Housing Manager

• Sep 2019 - Present

Housing/Financial Counselor/Business Training Instructor

• Oct 2011 - Sep 2019

Providing homeownership and financial education and counseling services to clients which includes foreclosure prevention, home buying and home maintenance solutions. Coordinating and conducting Microsoft office suite application to enhance client's office management skills. Providing homeownership and financial education and counseling services to clients which includes foreclosure prevention, home buying and home maintenance solutions. Coordinating and conducting Microsoft office suite application to enhance client's office management skills.

Relief Unit Manager

• Sep 2001 - Sep 2010

Assist Unit Manager with managing a team of 15 - 20 front-line bankers by coaching,knowledge building, and supporting critical support activities that will serve to developthe overall performance of telephone bankers. * Coach bankers in building first call resolution driven behavioral skills, and how tooffer the appropriate solutions to solve customer needs, * Monitor team statistics and performance to gauge strong and weak points of the team andassess where coaching is needed.

Peer Coach/Quality Analyst

• Sep 2001 - Sep 2010

Problem Resolution Coach Specialist - certifying bankers in all problem resolution calltypes using special problem resolution techniques and monitor calls for quality service* Assist the training departments in coaching new hires in Telephone banking during hands-on experience training. * Enhance the new banker's delivery and performance of the components related to firstcall resolution* Monitor calls of all bankers on all call types to insure quality customer service

Telephone Banker III

• Sep 2001 - Sep 2010

* Respond to customer inquiries relating to deposits, financial transactions, and problemresolution* Master customer service skills by providing prompt and accurate answers to customers,utilizing all available resources including bank computer software applications in aWindows environment* Identify and offering new opportunities and solutions by evaluating customers'financial needs and focusing on how chase products can better serve their financial goals* Customer sales(new accounts and other products)and retention* Provide online technical support and navigation in helping customers manage theiraccounts on www.chase.comAccomplishments and Awardso 1st banker out of 200 bankers to be certified on all problem resolution call types andwas promoted to the position of Problem Resolution Coach Specialisto Telephone Banker Call of the Month Award for the best quality customer service call outof 200 bankers.o Certificate of Appreciation for Outstanding Peer Coachingo Top sales banker for the team from 2005-2008o Off site (New York WAMU call center; Integration of Chase culture into the WAMU call center

Floor Supervisor/Service Clerk

• Jan 1995 - Jan 2007

Maintain order in the front end of the grocery store, * Training cashiers with money handling and performing monetary transactions* Enhancing the customer service skills of cashiers and baggers (baggers ages 16-18)* Perform monetary and service transactions (service clerk) Taking incoming callscustomer service calls and inquiries Maintain order in the front end of the grocery store, * Training cashiers with money handling and performing monetary transactions* Enhancing the customer service skills of cashiers and baggers (baggers ages 16-18)* Perform monetary and service transactions (service clerk) Taking incoming callscustomer service calls and inquiries

Team Manager and Sales Representative

• Jan 1999 - Jan 2001

Door to door (including businesses) for sales and marketing, * Managing, training and coaching new team members to build customer businessrelationships, sale and market campaigns, by utilizing special sales and marketing Door to door (including businesses) for sales and marketing, * Managing, training and coaching new team members to build customer businessrelationships, sale and market campaigns, by utilizing special sales and marketing