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Customer Service Representative

Dallas, Texas, United States
February 17, 2018

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Capital One Public

Norma Trevino


Summary of Qualification

• Customer Service Representative / 11 Year Experience in Call Center Setting

• Proficient in utilizing Microsoft Office products, Outlook, Excel and Internet functions.

• Understanding of the Texas Retail Electricity Market (including ERCOT) as well as Public Utility Commission of Texas.

• Protective with sensitive information that requires confidential handling in a Banking environment that is dictated by the FDIC Law.

• Meet stringent Government and Banking guidelines.

• Excel in deadline-driven environments.

• Major strengths include excellent communication skills, computer and internet literate, a dedicated team player, committed to providing high-quality support and excellent problem-solving skills in corporate settings.

• Self-motivated and organized in orchestrating tasks and details to achieve goals. Skills

Bilingual: Spanish (read and write)

• Extensive communication and teamwork skills with both internal and external customers.

• Ability to work effectively in a rapidly changing environment.

• Exceptional listener and communicator who effectively conveys information verbally and in writing.

• Dependable, responsible contributor committed to excellence and success.

• Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multiple concurrent projects.

• Working knowledge of Internet and related emerging technologies used to effectively analyze critical business data.


07/04/2016 – Present Collabra

Client is Capital One Home Loan

• Receive incoming calls from home loan mortgage holders.

• Process monthly mortgage payments per customer’s request

• Generate payoff’s

• Processed incoming calls from homeowner or third parties, regarding issues with their home loans, or insurance or tax escrow account.

10/26/2015- 04/14/2016 American Heart Associations Customer Relations Specialist

• Receive incoming calls from customers who are having health issues regarding their heart.

• Provided customers information from the American Heart Association’s web pages.

• Receive incoming calls from customers who need to be certified by the American Heart Associations to perform CPR, First Aide, AED as a job requirement.

• Provide information where customers can locate a local training center in their area.

• Transfer calls to our technical support group when customers are having issues to access the web site.

• Process requests from customers that want to make a donation to the American Heart Association. Norma Trevino

Capital One Public

06/2015 – 10/23/2015 Colonial Savings Ft. Worth Texas Customer Relations Specialist

• Process monthly mortgage payments per customer’s request

• Scan, copy, email documents to other departments

• Generate payoff’s

• Analyze escrow account to modify monthly payments 8/2005-4/2014 Bank of America NA Richardson, TX

Senior Research Specialist / Customer Service

• Performed mortgage loan research across company multiple systems to provide thorough and accurate responses with regard to audit inquires.

• Addressed errors on home owner loan modification document, send report out for correction to the Case Relation Manager.

• Generated request for reprints of the corrected loan modification documents to be sent to homeowner.

• Received Tier II escalation calls and was accountable for end to end customer resolution. Customer Service

• Processed incoming calls from homeowner or third parties, regarding issues with their home loans, or insurance or tax escrow account.

• Generated updates on home owner insurance policy information

• Processed payments for their monthly mortgage; solved issues on their property taxes and insurance payment 12/2003-08/2005 Alliance Data Systems Dallas, TX

Bilingual Customer Service /Central Power and Light

• Received incoming calls related to acquisition of premises

• Addressed and communicate all billing issues/questions regarding invoicing

• Educate customers on electricity consumption and high usage

• Process payments and renew contracts

7/2001-7/2003 The Hartford Insurance Company, Dallas, TX Customer Service Representative / Medical Bill Examiner

• Processed all incoming calls regarding medical bill claims processing and or rejections.

• Dispatched stop payments request, faxes, letters and any other special handling driven by the incoming call from the medical office.

• Executed corporate system software to verify correct information, communication details, and create histories for invoices, requires technical knowledge of system to use programs effective. Validated medical invoices for appropriate ICD-9 and or CPT coding as it relates to the diagnosis. Education

Pharr, San Juan, Alamo ISD Pharr, TX (GED)

Computer Skills

AS400, Siebel, Lotus Notes, Microsoft Excel, Microsoft Office Word, Microsoft Outlook, Internet Explorer Capital One Public

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