High School Customer Service

ANTONIO RODRIGUEZ

**** ***** ***** **. ***** Prairie, Tx 75052 469-***-****

*******************@*****.***

EDUCATION:

Justin F Kimball High School

High School Diploma

SKILLS:

● Computer Programs Microsoft Excel

● Microsoft Office Excel, Email

● Internet/Typing, computer typing

● Multi-line Phone Systems, Phone Etiquette

● Knowledge in Rules and Regulations

● Shaw system, E-oscar, IMS, Centrix,

LANGUAGES

● English ( Fluent )

● Spanish ( Fluent )

PROFESSIONAL EXPERIENCE:

Union Bank/US Bank. Arlington, Texas / WFH

Mar 2022 - Sept 2024

Senior Customer Service Specialist

My responsibilities were to receive incoming and calls from customers that either had issues or had inquiries about their accounts for example, customers would call to get acces to their online banking or their mobile banking, inquire about their balances or transactions or sometimes call to close accounts or renew their CD accounts or inquire about the rates to open new CD or Money Market accounts, or sometimes to replace cards lost or stolen while also help them when their address needed to be updated, with all this types of calls I assist the customer to make sure they received the best service possible. Bank of America Fort Worth, Texas

Jun 2021 - Mar 2022

Fraud Analyst

My responsibilities were to receive incoming calls from clients that had issues with their accounts wether it was fraud activity, loss, stolen or irregular activity on their accounts. Assist cust to order cards due to loss or theft and to place a freeze on their accounts if any checks were lost or fraud activity with checks, received almost 40 to 60 calls per day, with the ability to file claim and make any updates on their accounts with in 6 minutes and file a complaint if any of our products or services or employees didn’t work accordingly or provided good service to our clients. Auto Zone LLC. Grand Prairie, Texas Feb 2020- Dec 2020 Parts Sales Manager

My responsibilities were as follows: Inventory, Handling cash and debit card purchases. Bank deposits, change orders, preparing registers for the next day. Processing daily returns, overstock organization and scheduling.

Parts Sales Associate

Started at Auto Zone as a part time sales associate which some of my duties were to assist customers to look up parts for their cars and to complete the purchase. Also providing assistance in testing some of their vehicle’s parts.

Making sure the store was stocked and looked presentable. Also as new shipments of merchandise came in i was asked to assist in restocking the shelves and what didn’t fit was placed in overstock.

Flagship Credit Acceptance Irving, Texas Feb 2015- Dec 2019 Customer Advocate

Answering disputes that came through e-oscar up to 10 an hour. I had 30 days or less on all complaints to do my due diligence and complete audits and investigate that all data was 100% accurate. Also answering written disputes that came in via mail. Provided customers with signed documentation along with an audited pay history.

Complaints Specialist

Attended customers complaints that came in via phone, email or written recording them in IMS. Having to investigate each complaint, which included reviewing the account and phone call. Also having to contact the supervisor in charge of the department the complaint occurred. Once the investigation was complete I would deliver findings to my supervisor to decide the resolution and close the complaint in IMS.

Customer Service Representative

Taking inbound and outbound calls assisting customers with taking payments also assisting them with requests regarding their accounts. Completing the welcome call process on new loans. Processed return mail and notating account of the return address. SFG Finance Arlington, Texas Nov 2013 -Jan

2015

Loan Servicing Representative

Responsible for contacting customers which accounts became past due from 1 to 89 days past due, as well as to make sure account was worked properly as far as calling references, skip work done, field calls scheduled, route any bankruptcies to the right department, if involved in an accident to get all pertinent information of claim, make sure all accounts have been properly cured, make decision on which accounts will need to be out for repossession, make decision as to which accounts qualify for settlements and deferments while making sure all decisions were made in best interest of company and customer, follow up agents while account is still in my bucket.

Calls to be made outbound and inbound at a rate of 100 per hour, while also meeting other collection metrics.

Professional Alternatives/Ace Cash Express Inc Irving, Texas Aug 2012 - Jul 2013 Back End Collector

Collect on past due pay day loans from 60 days to 120 days past due. Offer payment plans to customers as well as settlements. Also offered to pay off and reloan the same day depending on State regulations. Individual goals varied from $5k to $12k. Goal was met 9 months out of 12 months of employment. Utilized the dialer once a week or as management sees needed, light skip work was required on all accounts. Left messages with customers references. Strategic Recovery Group Irving, Texas Aug 2011 - Jul 2012 Recovery Specialist

Collected on charged off mortgage loans for Fannie Mae. Collections methods involved pay by phone with check info or credit card, bank wires, overnight payments and regular mail. Contacted customers to workout payment arrangements and possibly negotiate settlements or schedule pay in full. Dealt with attorneys, bankruptcy trustees and realtors when property involved in a short sale or bankruptcy. Or when the customer was being represented by an attorney for any matter. Exceeded my individual monthly goal. The monthly goal consisted in collecting $30,000 new money every month, with other metrics like calls per hour, new payments, connect ratio among others. ImprimisStaffing/Harley Davidson Financial Services Plano, Texas Oct 2009 - Jun 2011 Collection Representative

Responsible for calling customers whose accounts are past due from 0-150 days. Built a good rapport with customers to work payment arrangements that benefit and help both, the customer and the company. Tools used to help customers with account, extensions, credit card payment over the phone, checks over the phone, western union wires and bank wires.

Also, as accounts got further in delinquency had to identify what accounts needed to be assigned out for repossession. Before repossession needed to make sure all skip tracing had been done and approval was granted. Also responsible to prevent or bring accounts current, that were scheduled to charge off the current month.

TRS Inc Frisco, Texas Aug 2004 - Jun 2009

Lease Department Store Manager

Managed every day collections to fulfill our weekly and monthly goals. Mailed out notices to past due accounts. Made daily collection calls to lease purchase accounts past due over 7 days. Worked together with the customers to work out payment plans and make due date changes. Performed skip tracing leading to field chasing resulting in repossession of merchandise. As a last resort for collections, we filed for writ of sequestration with the local judge's office. Handled cash, check and credit card payments. Prepared cash count summaries and was responsible for taking prepared bank deposits to a nearby bank. Attended to new customers and explained our in-house finance program. Helped them pick out pieces of furniture in our showroom and closed the contract with them. At the same time kept up with the charge offs for each month.

Handled customer service issues regarding the furniture. Scheduled deliveries, take backs, pick up orders. Attended sales training meetings. Required to collect mail daily from the post office. Supervision of account managers.

Setting individual performance objectives for store personnel. Use of computers for inventory control. Planned and prepared work schedules, with an emphasis on time management and assigned employees to specific duties. Trained and supervised store personnel. Took an active role in cash drawer management, delinquency control,revenue collection and copilation of required retail reports and monthly inventory audits.

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