1. Summary
Highlights
Experience
YOLANDA GULBRANSON
4017 West 6550 South, Taylorsville, UT 84129 | C: 727-642-8669 | yoli08221975@gmail.com
Work in a well-organized friendly environment in a position where my skills, knowledge and
experience are utilized to their fullest.
Energetic work attitude
Multi-tasker
Energetic
Excellent problem solver
Strong work ethic
Organized
Team player
Flexible
Nov 2012 to Feb 2015Loan specialist
Zions Bank - West Valley City, FL
-Provide customer and/or operational support for the Direct Consumer Loan Center.
-Prepare documents for customer signature, using Laserpro and Appro based consumer
software systems, along with information provided by processing department.
-Responsible for building more complicated loan documents such as irregular payment
schedules, specialized covenants, various single pay loan structures and all faucets of private
banking loans.
-Work with upper management, underwriters, branches and title companies to obtain
information needed to prepare accurate loan documents for closing.
-Responsible for making corrections under tight time constrains.
-Maintain reports used by several different departments to schedule loan closing.
-Responsible for training new employees hired in the documentation department.
-I was promoted to Doc Specialist 2 in June 2014. Helping with answering all questions from
co workers, doing excel reports, updating subloan rates each week. Standing in when my
supervisor was out or on vacation.
-I was also Employee of the Month 4 separate times and Employee of the center Sept 2014.
Jun 2009 to Oct 2012Contact Center Representative
PSCU Financial Services - Clearwater, FL
-Responsible for answering high volume incoming telephone calls from members,
representatives from our Credit Unions & Merchant Verification. Research card information
to help resolve concerns. balance, inquires, reviewing accounts for closure requests, credit or
debit, due to lost/stolen or compromise, changing addresses as well as activating cards.
-I also take incoming calls from members from Delta Community Credit Union as a pay day
representative. Researching accounts for balance information, verify deposits, statuses on
loans, closing accounts, debit or credit card inquires,
-i have been trained for Visa Premier Cards to assist with accounts and the first steps needing
assistance with processing disputes, some chargeback experience, questions regarding
accounts, balance inquires. i have also been trained in fraud detection & I answer calls
between 6-8 am. i was also able to shadow with a representative in the Workforce dept to
learn the applications & duties that are required.
-I was able to train some to be an alternate help desk rep. Have taken some escalated calls
while shadowing.
Sep 2007 to Feb 2009Administrative assistant
Quality Calls - Clearwater, FL
-Duties included interviewing potential new hires & training new employees, and assist in

2. Education
terminating employees. Responsible for office inventory and supplies for the dept. Receive
data from clients and transfer reports to excel format. Review and auditing reports.
Responsible for staff inquires.
-As a quality control rep, duties included listening, reviewing and auditing telemarketing
calls, making sure scripting was provided correctly to the caller.
Feb 2006 to Dec 2007Customer Service Rep
Macys Credit & Customer Service Center - Clearwater, FL
-Receiving and handling a high volume of customer calls, and research and resolve billing
inquires, balances, payments & other concerns.
Dec 2001 to Feb 2006Claims Coordinator
Eautoclaims - Oldsmar, FL
-Duties included email response, outbound calls to insurance companies, adjusters,
independent appraisers, customers and body shops. Directing customers to preferred body
shops for damage inspections, estimates & photos for all types of vehicles.
-Inbound calls from above as well in regards to questions or concerns.
warranty issues from customers.
1997Associate of Science, General Education
Salt Lake Community College - Murray, UT
1993High School Diploma
Hillcrest High School - Murray, UT