Resident care provider
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Resident care provider

YEITSE Z LEON
Small Business Specialist
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PROFESSIONAL SUMMARY
SMALL BUSINESS SPECIALIST WITH THREE YEARS OF EXPERIENCE, DEDICATED TO DEEPEN BANKING
RELATIONSHIPS AND FLAWLESSLY SERVICE SMALL BUSINESSES AND CONSUMER PORTFOLIOS.
RESULTS- DRIVEN COLLABORATOR WHO HAS PROVEN TO EXCEED INDIVIDUAL AND TEAM GOALS BY
FINDING THE BEST POSSIBLE SOLUTIONS FOR BOTH THE COMPANY AND CLIENT. SEEKING A DYNAMIC
POSITION WITH A LEADING COMPANY, PARTICULARLY FOCUSED ON SALES AND MARKETING.
KEY QUALIFICATIONS
? Excellent communication skills in English and Spanish (verbal and written)
? Customer experience in handling lines of credit up to one million dollars
? Knowledge of small business and consumer banking (credit and deposits)
? Proven ability in creating financial strategies: identifying prospective clients,
assessing needs, and recommending financial solutions for small business
credit accounts and lines of credit
? Experienced leader with interpersonal skills and business acumen to drive
healthy professional relationships across multiple organizations
? Strong work ethic; enthusiastic, driven and goal-oriented
? Ability to effectively manage time and prioritize with strong organization
skills
WORK EXPERIENCE
Small Business Specialist
Bank of America, Corp., Brea, CA Feb 2017- Present
• Represented Brea nationwide in customer service
• Provided exceptional customer service and solutions to internal and external
clients exceeding site goals with a 97.33% resolution rate and 91.81% rate in
overall satisfaction
• Handled complex or escalated inquiries by providing differentiated customer
treatment and seamless delivery of service and/or fulfillment requests
• Successfully navigated through policy and procedures to mitigate risk and
minimize potential loss impacts, with a 100% score in adherence to protocol
• Investigated/resolved a wide variety of inquiries and requests that include
gathering additional information, setting expectations, working with multiple
systems and applications at the same time, partnering with other support
organizations to fulfill the request
• Proactively strengthened relationships with existing business owners by
providing seamless solutions


Retail Deposits Specialist l
Bank of America, Corp., Brea, CA Nov 2015- Feb 2017
Resolved concerns for 2000+ customers per month within a target
timeframe, while achieving high delight scores in customer surveys and
taking responsibility of their matters from start to finish
• Since coming onboard in November 2015, maintained a quality score of
100% throughout each month
• Identified opportunities in the site’s performance and shared it with my
peers through emails, team chat, 1-on-1 coaching and weekly team meetings
• Used critical thinking to independently find a resolution that is best for the
customer and business
• Proficient in Outlook, Synergy and Interact
• Embraced constant change without impacting customer experience
• Test piloted new products, system updates and reported any system issues
Sales Associate
Guess, Inc., Core, Brea, CA Oct. 2013- June 2016
• Exceeded daily, weekly and monthly sales goals
• Worked as a team in order to increase profit
• Assisted visual manager with floor sets and marketing every new season
• Assisted store manager with E-Commerce and daily productivity readings
• Coached and trained new hires
• Obtained several customer service and sales recognitions
EDUCATION
Arizona State University
Bachelor of Science: Business Administration, 2020
Mt. San Antonio College
Business Administration (Transfer), 2017- Present
3.0 GPA
El Dorado High School
High School Diploma
4.0 GPA

Relevant Coursework:
Business Organization and Management
Corporately trained in Small Business and Consumer Banking