Customer Service Specialist with Financial Experience

Lori Munoz

Phoenix, AZ

Professional Summary

Adaptable professional with proven communication, problem-solving, and teamwork skills. Aiming to leverage my abilities to successfully fill the Customer Service Rep role at your company. Frequently praised as adaptable by my peers, I can be relied upon to help your company achieve its goals. Willing to relocate: Anywhere

Work Experience

Loan Service Specialist

Upgrade Inc-Phoenix, AZ

September 2022 to Present

Locate customer information

Process payments

Process Hardship Payment plan

Flag fraud account information

Process payoffs

Update personal information

Currentsenior Collections Specialist

Target HQ-Tempe, AZ

June 2019 to August 2022

• Reviewed accounts regularly to prioritize collection efforts based on factors such as dates and balance amounts

• Set up payment plans to help customers bring accounts current

• Posted payments and adjusted balances to reflect new values

• Called moderately aged accounts in-person with friendly approach to resolve non-payment issues

• Quickly processed incoming payments and posted to the correct account

• Addressed questions about balance on accounts if fraud is detected on individual account. Customer Service Representative

Convergys-Tempe, AZ

August 2018 to June 2019

• Recommended products and services to members and educated customers about relevant offerings

• Managed inbound and outbound calls to respond to inquiries and resolve concerns

• Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor

• Exceeded requirements in providing products and services to customers at all times. Loan Processor

Customer Service Representative

Convergys-Tempe, AZ

August 2018 to June 2019

• Recommended products and services to members and educated customers about relevant offerings

• Managed inbound and outbound calls to respond to inquiries and resolve concerns

• Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor

• Exceeded requirements in providing products and services to customers at all times. Loan Processor

Education

General Studies (GED)

Las Cruces, NM-Las Cruces, NM

November 1998

High school diploma or GED

Skills

• Driving

• Time management (10+ years)

• Negotiation

• Data entry (10+ years)

• Network Support (5 years)

• Hoyer lift

• Telecommunication (5 years)

• Customer service

• HIPAA

• Computer skills (10+ years)

• Active Directory

• Typing (10+ years)

• Spanish language

Training Specialist

• Assisted living

• Microsoft Office (10+ years)

• Direct support

• Microsoft Outlook (10+ years)

• Medical Collection

• Microsoft PowerPoint

• Organizational skills (10+ years)

• English (10+ years)

• Communication skills (10+ years)

• LAN

• Microsoft Word (10+ years)

• Word processing

• VMWare

• Operating Systems (5 years)

• Sales

• TCP/IP

• Group home experience

• Phone etiquette (10+ years)

• Help Desk (4 years)

• Microsoft Excel

• Case management

• Cash handling (10+ years)

• Home & community care experience

• Caregiving

• DHCP

• Home health

• Account reconciliation (4 years)

• Accounts Receivable

• Financial concepts

• Account Management (4 years)

• Accounts payable

• Applied behavior analysis

• Technical Support (4 years)

• Microsoft Windows Server (7 years)

• Banking

• Accounting and finance experience

• Customer support (7 years)

• Assisting with ADLs

Languages

• Spanish - Intermediate

Certifications and Licenses

Driver's License

Additional Information

Trainer for all residential and family for state DD compliance for companies in the state. Open enrollment for companies for medical and life policies for 1 year under contract.

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