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Customer Service

Wilmington, Delaware, United States
January 16, 2018

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Marysol Arroyo

**** * *** **., **********, DE ***05 302-***-****


Bilingual banking professional proficient in working fast-pace demanding situations; strong organizational, technical, and interpersonal skills. Trustworthy, ethical, and discreet, committed to superior service with a strong record of hands-on work performance.

Key Skills

•Organization •Customer Service •Detailed-Oriented

•Multi-tasking •Flexible

•Bilingual (Spanish) •Microsoft Office Suite •Interpersonal

•Communication •Problem Solving •Adaptable

Professional Experience

Collector 07/2016-12/ 2016

Simm Associates, Newark, DE Making outbound calls to collect on student loan

Receiving inbound calls to discuss student loans

Negotiating payment from borrowers

Customer support 02/2016-05/2016

(Insource) Decision One Corporation Wilmington, DE

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;

Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;

Research required information using available resources;

Follow standard processes and procedures;

Identify and escalate priority issues per Client specifications;

Redirect problems to appropriate resource;

Accurately process and record call transactions using a computer and designated tracking software;

Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;

Organize ideas and communicate oral messages appropriate to listeners and situations;

Follow up and make scheduled call backs to customers where necessary;

Stay current with system information, changes and updates

Fraud Analyst 08/2015-10/2015

(Canon Recruiting Group, LLC) Bank of America Newark, DE

Monitor real time queues and identify high risk transactions within the business portfolio

Identify fraudulent transactions and cancel them from further processing

Resolve queued transactions within the service level agreements to reduce potential revenue losses

Interact with banks and customers to validate information to confirm or cancel authorizations

Resolve customer issues within the scope of existing service level agreements

Constantly monitor customer and transactional records to identify unauthorized transactions and fraudulent accounts

Maintain fraud analysis models to improve efficiency and effectiveness of company systems

Ensure confidentiality of all information collected during investigation

Determine existing fraud trends by analyzing accounts and transaction patterns

Identify system improvements to prevent fraudulent activities

Recommend anti-fraud processes for changing transaction patterns and trends

Recommend new software tools used for fraud detection, prevention and reporting activities

Generate suspicious activity reports and risk management reports for managers

Customer Service Coordinator 11/2012-09/2013

Capital One Wilmington, DE

Addressed customer service inquiries in a timely and accurate fashion

Cancelled product upon customers request along with using effective listening skills to address additional concerns

Reviewed charges for services requested, collected deposits, payments and processed billing

Provided accurate data entry of account information and related transactions

Initiated claim activation requests while probing for accurate details to ensure compliance of Capital Ones policies and procedures

Customer Service Collector 11/2008-05/2011

Wells Fargo Chester, PA

Processed and scheduled payments

Enforced policies and procedures to request notarized documentation for customers

Assisted customers with bankruptcy and repossession of accounts

Handled collections on past due accounts

Transferred misdirected calls to the appropriate department

Assisted customers and authorized third parties with account information in a high volume call center

Provided technical support in resetting online password for customers

Collections Representative 03/2006-03/2008

HSBC Bank New Castle, DE

Collected on house mortgages and refunded anticipated loans to clients

Assisted with tax documentation

Performed data entry and updated accounts.

Communicated with customers on past due account and negotiate an acceptable payment arrangement

Advised clients on overdue accounts, literature on financial counseling and solution on accounts

Provided solutions based on customer needs and cognizant of collection law and recommendation of appropriate action


The Delaware Education Reclamation Project Wilmington, DE

High School Diploma June 2000

Delaware Technical Community College Wilmington, DE

Business (In Progress)

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