Leslie Guzman

***** *** ***** **.

Moreno Valley, CA 92551

626-***-**** ab812t@r.postjobfree.com

CAREER OBJECTIVE

An inspired and success driven Student Support Representative in quest

of career growth. With the ability to learn and adapt to a fast paced

environment always with a team player state of mind.

PROFESSIONAL SKILLS PROFILE

Excellent Organization and Public Relations Skills; 4 years experience

in Secondary/University educational and leadership programs; Interpret

a variety of instructions in written, schedule, diagram and oral form.

Excellent oral, written, and listening communication skills in English

and in Spanish; 7 years experience in professional customer service,

sales and patron relations; 4 years experience in academic customer

service, sales and patron relations

MS Word, Outlook, PowerPoint, Excel MSP

Early Resolution IEX/ Webstation

Davox Easy Pay

Loan Image Viewer Lotus

Soft Phone Adobe Professional

Data processing Photoshop

Scan Copy

35 wpm Fax

Avaya IP agent Verint

Easy Pay Plus SIS+

I Dial Pacer

AFS Accer

Itop Millennium

CACS OTTS

CRM SRM/ CampusVue

EDUCATION

BA - Spanish Literature, June 2009

UNIVERSITY OF CALIFORNIA, Riverside, California

BS- Business Administration, In Progress

Westwood College, Upland, California

Honors & Activities:

. Mentor Chair, Mujeres Unidas of UCR (1year)

. Member, Mujeres Unidas of UCR (2 years)

EMPLOYMENT EXPERIENCE

Student Support Representative May 2012- Present

Westwood College

Upland, California

Full-time permanent staff position with an accredited college. Work in

fast paced and changing environment. Providing support to prospective

and new students.

. Provide excellent customer service to all current students,

prospective students, and visitors.

. Consistently engage in communication with students via various

communication methods.

. Participate in cross-departmental and staff meetings as needed.

. Manage all registration to ensure all requirements are met.

. Create and audit student files.

. Process re-entries, transfer-in's, cancels, and updates.

. Meet with students who are requesting or returning from a leave of

absence.

. Generate or make requested and/or scheduled reports.

. Assist with the planning for "Welcome Week" and Orientation.

. Monitor activities and events for campus and clubs.

. Assist with the planning of ceremonies.

. Assist in management of all graduation facets including preparation,

cap/gown distribution, ceremony, etc.

. Coordinate tutoring workshops.

. Conduct campus tours as needed.

. Coordinate student surveys.

. Ensure smooth transitions for all campus transfers by working with

other campuses.

Bankruptcy Specialist January 2012- May 2012

Wells Fargo Dealer Services

Rancho Cucamonga, California

Full-time permanent staff position with one of the region's most

competitive finance and banking companies. Work in fast paced and

changing call center environment. Bankruptcy phone team group with

constant customer relation

. Provide excellent customer service while also maintaining high

customer confidentiality.

. Take calls in both English and Spanish for active, discharged and

dismissed bankruptcy accounts.

. Work well with high call volume.

. Work under minimal supervision.

. Utilize verbal communication on a daily basis with our customers.

. Review new accounts into bankruptcy.

. Negotiate reaffirmations.

. Make basic payment arrangements.

. Analyze accounts to determine the best course of action to maximize

the company's recover all within policies and procedures outlined.

. Resolve matters regarding plan valuations.

. Coordinate and submit voluntary surrenders.

Collector I April 2010- December 2011

Wells Fargo Home Mortgage

San Bernardino, California

Full-time permanent staff position with one of the region's most

competitive finance and banking companies. Work in fast paced and

changing call center environment. Default phone team group with

constant customer relations. We are retention and collections working

together to help save homes.

. Worked as a senior representative; assisting with escalated calls.

. Provide excellent customer service while also maintaining high

customer confidentiality.

. Take or make early stage, late stage, Foreclosure, Bankruptcy

collection calls in both English and Spanish.

. Work well with high call volume.

. Work under minimal supervision.

. Utilize verbal communication on a daily basis with our customers.

. Assist supervisor with the monitoring of login and logout times for

representatives.

. Keep a record for supervisor of all overtime hours taken by fellow

team members.

. Daily use of internet; Early Resolution; MSP; Loan Image Viewer;

Easy Pay; to better assist the customer.

. Provide one on one coaching for fellow team members on Par scores,

emails, and standard operating procedure updates.

. Assist supervisors in solving escalated issues for the customer.

. Take supervisor/ escalated calls when complains arise.

. Run round tables and discussions in meetings.

. Create PowerPoint presentations to distribute to the team and

facilitate learning and changes.

. Assist in floor support; answer questions for representatives; keep

track of the repetitive questions and address supervisor.

. Part of the Work from Home pilot.

. Worked directly with the Early Resolution design team to help with

improvements on the program to ease daily duties.

. Part of the Bankruptcy/ Foreclosure Single Point of Contact

assistance team, assisting home preservation specialist answer

customers' questions on the process of bankruptcy and foreclosure

status on accounts.

. Part of the Single Point of contact overflow team; assisting home

preservation specialists with call volume.

Collector I September 2009- April 2010

AeroTek- Wells Fargo Home Mortgage

San Bernardino, California

Full-time interim staff position with one of the region's most

competitive finance and banking companies. Work in fast paced and

changing call center environment. Default phone team group with

constant customer relations. We are retention and collections working

together to help save homes.

. Take or make early stage, late stage, Foreclosure, Bankruptcy

collection calls in both English and Spanish.

. Daily use of internet; Early Resolution; MSP; Loan Image Viewer;

Easy Pay; to better assist the customer.

. Utilize verbal communication on a daily basis.

. Provide excellent customer service.

LAI Student Assistant January 2006 -June 2009

UC Riverside Library

Riverside, California

A fast-paced customer service position in a higher education

environment which enabled the ability to gain excellent experience in

public relations.

. Provide excellent customer service.

. Aid in supervision of other student workers.

. Refer library patrons to other departments.

. Check in/out 1-100 library books and materials at one time.

. Provide telephone communication for patrons and other faculty

departments.

. Search through books, internet and library databases.

. Issue library cards.

. Create library card holder accounts and accept payment for library

card accounts.

. Confirm faculty and student status.

. Update patron records.

. Stack, sort, shelve and re-shelve material from the ground up.

. Send and receive mail.

. Issue and cancel holds for library materials.

. Approve ILL request.

. Exercise keen judgment.

. Work independently.

. Maintain library and University policies and procedures.

. Maintain extreme patron confidentiality.

. Have extreme knowledge of library and University problems and

procedures.

. Receive library donations for collection development.

. Keep a log of lost and found items.

Receiving Clerk Summer 2008

NFI Industries

Chino, California

Warehouse environment which allowed the interaction and learning of

the essentials of team work.

. Provide excellent customer service.

. Account for all incoming and outgoing merchandise.

. Account for all errors that are presented from the customer.

. Manage receiving schedule of inbound shipments for vendors.

. Insure that drivers depart with appropriate paperwork.

. Receive and unpack materials and supplies.

. Complete shipping and receiving reports.

. Account for sealed trailers upon arrival.

Cashier January 2004-September 2005

La Mexicana Party Supplies

Rialto, California

Small business environment where fundamentals of customer service were

learned.

. Provide customer service

. Manage cash.

. Create sales reports.

. Stock and restock the shelves.

. Assist all customers with inquiries.

. Create merchandise displays.

. Create a rental schedule.

. Account for all incoming/ outgoing rentals.

. Receive and make necessary phone calls.

. Assist with inventory control for the store.

REFERENCE

Available upon request

Contact this candidate