ALEJANDRA ALDANA
Camarillo,CA
Summary
Experienced Customer Service Specialist with over 10 years in high-pressure environments, adept at managing escalated customer issues and enhancing online support. Expertise in social media care, complaint resolution, and escalation management. Strong collaborator, focused on delivering timely solutions and maintaining professional customer interactions, recognized as a Subject Matter Expert in digital support.
Overview
1
1
Language
15
15
years of professional experience
Work History
Social Media Specialist / Complaint Specialist
Bank of America
Simi Valley, USA
09.2015 - Current
- Managed and resolved customer complaints received through Facebook, X, and Google Reviews, escalating sensitive or high-risk issues.
- Handle highly escalated customer referrals from Executive, Attorney General, and Social Media channels while maintaining quality and service standards.
- Delivered customer service through social media by responding to posts, monitoring conversations, and addressing concerns promptly and professionally.
- Engage directly with customers online to understand concerns, provide accurate information, and help reach appropriate resolutions.
- Assisted in developing social media customer-care procedures to improve client support efficiency.
- Collaborated with multiple lines of business to research complex customer issues, identify solutions, and mitigate customer and reputational risk.
- Subject Matter Expert for the Paycheck Protection Program (PPP), working directly with an executive mailbox to mitigate risk and escalate appropriate cases for timely client contact.
EMP Management Program
Bank of America
10.2012 - 09.2015
- Created Permanent Modification Documents for escalated EMP loans, ensuring compliance and accuracy.
- Resolved complex customer concerns by addressing escalated referrals from internal departments and social media channels.
- Worked directly with escalated referrals from internal departments and social media channels to resolve complex customer concerns.
- Created detailed Permanent Modification Documents for complex EMP loan cases.
- Supported management with projects, quality initiatives, UAT testing for PEGA, and team collaboration.
- Assisted management with projects, quality initiatives, UAT testing for PEGA, conference calls, and team support.
Mortgage Servicing Specialist
Bank of America
09.2011 - 10.2012
- Resolved complex customer cases within 48-hour service-level agreements, ensuring high quality and accuracy.
- Provided expertise and customer support for foreclosure issues, including rescissions, postponements, and evictions.
- Monitored foreclosure loans and ensured actions were completed according to investor, insurer, state, and regulatory guidelines.
- Delivered accurate updates to internal lines of business, facilitating timely case follow-up.
- Coordinated new-hire training and provided coaching and support to enhance team effectiveness.
Education
High School Diploma -
Rio Mesa High School
Oxnard, CASkills
- Social Media Customer Support
- Complaint resolution
- Client care
- Case resolution
- Customer communication
- Social media monitoring
- Online monitoring
- Salesforce
- Microsoft Office
- Risk mitigation
- Cross-functional collaboration
- Problem solving
- Subject Matter Expertise
Languages
Spanish
Professional
A1
Timeline
Social Media Specialist / Complaint Specialist
Bank of America
09.2015 - Current
EMP Management Program
Bank of America
10.2012 - 09.2015
Mortgage Servicing Specialist
Bank of America
09.2011 - 10.2012
High School Diploma -
Rio Mesa High School