Adriana Munoz
Hacienda Heights,CA
Overview
22
22
years of professional experience
Work History
Review Manager
Southern California Edison
Irwindale, CA
01.2019 - Current
- Facilitate customers with company products and services
- Provide active functional support by resolving escalated issues and complaints
- Engage with internal and external customers via phone and in writing
- Draft and communicate reports to managers related to customer complaints and issues for the decision-making process
- Rendered exceptional customer service with a focus on generating positive word of mouth
- Established and sustained strong relationships with customers
- Harnessed astute analytical capabilities and offered both process improvements and resolutions
- Facilitated with new projects as well as called critical customers to advise of outages
- Supported team members with challenging tasks and technical issues
Energy Advisor 2
Southern California Edison
Irwindale, CA
01.2009 - 01.2019
- Analyzed customer requests and recommended innovative/flexible solutions to achieve high satisfaction levels
- Managed all energy efficiency, demand response, as well as residential and commercial calls both in English and Spanish
- Updated and maintained attendance records for future reference and seamless operations
- Guided net energy metering customers on how to track and review billing information
- Planned, coordinated, and organized both team meetings and call center events
- Provided quality customer service to internal and external customers
- Aided customers in finding best rate and programs by evaluating data on CWO/CSS
- Enforced end-to-end controls for compliance with company policies and to maintain customer confidentiality
- Performed as part of disaster gate for fire victims, assisting with calls and strengthening customer relationships
- Credited for raising money and supplies for non-profit organizations as an Econ member
Loan Processor
Wells Fargo Auto Finance
Diamond Bar, CA
01.2003 - 01.2007
- Delivered robust support by preparing and submitting all loan documents
- Reviewed files for completeness and accuracy as per state requirements
- Successfully handled and processed challenging loan applications, such as, first time borrowers, self-employed applicants, and borrowers with problematic credit histories
- Received a prestigious award in 2016 within a challenging environment for maintaining lowest percentage of shrinkage when completing loan contracts
- Fostered congenial relationships with internal and external customers for business growth
- Recognized for outperforming company average, achieving loan processing turn-around time of 1-3 days
Timeline
Review Manager
Southern California Edison
01.2019 - Current
Energy Advisor 2
Southern California Edison
01.2009 - 01.2019
Loan Processor
Wells Fargo Auto Finance
01.2003 - 01.2007