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Customer Service Representative

San Antonio, TX, 78230
August 08, 2012

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Melisa C Moreno

**** ******* ***** #****

San Antonio, Texas 78230



Seeking a position that will allow me to demonstrate my analytical skills and obtain a rewarding career.


• Advanced problem solving skills.

• Assist with special projects.

• Ability to handle multiple tasks while meeting deadlines.

• De-escalate issues through effective communication.

• Performs well independently and on a team

• Proficient with PC and Microsoft Office applications.

• Strong communication skills both oral and written.


Nov 2004-Present Customer Service Rep/Escrow/Field Support Wells Fargo Home Mortgage

• Assisting internal and external customers with payments, taxes, insurance, payoff and adjustable rate mortgages, and loan modifications utilizing Director.

• Assisting Bankruptcy department with analyzing escrow loans.

• Researching, analyzing customer issues, and offering alternative solutions.

• Provide support to Wells Fargo financial centers nationwide.

• Generating tax paid confirmation letters and completing tasks utilizing CPI.

• Achievements: Gallup Champion Award First Quarter 2010, Employee of the Month July 2010, Fourth Quarter 2010 Silent Monitor All Star and Employee of the Month February 2012.

Nov 2003-Nov 2004 Customer Service Representative United Health Group

• Assisted and educated subscribers of their dental benefits utilizing the Siebel system.

• Appeased customers and resolved escalated issues with claims.

• Typing and maintaining confidential records.

May 2002- Sept 2003 Customer Care Representative Spherion at Caremark

• Assisted and educated participants of their prescriptions benefits utilizing the Quantum and People Safe systems.

• Updated participant information.

• Appeased customers and resolved escalated issues.

• Regularly following up on different customer service accounts to ensure that they received their prescription and contacted doctor’s office to receive prescriptions by fax to resolve escalated issues.

• Achievements: Received two company TOPS performance awards and two customer accommodations awards.


Bachelor Degree in Criminology from Texas A&M/Kingsville

Legal Assistance degree from San Antonio College

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