Customer Service Representative

lynette hernandez

Email: *********@********.***

Address: *** ********** **.

City: burbank

State: CA

Zip: 91504

Country: USA

Phone: 818-***-****

Skill Level: Experienced

Salary Range: $40,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Lynette Hernandez

309 Birmingham Rd. Burbank, CA 91504 818-***-**** *********@********.***

Skills Summary

A skilled Customer Service Professional with a record of success at providing a high level of customer satisfaction, with the ability to accurately assess and meet customer needs. Consistently producing measurable results that meet and exceed company goals. Skills include:

* Bilingual in Spanish * Skip tracing * Multitasking

* Type 35 WPM/ 10 Key by Touch * Strong Organizational skills * Attention to Detail

Professional Experience

Bank of America-Pasadena, CA 10/2008-1/2011

Senior Fraud Analyst

* Strong analytical and organizational skills pertaining to high risk accounts.

* Excellent ability to work independently and effectively handle multiple responsibilities in a support/production environment.

* Worked with state-of-art fraud detection tools and processes to identify and mitigate monetary, regulatory and compliance -related risk.

* Competently assist customers with; claims for unauthorized transactions and disputes, transfers, transfer deposits between checking/savings accounts, researched and analyzed complex accounts involving the use of internal and external systems, databases and other resources.

* Provided risk mitigation recommendations to senior and executive leaders

Bank of America - Pasadena, CA 02/2003-9/2008

Sr. Collection/Customer Service Representative

* Provided professional customer support in a high volume inbound/outbound call center for nationwide customer base.

* Protected bank assets by lowering incidents of delinquencies, negotiated payments, and payment arrangements while adhering to FDCPA regulation.

* Discussed different options with customers to keep accounts up to date.

* Made decisions within authority level and according to Bank of America guidelines to prevent/ mitigate losses on accounts that were 30-150 days delinquent.

* Accurately and expeditiously process customer account payments and inquiries.

* Processed payments, filed claims for unauthorized transactions and disputes, balance transfers, payments, stop payments, account inquiries, and fee reversals.

* Monitor high risk accounts and knowledgeable on programs and financial analysis

* Documented customer account transactions accurately.

* Adapt to changes within our site and business need.

Fry`s Electronics-Burbank, CA 06/1996-06/2001

Customer Service/Customer Relations Representative

* Processed returns and credit invoices for customers, verified customers` transactions, emailed, and faxed information.

* Handled inbound calls/transferred calls to direct departments.

* Acted as a liaison between management and customers.

* Educated customers on computer components products/cross-selling and up-selling products.

Education

* Taylor Business Institute - New York, NY Associates Degree - In Progress

* Mother Cabrini High School - New York, NY Diploma

* Proficiencies and experience: Microsoft Word Perfect, Dos, Microsoft Windows 98, Excel, Microsoft Outlook, Coins, Image View, Boss, Lexus Nexis, Fast Data, Experian

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