Alexis Becerra-Orona
Pflugerville,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Organized Senior Editor with 5 years of experience in content moderation. Trained in leadership and offering meticulous eye for scheduling and proofreading details. Innovative problem-solver with approachable attitude and insightful critical thinking abilities. Experienced Loan Officer adept at assessing customer needs, providing suitable products and guiding customers through loan process. Handles complex financial transactions using in-depth knowledge of loan products, services and lending regulations. Develops strong customer relationships by providing excellent service.
Overview
7
7
years of professional experience
Work History
Content Moderator
Accenture
12.2019 - Current
- Maintained high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Enhanced user experience by diligently monitoring and removing inappropriate content from platform.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to development team.
- Reduced response time for content review, ensuring safer online environment for users.
- Contributed to positive online community by consistently applying fair judgment when moderating diverse types of content.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.
Loan Officer
Cash Store
06.2019 - 11.2019
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during lending process.
- Submitted loan applications to underwriter for verification and recommendations.
- Examined customer loan applications for loan approvals and denials.
- Developed strong relationships with customers through high levels of customer service.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Meticulously reviewed applicant documentation, ensuring accuracy and completeness prior to submission for underwriting approval.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Utilized risk management strategies to attain high loan approval rates.
- Processed loan applications and monitored progress from start to finish.
- Assisted customers with completing loan applications and other paperwork.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
Customer Service Representative
Conduent
10.2017 - 10.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Education
High school diploma -
07.2015
Skills
- Active Listening
- Critical Thinking
- Money handling abilities
- Conflict Resolution
- Call center experience
- Computer Proficiency
- Customer Relations
- Payment Processing
- Paperwork Processing
- Account Management
- Data entry
- Microsoft Office
- Communication skills
- Time management
- Customer Service
Assessments
Customer focus & orientation, Proficient, 10/01/21, Responding to customer situations with sensitivity
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementWork from home optionFlexible work hoursTimeline
Content Moderator - Accenture
12.2019 - Current
Loan Officer - Cash Store
06.2019 - 11.2019
Customer Service Representative - Conduent
10.2017 - 10.2018
Hendrickson High School - High school diploma,