Customer Service Team Lead

Rolando J. Flores

**** ******** **. *** *******, TX 78238

Ph: 210-***-****

My goals and interests in a career field are to use everything that I have learned in providing customer service and grow not only in knowledge, but also within the company that I am working for. I am extremely adaptable with situations, multi-tasking, and my ability to empathize with people and develop resolutions for anyone that I deal with whether over the phone, or in person. I pride myself in the customer service that I provide within any realm of environment.

Work Experience:

Pentagon Federal Credit Union:

Dates: 04/2021-current

Supervisor: MaCaylee Hatcher

Title: Service Team Lead

Ph: 541-***-****

Work verification: Jacob Ford, Human Resources

Ph: 541-***-****

Duties: My duties with PenFed, include assisting members with all aspects of banking, including money market certificates, general banking, fraud prevention, credit cards, loans, and assisting with any needs that they may come across to make their experience easy and streamlined all in one experience while providing excellent customer service.

JP Morgan Chase:

Dates: 03/2019-01/2020

Supervisor: Paul Bueno

Title: CCB Team Lead

Ph: 614-***-****

Duties: My job duties included assisting business cardholders with statement discrepancies, as well as reviewing information related to the business card holders as well as authorized employees and making changes according to the direction given by the primary account holder such as adding and deleting employee cards and cardholders, as well as transferring to associate departments based on need and issues that may arise.

Southwest Airlines:

Dates: 11/2015-10/2018

Supervisor: Trisha Hale

Title: Team Lead

Ph: 800-***-****

Duties: As a customer service representative I was responsible for booking flights, updating information for rapid rewards accounts, researching cities to determine points accrued and deficits and updating all personal information in members accounts. Also assisted passengers with any issues and referring them to the correct departments as well as making any changes needed to itineraries based on need and other issues such as weather and delays.

Omni La Mansion Del Rio

07/2014-11/2015

Supervisor: Omar Rubio

Title: Guest Services Supervisor

Ph: 210-***-****

Duties: As a Bellman with La Mansion, my duties included assisting guests with their luggage at arrival and departure as well as providing information on the Hotel, and surrounding areas, including but not limited to restaurants, current events, directions, and making their overall experience not only memorable (in a good sense), but treating them as you would your own family.. making them feel at home during their stay. Everything that comes with a stay at a high end hotel in San Antonio.

CVS Caremark:

Dates: 07/2014-11/2015

Supervisor: Estevan Rodriguez

Title: Customer Service Supervisor

Ph: 210-***-****

Duties: As a Customer care representative, I was responsible for providing customer service for CVS Caremark and it’s affiliate Medicare Part D department Silverscript. This included assisting customers with mail service prescription orders, and questions on the status of existing orders. As needed, I assisted supervisors and trainers with new hires as they came out into the office from training as a subject matter expert and doing ongoing system reviews that were pertinent to the ongoing job duties of a representative and how to better serve customers as well as taking escalated calls and assisting new hires on how to better serve customers.

SWBC:

Dates: 08/2012-04/2014

Supervisor: Margie Avila

Title: Customer Service Supervisor

Ph: 210-***-****

Duties: As a customer service representative, I concentrated on working with banks and credit unions to track insurance for consumer auto loans and mortgages. I was responsible for ensuring that all questions were answered for all inquiries on inbound SWBC customers regarding then status of their accounts with our company. As necessary I initiated calls to the insurance companies providing services to those customers to verify and confirm dates of insurance, and to make sure that all pertinent information was kept current and accurate.

USAA:

Dates: 11/2008-02/2012

Supervisor: Mark Knouse

Title: Claims Team Lead

Ph: 800-***-****

Duties: As a Property and Casualty adjuster, I was responsible for investigating accidents which occurred to our members in the ortheastern portion of the country. I worked with on site appraisers, and assisted with examining documents such as repair estimates, and police reports and determined appropriate at fault vehicles based on evidence provided, as well as determining if claims should go to arbitration and working with corporate attorneys in creating cases to be handled and percentages of at fault to request in such arbitrations.

Education:

University of The Incarnate Word

Education level: non degree program with an emphasis on pre-law, and psychology

St. Anthony Catholic High School

Graduated 2002

Contact this candidate