Alan Grijalva
Phoenix,AZ
Summary
Dynamic Escalation Specialist at Wells Fargo with a proven track record in complex problem solving and effective communication. Expert in regulatory compliance and documentation accuracy, consistently delivering superior service while managing multiple accounts. Recognized for resolving intricate customer inquiries and ensuring timely follow-ups, enhancing overall customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Escalation Specialist
Wells Fargo
Tempe, AZ
11.2024 - Current
- Performed research on customer inquiries prior to escalating them for further review.
- Managed multiple projects simultaneously while meeting deadlines consistently.
- Researched, analyzed, and resolved complex customer inquiries.
- Managed multiple customer accounts simultaneously while providing superior service.
Claims Adjuster
USAA
Phoenix, AZ
02.2023 - 10.2024
- Maintained accurate documentation of all claim activity within designated system.
- Determined reserves for each claim based on estimated costs of settlement or defense.
- Ensured timely follow-up on all open matters; kept stakeholders informed regarding status updates.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
Banking Customer Service Representative
Discover Bank
Phoenix, AZ
01.2018 - 01.2023
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Monitored account activities for suspicious patterns that could indicate fraudulent activity.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
Education
High School Diploma -
Apollo High School
Glendale, AZ05-2012
Skills
- Complex problem solving
- Documentation accuracy
- Regulatory compliance
- Effective communication
- Prioritization skills
- Conflict resolution strategies
Languages
English
Full Professional
Spanish
Full Professional
Certification
- P & C licensed
- Spanish certified
Affiliations
- Youth flag football coach
- Self improvement book club
Timeline
Escalation Specialist
Wells Fargo
11.2024 - Current
Claims Adjuster
USAA
02.2023 - 10.2024
Banking Customer Service Representative
Discover Bank
01.2018 - 01.2023
High School Diploma -
Apollo High School
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