I am a consistent, hard working, highly motivated and responsible person. My qualities include being professional, outgoing and dependable. I am seeking to improve my managerial position, expand my knowledge and skills as well as demonstrate the importance of my job duties, expectations and exceed assigned goals. As a Loans Customer Service Manager, I am experienced at informing clients about banking products, services and recommending the best options to meet their needs. Excellent interpersonal skills, versatile with background in banking and finance. Consistently meet bank and customer service standards. Highly detail-oriented, professional and successful at meeting and exceeding set goals. Ambitious banking professional extensively trained in bank leadership, Loan products, Lines of Credit, Mortgages and Escrow accounts. Accomplished Loan Customer Service Manager who consistently exceeds service goals, while providing the utmost care in client relations. My goal is to work in an environment that will challenge me further while allowing me to contribute to the continued growth and success of the organization.
Ability to multitask
Strong work ethic
Excellent verbal communications skills
Bilingual - English/Spanish
Computer Literate in Word, Excel, and PowerPoint
Ability to work with no supervision
Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards
Innovative problem-solver who can generate workable solutions and resolve complaints
Seasoned professional whose honesty and integrity provide for effective leadership and optimal business relationships
Loyal and dedicated manager with an excellent work record
Confident, hard-working employee who is committed to achieving excellence
Loans Customer Service Manager, 11/2015 to Current BBVA Compass Bank / Atento – 1300 Maco Dr. Pharr, TX. 78577 (800-239-1002 or 205-297-5024)
Supervise 20-30 Loans Customer Service & Mortgage Consultants.
Track and review attendance, punctuality & adherence.
Responsible for QA Monthly Goals, as well as scoring calls on a monthly basis for each one of my team members. Discuss and deliver any coaching opportunities found, and how these may be overcome for any future calls.
Review and/or approve new bank procedures, products and guidelines to ensure customer's satisfaction.
Participate on System Pilots during software migration. Conduct testing, evaluations and implement the new systems and procedures once testing is complete.
Launch and established the Loans Departments sites in Puerto Rico and Colombia and continue to oversee progress and success for both locations.
Answer Escalated calls and resolve in a timely manner, reach out to all different departments needed in order to resolve client's issues as difficult as they might be.
Prepare monthly team meetings/agendas.
Attend required variety of meetings, and participate in discussion and share the knowledge of my expertise. If any issues arise within a specific department, make sure this is also discussed in the meeting to ensure that we are all on the same page.
Interview and hire staff. Assess needs/plan ahead.
Work reconciliation reports monthly.
Responsible for variety of reports and employee time cards.
Responsible for administering plan of actions, and monitoring the progress or regress, and issue disciplinary actions when required.
Supervise during rotating weekends.
Coach LCS & Mortgage Consultants to expand their performance.
Assist with daily guidance on questions from LCS & Mortgage Consultants.
Responsible for LCS Administrative Team, which consists of four senior/former representatives. This includes monitoring their daily tasks and ensure they are being productive at all times. I also review the LCS monthly report which specifies the number of cases for different tasks on a daily basis. All manual payoffs that are quoted daily through this area are rectified by me. Conduct monthly meetings to discuss any arising trends, and set monthly goals.
Responsible for the Call Center Escalation Department which is handled by one senior/former representative. This department is in charge of payment returns, escalations, coaching opportunities, social media complains, and difficult issues that arise. Responsible for contacting all different Management Departments to make sure that we fulfill and resolve customer's issues as difficult as they might be.
Loans Customer Service Team Lead, 12/2014 to 01/2015 BBVA Compass Bank / Atento – 1300 Maco Dr. Pharr, TX. 78577 (800-239-1002 or 205-297-5024)
Help manage and supervise a group of 20-30 Loans Customer Service Consultants.
Conduct daily coaching sessions to improve the team knowledge and efficiency.
Monitor phone stats and team's productivity to ensure high levels of customer service and meet established answer rates.
Take supervisor calls with the main goal of solving customer's issue and achieve a first call resolution.
Send out communications to the team to keep a clear understanding of our focus, goals, updates and expectations.
Keep track of incoming calls and possible trends that may cause an increase of calls and escalate issues and concerns accordingly to ensure an immediate resolution.
Meet a set monthly goal of coachings and interactions with each team member.
Keep up with new banking procedures, guidelines and regulations to ensure bank's compliance.
Manage by walking around. Be visible and available to answer questions.
Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Motivate and encourage agents through positive communication and feedback.
Review the past week's events, including statistics, results and industry news.
Provide agents with a glimpse of future weeks.
Keep track of attendance, daily statistics, paid time off, sick time, etc.
Create a detailed plan of the way in which you plan to impact your team's day-to-day performance
Establish monthly meetings with other departments to review call center operations.
Customer Service Representative, 07/2012 to 12/2014 BBVA Compass Bank /Atento – 1300 Maco Dr. Pharr, TX. 78577 (800-239-1002 or 205-297-5024)
Handle Inbound and Outbound calls.
Obtain client information, follow verification procedures and resolve any issues/concerns.
Inform clients by explaining procedures; answering questions; providing information.
Update job knowledge by studying new product descriptions; participating in educational opportunities.
Fulfill requests by clarifying desired information; completing transactions; forwarding requests.
Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Research required information using available resources.
Manage and resolve customer complaints.
Provide customers with product and service information.
Enter new customer information into system.
Update existing customer information process orders, forms and applications.
Identify and escalate priority issues.
Route calls to appropriate resource.
Follow up customer calls when necessary.
Document all call information according to standard operating procedures.
Ability to identify any red flag situations, and handle accordingly, since the bank's priority is the security of its customers and accounts.
Sales Associate, 11/2009 to 10/2016 American Eagle Outfitters – 2200 S. 10th St. McAllen, TX. 78503 (956-688-6299 or 412-432-3300 HQ)
Develop and attain customer experience and sales objectives for the store.
Sell all products and services offered by the Company.
Meet all sells objectives and handle service inquiries from customers.
Maintain strong knowledge of all products, accessories, pricing
plans, promotions and service features. Pulling products from inventory, accepting customer payments and filing the completed orders.
Maintain knowledge of competitive offers and provide critical
market feedback to the Store Manager for possible product/service needs.
Provide efficient, courteous customer service and assist in all aspects of
product offerings and services.
Ensure an extraordinary customer experience.
Meet and exceed assigned goals for: Customer experience, reputation, sales, revenue and productivity.
Complete all aspects of opening and closing the store in accordance with the written procedures.
Assist with inventory maintenance and overnight floor-sets.
Key Holder, 09/2005 to 10/2008 Comet Cleaners / Watt Fuller - Owner – 2307 E Griffin Pkwy Ste A. Mission, TX. 78572 (956-560-8816)
Key Holder in charge of opening and closing the store.
Greet customer when entering the establishment.
Receive and return clothes to customers.
Issue receipts, refunds, credits or change due to customers.
Maintain clean and orderly checkout areas.
Establish or identify prices on goods, services or admission and tabulate bills .
Assemble clothes to be ready for pick up.
2 Years of College: Logistics, Current UTRGV - 1201 W University Dr, Edinburg, TX 78539
High School Diploma: 2007 Sharyland High School - 1216 N Shary Rd, Mission, TX 78572