Customer Service Store Manager

Sandra Vasquez

**** **** ******

San Antonio, Texas 78233

**********@***.*** 210-***-****

Summary:

I was previously a store manager for a loan company and I’m seeking a career change. I managed up to 8 employees. I have experience in cash handling, customer service and management.

Skills:

Cash handling Operations Management

Customer Service Reports generations and analysis

Data Entry Training and Development

Supervisor Experience Time management skills

Management

Experience:

6/7/2020 to Current

Wells Fargo

Home preservation specialist I

•Call center environment with inbound/outbound calls & pipeline carrying of 140+ customers

•Interview borrowers to understand their specific situation

•Ensure necessary information and complete packages are received in a timely manner

•Answer inbound inquiries from borrowers regarding the status of the loss mitigation review

•Access information on multiple systems to inform borrowers of loan terms, important dates and deadlines

•Notify customers and ensure their understanding of current status, options, timelines, coordination touch points, customer obligations through the process and the loan modification decision

•Communicate and coordinate with multiple Servicing departments (both internal and external to WF)

•Remain as the single point of contact to borrower throughout the loss mitigation, loan modification, and foreclosure process

•Effectively work in a team environment in an effort to achieve team/volume goals and provide superior customer service.

Qvc 10/4 /2019 to 6/4/2020 Customer Service

Take incoming calls from customers for orders for products and good they would like to purchase.

Answer questions regarding past orders, missing orders.

Get credit card information for payment for products and goods.

Add demographic information into system.

TTEC 9/10/2018 to 5/9/2019 Customer Service

Receive incoming calls from members with questions regarding their medical insurance anything from claims, coverage, eligibility,

Locate in network doctors, hospitals, pharmacy’s in their area. Run benefits for medical procedures, therapy, or any other services they may need. Give members their deductibles, coinsurance amounts.

Order member their ID cards. Update their home address or correct any information in system that may be incorrect.

2/2010 to 6/2018 Store Manager

Curo Financial

Supervised and ensure every customer is greeted and acknowledged.

Supervise and ensure all staff positively builds customer relationships through the use of personal conversation

Schedule store staff properly and accordingly to Customer need to ensure that store staff provide outstanding customer service.

Interview and select Customer Advocate according to HR Guidelines.

Interview and select for Assistant Managers.

Performed annual Performance Appraisal process for all store staff.

Supervise and ensure store staff is trained properly and developed.

Supervise and ensure professional conduct at all times.

Supervise and ensure compliance with Patriot Act (CTR, SAR)

Supervise and ensure compliance with state laws related to service delivery. (TILA, files, denial notifications, Reg Z)

Supervise and ensure proper cash and service inventory meet standards and business requirements.

Supervise and ensure compliance with all Opening and closing procedures.

Process daily bank deposit.

Handled and made sure vault was counted and balanced nightly.

Basic customer service cashed checks, processed loans, made orders, processed money grams

Interceded immediately with escalated issues with customers.

Supervise and ensure Audit process and procedures are executed according to company guidelines.

10/2009-2/2010 Technical Support Representative

Transcom

Informed customers about issue resolution process.

Worked with customer service supervisor to resolve customer concerns.

Support customers with online billing and account issues.

Troubleshot hardware issues and worked with service providers to facilitate repairs.

Maintained composure and patience in face of difficult customer situations.

Education:

GED Memorial High School.

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