Versatile Financial Services & Customer Support Specialist
Resume:
Ricardo Vergara
Self-motivated, Disciplined, Resourceful, Financial Service Representative,
Exceptional customer service/ Technical Support Representative, Problem solver, Salesperson, Troubleshooter, Billing and more. 16924 Maile Ln
Moreno Valley CA 92551
*******-*******@*********.***
EXPERIENCE
Security Service Federal Credit Union, El Paso TX — Bilingual Call Center Representative
February 25,2025 - May 23,2025
Delivered consistent, friendly, and personalized service to members via phone across all contact channels. Promoted credit union products and services to meet members needs while fostering long-term financial relationships. Accurately processed a variety of member transactions and inquiries by following strict policies, procedures, and regulatory requirements. Supported the credit unions visions by enhancing member relationships and contributing to organizational growth and profitability. Demonstrated a positive, professional, and team-oriented mindset in a fast-paced, bilingual environment.
Nordstrom Card Services Inc., Remote — Financial Services Representative Bilingual Spanish Level 2
MARCH 7,2023 - DECEMBER 18, 2024
Provide support to customers with processing payments, account changes, billing disputes, and general inquiries. Helped customers with lost/stolen card replacements and report any fraudulent activity to the fraud department for investigation.Processed credit limit increases per customer request. Provided support to retail stores in performing account lo okups and new account applications. Escalated any suspicious information/activity to the fraud department. Provided level 2 online technical support to customers locked out of their accounts and first time enrollment to Nordstromcard.com to manage their account. Schedule reservations for spa or dinner experience for Icon status members. Escalate complex problems to appropriate staff members or department. Dish Network, El Paso TX — Customer & Technical Support Remote
JULY 18, 2022 - JANUARY 10, 2023
Provide support to customers with account changes, billing issues, and general inquires. Help customers identify and resolve problems with products by phone or in person by scheduling a technician visit when necessary. Technical support has the ability to troubleshoot variety of technical issues, the ability to remotely log into customer systems and walk customer step by step in updating and resetting dish boxes, order SKILLS
Excellent listener
Excellent
troubleshooter/problem solver
Computer knowledge, ideally
with ticketing software
Excellent communication
skills
Excellent time management
Proficiency with MS-Office
applications
Excellent interpersonal,
written communication skills
LANGUAGES
Bilingual (Fluent in both
English and Spanish)
replacement equipment for customers when needed and upgrade their dish equipment. Escalate complex problems to appropriate staff member or department.
Spectrum, El Paso TX — Inbound Sales Bilingual Spanish AUGUST 13, 2021 - NOVEMBER 11, 2021
Provide support, create positive customer experiences that generate sales, field customer inquiries for new service such as Internet, Video, Voice and Mobile, answer customer questions and promote Spectrums wide variety of products and services. Transition seamlessly conversations and operating billing and requisitions as service transfers due to relocation. Set up installation appointments for new and existing customers. Dish Network, El Paso TX - Customer & Technical Support Remote
JULY 7, 2019 - AUGUST 11, 2021
Provide support to customers with account changes, billing issues, and general inquiries. Help customers identify and resolve problems with products by phone or in person by scheduling a technician visit when necessary. Technical support has the ability to troubleshoot variety of technical issues, the ability to remotely log into customers systems and walk customer step by step in updating and resetting dish boxes, order replacement equipment for customers when needed and upgrade their Dish equipment. Escalate complex problems to appropriate staff members or department.
Verizon Wireless(Home Base), El Pasp TX - Technical Customer Service Representative REMOTE
SEPTEMBER 16, 2015 - OCTOBER 17, 2018
Providing support to customers that have basic technical problems. Documenting every interaction using one of the many tools sets provided. Help customers identify and resolve problems with products by phone, through email, or in person. Escalate complex problems to appropriate staff member or department. Guide customers through the installation and updating of software and hardware. Monitoring the service desk ticket queue and following up to ensure timely and satisfactory resolution to user request/incidents within agreed SLA’s. Maintaining user, customer, and departmental confidentiality at all times. Performing 1st line diagnostic in the Verizon Voice, VolP and UCC networks. Handles trouble tickets for all incidents that belong to the above services. Works with internal and external technical support. Provide updates to the customer and respond to request for information.
Verizon Wireless (Call Center), El Paso TX - Technical Customer Service Representative
FEBURARY 10, 2010 - SEPTEMBER 15, 2015
Providing support to customers that have basic technical problems. Documenting every interaction using one of the many tools sets provided. Help customers identify and resolve problems with products by phone, through email, or in person. Escalate complex problems to appropriate staff member or department. Guide customers through the installation and updating of software and hardware. Monitoring the service desk ticket queue and following up to ensure timely and satisfactory resolution to user request/incidents within agreed SLA’s. Maintaining user, customer, and departmental confidentiality at all times. Performing 1st line diagnostic in the Verizon Voice, VolP and UCC networks. Handles trouble tickets for all incidents that belong to the above services. Works with internal and external technical support. Provide updates to the customer and respond to request for information.
EDUCATION
South Gate High School, South Gate Ca — Diploma
JUNE 1985
Associated TECH College, Los Angeles CA — Medical Assistant
/ EMT
JUNE 1993
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