Customer Service Specialist

LAURA HERNANDEZ

**** *. ********* ***, *******, Arizona, 85031, US • 602-***-**** • ***************@*****.***

Skills

Online conferencing Email management software

Oral and written communication Operational improvement

Education

High School - 1996

Gary Tang Adult Education Center - Glendale, AZ

Work History

Merchant Support Specialist - October, 2023 to Present

Progressive Leasing - Draper, UT

Inbound phone calls from customers were received, and I was responsible for providing first-level support and remotely troubleshooting issues

with service, equipment, and customer accounts.

Kept track of pertinent notes for each client and work order.

Responded to user requests for assistance and guided them through basic troubleshooting tasks.

Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions.

Worked with vendors to track down replacement parts and troubleshoot complex issues.

Collection's Specialist - July, 2022 to August, 2023

Bank of the West - Tempe, AZ

Advised debtors on payment options and helped them set up payment plans.

Set up drafts and processed immediate payments after conducting thorough research and analysis of the account.

Kept track of every detail about a customer's financial situation.

Contacted clients who were behind on payments to set up payment plans and discuss restructuring options.

Contacted clients who were behind on payments to set up payment plans and discuss restructuring options.

Customer Service Specialist - January, 2021 to April, 2022

Maximus - Phoenix, AZ

Was in charge of keeping financial accounts in order by processing customer adjustments.

Handled complex transactional and emotional customer situations quickly and professionally while meeting service commitments.

Met and exceeded performance goals by approaching all interactions with an organized and relationship-driven approach.

Kept accurate and current customer account data with manual form processing and digital information updates.

Collection's Specialist - November, 2019 to January, 2021

Payment Systems For Credit Unions - Phoenix, AZ

Set up drafts and processed immediate payments after conducting thorough research and analysis of the account.

Kept track of every detail about a customer's financial situation.

Contacted clients who were behind on payments to set up payment plans and discuss restructuring options.

Negotiated bids for notes and sales to market delinquent mortgage notes with investors.

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