Alexis Blanco
San Antonio,TX
Summary
With 19 years of customer service experience in credit card management, virtual assistance, and workflow coordination, I bring extensive knowledge to the table as a customer service expert. A visionary approach to enhancing client satisfaction is evident through strategic conflict management, fraud prevention, and process automation. Committed to leveraging data management and performance metrics to drive organizational success and optimize customer experiences.
Overview
19
19
years of professional experience
Work History
Banking Specialist
USAA Federal Savings Bank
03.2023 - Current
- Resolve cardholder issues swiftly, ensuring compliance and enhancing satisfaction.
- Process applications, manage disputes, and conduct fraud investigations with precision.
- Analyze transactions to detect fraud, ensuring secure account management.
- Streamline workflows to improve customer satisfaction and reduce processing times.
- Maintain data accuracy in investigations, ensuring effective risk assessment.
Virtual Assistant
TaskUs
11.2021 - 05.2023
- Executed travel arrangements by researching and booking flights and accommodations.
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Conferred with customers by telephone, chat or email to provide information.
- Set up virtual Zoom meetings, invited guests and disseminated agendas.
Workflow Coordinator
Accenture
06.2021 - 09.2022
- Screened candidates, boosting hiring success with Microsoft Office and Salesforce expertise.
- Resolved application issues, ensuring smooth onboarding and efficient workflow.
- Coordinated screenings and managed systems, optimizing recruitment processes.
- Facilitated hiring by liaising with managers and conducting preliminary screenings.
- Implemented standardized documentation, enhancing cross-functional hiring initiatives.
Customer Service Representative
PillPack Pharmacy
11.2020 - 06.2021
- Managed customer accounts, ensuring service accuracy and efficiency.
- Resolved issues, boosting satisfaction and loyalty.
- Enhanced user engagement via live chat support.
- Verified insurance compliance and accuracy.
- Submitted tickets, streamlining issue resolution.
Service Delivery Specialist
Conn's Home Plus
01.2020 - 05.2020
- Managed calls and appointments, resolving service issues for improved customer satisfaction.
- Coordinated support across channels, enhancing delivery schedules and customer experiences.
- Streamlined communication, reducing response times and increasing service efficiency.
- Processed payments and resolved disputes, ensuring seamless customer interactions.
- Implemented structured protocols, tracking issues for measurable improvements in support.
Online Customer Service Representative
Wells Fargo
01.2018 - 01.2019
- Resolved customer queries, enhancing satisfaction and retention rates.
- Processed transactions accurately, ensuring seamless operations.
- Updated account information, improving data accuracy.
- Managed tech support, enhancing user experience.
- Led digital banking support, reducing resolution time and improving service quality.
Chat Support Representative/Lead
Conduit Global
08.2016 - 11.2018
- Guided 15 agents in Zendesk use, boosting resolution speed and customer satisfaction.
- Enhanced team performance via tailored coaching, achieving top results.
- Managed multi-channel support, optimizing coverage and efficiency.
- Implemented quality assessments, ensuring high service standards.
- Improved escalation handling, reducing resolution times significantly.
Medical Collections Specialist
Data Search Inc
10.2015 - 07.2016
- Managed insurance communications, improving claim efficiency for 14 facilities.
- Resolved inquiries and maintained detailed records for enhanced service quality.
- Handled billing, ensuring financial accuracy and patient satisfaction.
- Streamlined multi-system navigation, optimizing claim processing.
- Built relationships with patients, enhancing account updates and payment processing.
Customer Service Representative
Calling Solutions Inc
05.2014 - 05.2016
- Handled 250+ daily calls, boosting customer satisfaction and retention.
- Resolved complex issues, enhancing resolution speed and customer trust.
- Documented interactions precisely, ensuring compliance and accuracy.
- Supported team during high call volumes, maintaining seamless operations.
- Led escalation initiatives, converting complaints into resolved cases
Office Assistant
A.B.I Lawn Service
01.2006 - 04.2014
- Prepared and edited documents to produce precise, accurate and professional communication.
- Compiled and analyzed data to produce reports.
- Directed calls, scheduled appointments, enhanced customer interaction, and improved client satisfaction.
- Managed mail, courier services, ensured timely distribution, and boosted operational efficiency.
- Provided service quotes, increased customer acquisition, and strengthened client relations.
- Processed payments, maintained financial records, ensured accuracy, and supported financial integrity.
Education
High School Diploma -
Continental Academy
San AntonioSkills
- B2B client engagement
- Regulatory compliance expertise
- Financial service expertise
- Data collection
- Thoroughness in quality assurance
- Attention to data precision
- Proficient in Microsoft Excel
- Effective problem solver
- Experienced with multi-line communication tools
- Proficient in collaboration
Timeline
Banking Specialist
USAA Federal Savings Bank
03.2023 - Current
Virtual Assistant
TaskUs
11.2021 - 05.2023
Workflow Coordinator
Accenture
06.2021 - 09.2022
Customer Service Representative
PillPack Pharmacy
11.2020 - 06.2021
Service Delivery Specialist
Conn's Home Plus
01.2020 - 05.2020
Online Customer Service Representative
Wells Fargo
01.2018 - 01.2019
Chat Support Representative/Lead
Conduit Global
08.2016 - 11.2018
Medical Collections Specialist
Data Search Inc
10.2015 - 07.2016
Customer Service Representative
Calling Solutions Inc
05.2014 - 05.2016
Office Assistant
A.B.I Lawn Service
01.2006 - 04.2014
High School Diploma -
Continental Academy
Similar Profiles
John CaicedoJohn Caicedo
Customer Service/Sales Associate at USAA Federal Savings BankCustomer Service/Sales Associate at USAA Federal Savings Bank
Hilary AlegriaHilary Alegria
Deposit Services Representative at USAA Federal Savings BankDeposit Services Representative at USAA Federal Savings Bank
Desiree PerezDesiree Perez
Website Customer Support Specialist at USAA Federal Savings BankWebsite Customer Support Specialist at USAA Federal Savings Bank
Mark R. RossowMark R. Rossow
Business Process Owner – Real Estate Shared Services at USAA FEDERAL SAVINGS BANKBusiness Process Owner – Real Estate Shared Services at USAA FEDERAL SAVINGS BANK
Collin DoanCollin Doan
Sales Associate at Sams Club DistributionSales Associate at Sams Club Distribution