Customer Service Quality
Resume:
VERONICA GARCIA
San Antonio, TX 78251
************@*****.***
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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