Customer Service Representative
Resume:
Maria Cristina Ramos
Jamaica Estates, New York **432
*********@*****.***
Professional Summary
Member focused financial services professional with extensive experience in loan servicing support, account maintenance, payment related inquiries, onboarding, documentation review, and high volume call center environments. Proven ability to process transactions accurately, support member experience, comply with regulatory requirements, and meet service level agreements (SLAs). Core Skills and Competencies
• Loan servicing and account maintenance
• Member experience and customer support
• Inbound and outbound call handling
• Loan payments and payment processing
• Payoff requests and account inquiries
• Financial products and services
• Documentation review and verification
• Enrollment and onboarding support
• Regulatory requirements and confidentiality
• Transaction processing and accuracy
• Issue resolution and escalation
• High volume servicing environments
• Service level agreements (SLAs)
• Microsoft Word, Excel, PowerPoint
• Bilingual English and Tagalog
• Typing speed 45 WPM
Professional Experience
PPL (Public Partnership LLC)
Consumer Support Agent
March 30, 2025 to December 12, 2025
• Assisted consumers and caregivers with registration, enrollment, and ongoing account maintenance
• Provided guidance on required documentation and ensured accurate electronic submission
• Reviewed forms for completeness, accuracy, and compliance with regulatory requirements
• Responded to inquiries related to account updates, approvals, and transaction processing
• Educated users on system navigation, time entry, and payment related processes
• Maintained confidentiality while meeting service level agreements in a high volume call center
• Escalated complex issues as needed to ensure timely resolution and positive member experience
FreedomCare
Onboarding Coordinator
October 2023 to March 2025
• Supported caregivers through onboarding, hiring, and account setup processes
• Explained onboarding steps, documentation requirements, and account maintenance procedures
• Reviewed submitted documents for accuracy and compliance prior to processing
• Scheduled virtual appointments with partnered medical providers and coordinated follow ups
• Tracked outstanding requirements and ensured timely completion of transactions
• Scheduled orientations once all documentation and regulatory requirements were met
• Maintained detailed records to support audit readiness and service quality Antech Diagnostics
Client Services Representative
May 2021 to October 2023
• Handled inbound calls, emails, and chats in a high volume service environment
• Assisted clients with service requests, scheduling, and account related inquiries
• Provided accurate information while adhering to compliance and data privacy standards
• Documented interactions thoroughly to support transaction accuracy and follow up
• Met service level agreements while maintaining high customer satisfaction Maximus Inc. (Census Bureau)
Customer Service Representative
March 2020 to October 2020
• Collected and verified sensitive household data in compliance with federal guidelines
• Processed information accurately while maintaining confidentiality
• Responded to inquiries and resolved issues efficiently Jovia Financial Credit Union
Member Services Call Center
May 2018 to February 2020
• Assisted members with bank account and loan servicing inquiries
• Provided information related to loan payments, account balances, and transaction history
• Supported account maintenance and general servicing requests
• Offered financial products and services aligned to member needs
• Communicated via phone and email while maintaining confidentiality and accuracy
• Met performance metrics and service level agreements JP Morgan Chase & Co.
Claims Support Specialist
August 2015 to February 2016
• Assisted customers with filing disputes and claims related to account transactions
• Reviewed documentation and provided timely claim updates
• Ensured compliance with banking policies and regulatory requirements
• Maintained accurate records throughout the resolution process Ubiquity Global Services
Customer Service Representative
January 2014 to July 2015
• Supported customers across financial and online shopping accounts
• Handled account inquiries, transaction related questions, and disputes
• Transferred to Disputes Department as a Phone Disputes Analyst
• Met productivity and quality benchmarks in a high volume call center Infosys BPO
Team Lead
April 2008 to January 2014
• Handled escalations and complex customer issues
• Supported technical and sales teams to meet performance targets
• Monitored KPIs, SLAs, and service quality
• Prepared and delivered performance reports to headquarters
• Ensured compliance, accuracy, and operational efficiency Citigroup Business Processing Solutions
Customer Solutions Officer
November 2006 to March 2008
• Supported US based credit card clients with account servicing
• Assisted with statements, payment inquiries, and account maintenance
• Processed account upgrades and provided appropriate solutions
• Maintained compliance and data accuracy
Education
Bachelor of Science in Computer Science / Information Technology Metro Business College, Philippines
Contact this candidate