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Customer Service Quality

Location:
San Antonio, Texas, United States
Salary:
16.00/hr
Posted:
January 30, 2017

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VERONICA GARCIA

**** ****** **** #*****

San Antonio, TX 78251

210.***.****

acyj4y@r.postjobfree.com

SUMMARY

Extensive knowledge and experience in customer service, loan processing, collections and recovery with credit cards and mortgages. Ability to multi-task and remain focused in a fast paced environment with limited supervision and aggressive deadlines. Effectively manage time and resources to achieve established business goals; detailed oriented. Possessing strong organizational, analytical, and interpersonal skills . Strong collaboration and team skills; equally effective working alone or as a member of a team. Demonstrate, promote, and emphasis the importance of punctuality and attendance. I am looking to use my mortgage experience and leadership skills to lead and develop a successful team.

QUALIFICATIONS

7months of Supervisions when Assigned to Monitor Reverse Mortgages

4 years of Quality Monitoring experience

4 years of Quality Auditing Coaching Experience

4 years of Progress Post Coaching

6 year Foreclosure/ Bankruptcy experience

7 years of Service for Others experience

10 years of Training and Development

15 years of Call Center Experience

24 years of Collections Experience

24 years of Customer Service

PROFESSIONAL EXPERIENCE

Quality Monitor II

January 2012- December 2016 Wells Fargo Home Mortgage San Antonio, TX

Possessing knowledge of bank regulations /compliance policies, process and procedures in relation to traditional and reverse mortgage

Subject Matter Expert for Reverse Mortgage and Bankruptcy

Provided QA coaching and auditing for team members

Maintained call quality scores at expectation or higher

Certified Call Handling Spanish Agent

Provided side by side coaching and training for new hire team members

Trained peers, one on one policies and procedures

Foreclosure / Bankruptcy Loan Specialist

December 2011- January 2012 Wells Fargo Home Mortgage San Antonio, TX

Certified Call Handling Spanish Agent

Provided side by side coaching and training for new hire team members

Trained peers, one on one policies and procedures

Provided assistance for foreclosure customers on various options and programs to help save their homes

Provided assistance to bankruptcy customers by taking payments and servicing accounts on in bound calls

Maintained call quality scores at expectation or higher

Service for Others Loan Specialist

July 2010- December 2011 Wells Fargo Home Mortgage San Antonio, TX

•Handle collection calls and provided customer service for mortgage calls

Provided side by side coaching and training for new hire team members

Certified Call Handling Spanish Agent

Maintained call quality scores at expectation or higher

Collector II

December 2009- June 2010 Wells Fargo Home Mortgage San Antonio, TX

Handle collection calls and provided customer service for mortgage calls

Provided side by side coaching and training for new hire team members

Certified Call Handling Spanish Agent

Maintained call quality scores at expectation or higher

Accounts Receivable Specialist

May 2009- October 2009 Accenture San Antonio, TX

Collected and recovered accounts from Microsoft Advertising for Latino America and related portfolios

Assisted with account disputes and resolutions

Met weekly and monthly collections targets by recovering outstanding debt, establishing payment dates, confirming reimbursements of all credit and debit notes

Managed tax retentions, prepared debit and credit note reconciliations by working in conjunction with Microsoft operations, sales houses, controllers, account executives, account managers, collections & credit manager for the Americas

Maintained customer service and relations levels

Internal Collections and Recovery Agent

September 2006 - October 2008 JPMorgan Chase San Antonio, TX

Collected and recovered on accounts that would have otherwise been considered a loss to the company

Trained and coached new team members

Responsible for handling all inbound and out bound Spanish calls

Customer Support Advisor

November 2003 – September 2006 JPMorgan Chase San Antonio, TX

Assisted in handling escalated calls

Provided customer support for deceased and bankruptcy customers

Collector

March 1992- March 1995 First Credit Company San Antonio, TX

Provided customer service

Monitored 30-60 day collections on loans

Serviced accounts from application to set up of the loan

Responsible for cash drawer on a daily basis

Responsible for field collection on returned checks

Assisted in collections of over 90 day accounts

EDUCATION

1989 – 1990 Dickenson Business School, San Antonio TX

COMPUTER SKILLS

Proficient with the following programs:

MSP

Verint

IRIS

ER (Early Resolution)

WFM

Softphone

NICE



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