care Division, 1650 Los Gamos Dr. San Rafael, CA
Intake Analyst, Senior Customer Service Rep – March 2009 to present
­ Made high volume of calls to claimants and their representatives after they have contacted the
Claims Center to initiate a long term care claim.
­ Advised claimants of their policy coverage and benefit eligibility requirements.
­ Handled claim inquiries on multiple product types.
­ Made decisions about necessary next steps needed to verify eligibility.
­ Coordinated records request from facilities and home care providers for claim review.
­ Ordered and coordinated assessments from third party providers to help establish insured’s
eligibility.
­ Assisted in test programs to implement new procedures. Helped to determine if new programs
were working properly and identified possible problems and solutions.
­ Explained specific coverage and claim status to claimants and their representatives.
East Bay Sothebys International Realty – 1430 Leimert Blvd, Oakland, CA 94610
Escrow Officer and Licensed Realtor ­ October 2000 to May 2011
­ Promoted sales of properties through website development, advertisements, open houses,
and participated in multiple listing services for both residential and commercial properties.
­ Prepared purchase contracts, addendums and general contract negotiations between Buyers
and Sellers​ .
­ Served as an intermediary between Lenders, Appraisers, Inspectors and Title Companies to
insure the successful completion of each sale.
Bay Cities Credit Union ­ 22777 Main St, Hayward, CA 94543
Accounting Specialist ­ June 1994 to October 2000
­ Handled all ACH (Automated Clearing House) transactions through the Federal Reserve and
developed audit strategies to maintain the integrity of each transaction.
­ Processed and balanced all share draft transactions.
­ Administered and developed all Visa fraud and loss prevention programs. Responsible for
balancing and keeping track of all Visa financials, auditing and card ordering and replacement
issues.
­ Prepared, examined, and analyzed accounting records, financial statements, and other
financial reports to assess accuracy, completeness, and conformance to reporting and
procedural standards

2. ALFA Federal Credit Union – Naval Air Station, Alameda, CA
Branch Supervisor – September 1990 to June 1994
­ ​Oversaw activities of all Member Services employees, monitored all CD investments and was
the IRA custodian.
­ Interacted with customers to provide information in response to inquiries about products and
services and to handle and resolve complaints.
­ Served as the Branch Supervisor at two locations and was in charge of branch activities such
as vault operations, share draft desk, teller’s daily activities and switchboard operations and
maintained auditing records for each department.
­ Reviewed activity reports, and other performance data to measure productivity and goal
achievement and to determine areas needing program improvement.
­ Evaluated subordinate job performance and conformance to regulations, and recommends
appropriate personnel action when needed.
Education and Training
I am proficient in use of Microsoft Word, Excel and PowerPoint, Calypso.
Business Management:
Cal Poly Pomona University Pomona, Ca August 1984 to June 1988
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License to Practice Real Estate
Oakland , October 2004 to October 2012
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Fraud and Loss Prevention
Visa International Redwood City, Ca 1999