1. 1465 Lady Amy Drive, Casselberry, FL 32707407-696-2825mary.buckalew3456@gmail.com
Mary Buckalew
Summary of Qualifications
 Excellent receptionist, customer service, access management,collections and call center experience
 Proficient usage of auto dialer direct and dialer systems
 Able to handle multiple tasks simultaneously and accurately
 Possess a customer service focus with strong interpersonal skill that builds and maintains professional
relationships with customers and co-workers
 Experienced in the usage of Microsoft word, excel, windows and outlook
Experience
2015 to 2016
Pershing Advisor Solutions
Provided reporting services on accounts
2014 to 2015
Account Services
Processed and proof read contracts
2013 to 2014
PershingLLC, a subsidiaryof BNY
Mellon
Lake Mary, FL
Customer Service/ A ccess Management
Provide quality service,problem resolution and account transactions in a timely manner
Perform operationaltasksincluding processing,balancing,and servicing security transactions
Resolved complicated customer inquiries; Investigated and corrected errorsin customer accounts
1991-2013 Wells Fargo Bank Lake Mary, FL
Mortgage Loan Specialist III
Evaluated foreclosed loansand compiled documentation
Performed taskswith limited supervision handling confidentialmaterialin a professionaland ethicalmanner
Processed conforming and non-conforming loan products,including analyzing and validating data
Used time management and organization skills to effectively prioritize multiple objectives achieving volume goals
Customer Service, Collections and Call Center
Handled collections and customer service in a callcenteroperation using auto dialer system and skip traced on
supreme and CS2000
Negotiated fullpaymentsand termswith delinquent customersin a professionaland courteous manner
Developed and maintained professionalrelationships with customersand co-workers through strong effectively using
interpersonalskills
Researched and resolved customersquestions and financialneedsin a timely manner
Trained and assisted employeesincreasing their computer efficiency and productivity

2. A dministrative A ssistant /Receptionist
Handled switchboard and allreceptionist duties
Managed accountspayable and bills related to 3rd party servicing group
Prepared satisfaction of titles and requested duplicate titles
Printed company reports,assisted in file room,scanned documentsand allrelated activities
Held Notary Public License
Central Purchasing A pproval Center
Resolved customerand dealercomplaints
Managed and responsible for the input of dealer contracts
Purchased branch contracts and assisted directbranchesin purchasing
Prepared data entry,pulled credit bureaus,advised dealersof results of credit applications
Posted paymentsforallof the Southeast United States
Education
Denver Community College Denver, CO
Bookkeeping and Accounting
Professional Development
G.L.A.D. Wells Fargo
Time Management
Stress Management

3. MEMORANDUM: May 13, 2015
From: JamesLeGrand,Vice President –PershingLLC,a subsidiaryof BNYMellon
To: Prospective Employers
Subject: RecommendationLetterforMary Buckalew
Withthisletter,Iprovide mystrongrecommendationforMaryBuckalew!
Mary firstbeganworkingwithme inourEntitlementsManagementGroup.Herrole wasto assistinthe
creation,maintenance andcustomerservice forsystemsentitlementsonbehalf of ourinternal
employeesandexternalcustomers.Takingoverthisrole wascritical,asthe teamshe helpedtoreplace
was askedtocomplete anextremelylarge initiative.
Withlittle training,alotof independentstudy,andwithaneedtocome up to speedveryquicklyona
complex process,Marywasa clearshiningstaramongstthe other consultantsthatwe hiredduringthe
same timeframe.Herabilitytolearnquickly,herincredible customerservice friendlyattitude, andher
willingnesstoassistthe otherconsultantsmade herthe cleargo to personformajorissuesresolutions
and forspecial projects.
Mary fulfilledthe EntitlementsManagementrole formore thana year,whichincludedacontract
extensionduringthattime.Once completed,Marywasselectedasa consultanttofulfillthe role of
CustomerService/ProcessorinPershing’sAccountServicesdepartment.Thatselectiondemonstrates
the confidence we have inMary’sabilitytolearnquickly,provide highclasscustomerservice,andto
workextremelywell withdetailedandcomplicatedprocesses.
If you wouldlike todiscussthisrecommendationletterforMary Buckalew,Ican be reachedinthe office
at 321.249.4625 or viaemail atjlegrand@pershing.com. Ican alsobe reachedviacell phone at
732.397.4048.
Sincerely,
JamesLeGrand
Vice President,ProjectManagementOffice
PershingLLC,a subsidiaryof BNYMellon

4. October8, 2014
Re: RecommendationforMaryBuckalew
Dear HiringManager:
I was initiallyimpressedwithMaryBuckalew’senthusiasm, communicationskillsandprofessional
demeanorwhenIhiredherovera year ago as a ProcessingAssociate withinPershingLLC’sAccess
ManagementDepartment.Duringthe one yearMary reportedtome,she consistentlydemonstratedall
of these qualitiesandmore,andIheartilyendorse herforanycustomerservice ortechnical position.
Mary isreliable,dedicatedandeternallyupbeat.Herabilitytocalmangryor frustratedcustomersis
unparalleled,anditisbecause of herexcellence inthisareathatI repeatedlyaskedhertomentorthe
otherassociatesinthe call group that coulduse herexperience.Marymultitaskseffectivelyandisable
to handle ahigh-volumeworkload.She consistentlymetorsurpassedall weeklycall centermetrics
(includingcustomersatisfaction,call volume andresponsetime),herdailywrittenreportswere accurate
and thoroughandher processingwasaccurate and withinthe service levelsestablished.
Of particularvalue tome as a formercall centermanagerwasMary's teamplayermind-set,enthusiastic
embrace of change,abilitytoworkwithminimal supervisionandunwaveringcommitmenttoexceeding
customerexpectations.IregularlyreceivedunsolicitedpraisefromcustomerscommendingMary's
outstandinglevel of service,professionalismandfollow-through.
Organizedanddiligent,Maryquicklylearnedtechnologysystemsandsoftware thatwere unfamiliarto
herwhenshe firststartedwithPershing,andshe alsoattendedoptional professional-development
trainingoffered.
Mary isa hardworking,top-performingtechnologycustomerservice professional.She hasmyhighest
recommendation,andIam happyto furnishmore detailsif youwouldlikeadditionalinformation.
Sincerely,
JuanRojas
AssistantManager/TeamGroupLeader
PershingLLC
(321) 249-4942