Data Entry Customer Service

Jennifer De La Cruz

Pembroke Pines, FL *****

Phone:786-***-****

Email:

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

Professional Summary

Bilingual customer service professional with 18 years of experience with extensive experience in customer relations and data entry. Skilled in financial transactions, fraud prevention and project coordination, with a proven ability to manage multiple priorities while maintaining exceptional attention to detail. Recognized for strong communication, problem-solving, and a positive, self-motivated approach that drives results and exceeds expectations without the need for micromanagement while working fully remote. Skills / Technical skills

• Bilingual (English & Spanish) – Fluent in speaking, reading, and writing

• Data Entry, Database Management & Account Updates

• Project Coordination & Task Prioritization

• Microsoft Office Suite Proficiency (Excel, Outlook, Word)

• Conflict Resolution, De-escalation & Customer Retention

• Call Center Operations & CRM/Case Management Systems

• Time Management, Multitasking & Adaptability

• Quick learner New Systems & Processes

• Critical Thinker, Problem-Solving & Decision-Making Skills

• Strong Organization, Communication & Analytical Abilities

• High Attention to Detail with error-Free Execution

• Salesforce, software systems, ticketing tools

• Billing, order and refund processing

• Email support and live chat support

• White Glove Customer Service & Client Relationship Management PROFESSIONAL EXPERIENCES

Empower Retirement, Remote fulltime -December 2021 - current Senior Specialty Support Specialist

• Provide over-the-phone guidance to customers during key life events, focusing on employer-sponsored retirement accounts including 401(k), 457, 403b, 401a hardships, loans, distributions, and beneficiary claims.

• Managed sensitive conversations while educating participants on plan-specific options to support retirement savings goals and ensure accurate completion of required forms for processing.

• Responsible for processing transactions with accuracy and compliance, including stop payments, reissuing checks, and updating account restrictions.

• Troubleshoot website and mobile app access issues, authenticate customers, and update accounts as needed.

• Managed inbound and outbound calls with empathy while maintaining accuracy, confidentiality, and service level standards.

• Worked with internal teams to understand business needs and changing strategies.

• Apply extensive knowledge of retirement plans across sectors including Large Mega, Government, Institutional, and Puerto Rico.

• Verify transactions for financial institutions, conduct fraud prevention checks, and translate calls for distribution verification.

• Analyzed and updated all necessary changes to Salesforce software

• Processed customer service requests via phone support and email support

• Customized CRM using the most up-to-date tools (i.e., workflows, triggers)

• Noted customer correspondence in CRM to track requests, problems and solutions.

• Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services

• Audited internal data and processes to identify and manage initiatives, improving business performance.

• Recommended metrics and models based on observed trends.

• Verify transactions for financial institutions, conduct fraud prevention checks, and translate calls for distribution verification.

Visa Inc.

October 2010 - December 2021

Senior Service Fulfillment Group Specialized Support Rep.

• Managed high volumes of onboarding and access requests, including enrollments, entitlements, login assistance, and troubleshooting for internal and external users.

• Delivered expert support on Visa products, membership rewards, and card accounts while directing customers to appropriate resources.

• Responsible for handling account updates across multiple platforms, ensuring accuracy, data integrity, compliance and monitored accounts for fraud, ensuring OFAC compliance and taking decisive action to protect customers assets.

• Researched and managed 130+ daily cases across 15 major financial institutions to identify fraud trends and resolve high-risk situations.

• Provided outstanding customer service via inbound/outbound calls, email, and chat, consistently exceeding department standards.

Education References

Highschool graduate Jessica Gomez - 908-***-****

San Martin de Porres, Gpa 3.7 Dariel Cruz Leon - 305-***-****

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