Customer Service Team Leaders
Resume:
Erica Guerrero
**********@*****.***
Objective
Highly motivated, hard working candidate looking to join a growing customer service environment that will enable me to represent my employers professionally, and provide the highest level of knowledge and customer care to all clients Employment History
Customer Solutions 3
August 2022- Present
PayPal Inc
Set clear goal & measurements, drives team results to achieve organization goals. Coaches & develops a team of Team Leaders & teammates into a highly responsive team that meets & exceeds the required published performance standards. Ensures Team Leaders are coaching, developing & communicating with their teams routinely & effectively through conducting coach the coach sessions & observations of their Team Leaders in various forums.
Utilizes behavioral based coaching model when coaching Team Leaders enabling the leaders to self-asses the methods to be successful in achieving goals. Proactively leads & facilitates constructive two-way dialogue between Team Leaders & other functions to drive operational excellence.
Utilizes a diverse range of development, to grow Team Leaders Utilizes situational Leadership skills to effectively delegate & adjust coaching style to the performance & knowledge level of the teammate & Team Leader being coached Utilizes Performance Development planning process to enable the team to create and follow up on plans for teammate & Team Leader career development. Utilizes effective time management skills to ensure effective prioritization of time to drive results through leveraging high impact coaching & development activities. Establishes global relationships with other leaders & business units, & support groups, throughout the organization, to ensure excellent information flow & feedback on impacts of process, policy & product change.
Customer Service Specialist
March 2022- June 2022
Revolve Clothing
As a Customer Service Specialist, I answered inbound telephone calls providing excellent customer support.
Respond to customers questions and comments via phone, email and live chat with speed and professionalism.
I was responsible for researching and resolving complaints to ensure customer retention and satisfaction.
Follow up on all written correspondence and escalations to customer service manager on duty as necessary.
Coordinate and follows up with other departments to ensure problem resolution and work together with other environment of customer satisfaction Advanced Client Solutions Specialist
June 2019-August 2022
Bank Of America-Fort Worth, TX
As an Advanced Client Solutions Specialists, I listen to our clients to understand which products and services are best suited for their unique needs while providing an exceptional client experience.
I work in a fast-paced, changing environment that requires accuracy, multi-tasking and communicating in an efficient manner.
Work in collaborative environment with a team of professional sales specialists and managers in a call center.
Communicate with clients throughout the entire shift. Navigate multiple computer systems while interacting with the client. Listen to, understand and provided needs-based sales solutions for our clients. Handle high risk and escalating calls.
Operations Processor II-Repo Administration
February 2018-October 2018
Wells Fargo Dealers Services-Rancho Cucamonga, CA
Data entry, Repossession administrative functions, resolving complex issues, coordination of information among various operational areas and customers. Uses multiple online systems, recording information, importing/entering data, and maintaining records using considerable knowledge of department policy and procedures.
Resolves issues and escalates unresolved or unusual issues as needed to senior staff members or management for guidance and resolution
Loan Processor
October 2016 – February 2018
Freedom Mortgage – San Dimas, Ca
Responsible for reviewing, analyzing loan files, Calculating DTI. Review tax returns, Paystubs and other income documents. Obtaining required documents to make the loan file “complete” or whole.
Review file to make sure compliance has been met; regulatory, state compliance and federal
(patriot act).
Maintain current and fluid knowledge of investor and agency guidelines. Locating Imaged documents, mortgage Notes, Automated Loan Approvals, HUD- 1, borrower’s applications, Appraisals, Deeds, Subordination Agreements, Modifications, Credit Reports and other documents as needed. Send out LE/CD to borrowers. Communicate effectively and engage proactively with loan originators, processors, branch managers, funders and post closers in regards to loan decisions or loan conditions. Approve loan with proper documentation or recommend further action Rehabilitation/Customer Care Representative
December 2014-October 2016
CTI-Rancho Cucamonga, CA
Collect on past due student loans.
Set up repayment plans based on consumer financial information. Maintain a 95% quality score.
Adhere to government guidelines.
Received inbound and outbound calls
Increase customer satisfaction and retention by providing members, customers, and providers with accurate, consistent, timely, and meaningful information pertaining to their school loan and rehabilitation program, Build rapport and collaborative relationships with current and prospective customers in accordance with FDCPA guidelines. Claims Underwriter
January 2011--December 2014
Bank of America-Westlake Village, CA
Review MI Claim Denial letters from MI companies for missing critical documents (usually origination underwriting documents)
Review MI Claim Denial letters from MI companies for missing servicing documents (post closing servicing documentation)
Research various systems to locate and identify documents Research various systems to locate and interpret past underwriting and program guidelines Review Automated Underwriting System reports including FNMA DU Write appeal responses to MI Companies
Responsible for reviewing and analyzing loans placed in impasse status and determining appropriate course of action and developing strategies for negotiations with the investors. Review closed loans for adherence to established loans guidelines. Responds to internal and external audits/inquires and recommends bank actions arising from the review. Support or conduct loan level negotiations with external parties. Provide feedback to participate in the development of training materials (and/or conduct individual training sessions).
When help is needed I also prepare appeals to address credit and/or misrepresentation issues related to Mortgage Insurer claim denials or rescissions References: supplied upon request.
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