WORK EXPERIENCE

August ****-Current

CSR

Bank of America

United States

Trained in deposits for online banking by phone and Chat for retail and small business clients.

Up-skilled for Preferred Rewards Gold, Platinum and Platinum Honors.

Up-skilled to provide excellent client care for Claims (Fraud, Non-fraud Claims and disputes).

Up-skilled and trained for home loans for different aspects for escrow analysis and process and verify escrow and home loan payments.

KYC (KNOW YOUR CUSTOMER)

Data entry: Update missing information ex: DOB, Address and citizenship status etc.

OFAC: Document collection for foreign residency

April 2013-August 2015

Manager

United Healthcare and Kaiser Permanente

United States

Promoted directly from training to management to lead a team of 16 agents in assisting clients with applying for Medicare and Medicaid.

Coach and manage each of agent to avoid Quality fails and review and score 5 calls per agent using NICE system, provide new and updated information on Medicaid.

Build strong relationship skills with clients and CSR agents.

EDUCATION

PASCHAL HIGH SCHOOL

United States

High School: PASCHAL HIGH SCHOOL Class of 2001

-Current

Navarro College, Tarrant County College

United States

College: Navarro College, Tarrant County College

Activities

Volunteer hours at "True Praise Spiritual church" food drive.

SKILLS

Escrow Escrow Analysis Fannie Mae Loans Mortgage Home Loan Foreclosure Collection

Claims Payments Medicaid NEW Hires Medicare Healthcare Retail Marketing Retail CSR QA Multitasking Excel

HONORS & AWARDS

Up-skilled for Preferred Rewards Gold, Platinum and Platinum Honors

Received many Top performance awards

Chosen as an agent assist to allow new hires to observe how calls should be taken following all compliance guidelines

LANGUAGES

English - Intermediate

WORK AUTHORIZATION

I am authorized to work in the following countries:

• United States