Customer Service Call Center
Resume:
Brenda R. Mendez
********@***.***
Career Objective
I am seeking a permanent position as a Customer Service/Collections Representative with an established company that shows commitment towards continuing education and potential for advancement and dedication to quality service customer service. Summary of Qualifications
• 10 years of experience in the insurance industry and customer service
• 5 years of Commercial Lines Insurance experience
• 20 years call center experience.
• Computer literate and proficient with Windows, Microsoft, Word, Excel
• Bookkeeping and Accounting experience
• Fluent in English and Spanish
• Strong written and verbal communication skills
Professional Experience
Conduent
San Antonio, Texas
Fraud Customer Service Representative
September 2020 – April 2023
• Provided customer service for fraud victims
• Processed fraud claims
• Updated customers with findings, decisions and outcome
• Experience in handling customer complaints who have contacted the bank by phone
• Experience in calling for disputed bank fraud reconsideration
• Experience in reconsideration for claims for ACH, pre-paid, and debut cards CareNet
San Antonio, Texas
Health Care Coordinator
February 2017 – July 2018
• Provided exceptional customer service via telephone
• Ensured customer satisfaction by providing quality service, identifying customer needs and assisting them with issues/concerns related to health care issues
• Identified best service approach while assisting clients; identify clinical support, navigate to appropriate support systems, etc.
• Met and supported established service goals through meeting and exceeding performance standards
• Handled multi-line phone operation in a call center environment Apple One
San Antonio, Texas
Human Resources Call Center Representative for Wells Fargo August 2016 – January 2017
• Responded timely and accurately to team member inquiries and process requests, according to established standards with attention to style, tone, and manner of communication. Team member requests are received and monitored through the automated phone system. Assists team members with a variety of Human Resources needs, including but not limited to, benefits, company policy, which requires excellent communication and multitasking abilities.
• Handle complex team member situations involving time sensitive problem resolution and escalations. Identifies team member needs quickly and takes appropriate action to ensure those needs is met. Perform necessary research and work cross functionally to escalate and resolve problems. Maintains utmost confidentiality of all requests.
• Ability to follow and implement management and team member detailed instructions accurately and completely. Performs all necessary record keeping activities within call center platform and personnel files.
GC Services
San Antonio, Texas
Collections Representative
February 2016 – July 2016
• Assisted customers with their delinquent auto accounts, for Chase Auto Finance, auto finance account in both Spanish and English.
• Handled inbound calls from customers. Determined customer’s needs, problem solved and responded by answering questions and resolving issues. Green Tree Servicing LLC
San Antonio, Texas
Collections Representative, San Antonio, Texas
June 2013 – February 2015
• Assisted customers with their delinquent manufactured housing, home equity, consumer finance, home improvement or auto finance account in both Spanish and English.
• Handled inbound calls from customers. Determined customer’s needs, problem solved and responded by answering questions and resolving issues. The types of customer calls included collections, insurance, claims, payoff, general account maintenance, document release and billing issues.
• Cross-sold the benefits of insurance with Green Tree Agency to customers. Leading Edge
San Antonio, Texas
Customer Service Representative
March 2011 – May 2013
• Coach Support Specialist, daily I process between 150 to 250 outbound and inbound calls per day.
• Goal is to prep the member and advise them of the reason for the call and submit the call to the Registered nurses for Health coaching.
Wells Fargo
San Antonio, Texas
Co-Loss Mitigation Customer Service Representative April 2009 – March 2010
• Telephone processing of loss mitigation loans thought the HAMP Program. Applications taken for review of refinanced home loans to qualify for the HAMP program. Interview’s conducted via the telephone and document’s fully processed for the completion and acceptance or denial of the loans. Collected loans ranging from 30-60 days past due. USI Affinity Corporation
San Antonio, Texas
Licensed Customer Service Representative
February 2005 – April 2009
Telephone collections and policy cancellations. Consistently maintained ranking in the top 3 monthly performers. Handled and serviced personal accounts daily. This entailed processing endorsements, claims, payments, credit and MVC checks, collections on past due accounts, and maintaining and remarketing all renewal business. Accounts consisted of Automobile, Property and Casualty for various states:
• Cold Calling
• Customer service
• Payments
• Collections
• Processing
Education and Training
San Antonio College - (25 Credit Hours Earned)
Palo Alto College - (25 Credit Hours Earned)
John F. Kennedy High School (Graduate
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