Alma Janet Gallardo
Albuquerque
Summary
Dynamic bilingual professional with extensive call center experience at Bank of America, excelling in customer service and problem-solving. Proven track record of surpassing performance metrics while effectively managing high call volumes. Skilled in data entry and upselling strategies, fostering brand loyalty through exceptional rapport-building and empathetic communication.
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level loss mitigation position. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
Work History
Bilingual CSR
Sunward Federal Credit Union
09.2024 - Current
- Balanced multiple priorities within a fast-paced environment, consistently meeting deadlines and delivering superior customer service.
- Collaborated closely with other departments, ensuring seamless coordination when addressing multilingual customer queries or complaints.
- Provided comprehensive product information, addressing customer concerns effectively in their preferred language.
- Exceeded performance metrics consistently, demonstrating exceptional skills in handling high volumes of calls in two languages.
- Created and maintained detailed database to develop promotional sales.
Loan Processor
DreamSpring
01.2022 - 09.2024
- Ensured accuracy of client information, verifying data collected during the application process and updating records as needed.
- Assisted clients in understanding complex financial documents required for completing their loan applications successfully.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Assessed loan portfolios for compliance with underwriting policies.
- Approved loan applications based on customer creditworthiness and provided detailed financial advice.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
Bilingual CSR
Bank of America
03.2018 - 01.2022
- Promoted brand loyalty through excellent rapport-building techniques when communicating with customers from diverse backgrounds.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated closely with other departments, ensuring seamless coordination when addressing multilingual customer queries or complaints.
- Managed escalated cases proficiently, using advanced negotiation skills to maintain positive relationships with clients who spoke either English or Spanish fluently.
Education
High School Diploma -
Del Norte High
Albuquerque, NMSkills
- Fluent bilingualism
- Call center experience
- Data entry proficiency
- Upselling strategies
- Problem-solving
- Payment processing
Timeline
Bilingual CSR
Sunward Federal Credit Union
09.2024 - Current
Loan Processor
DreamSpring
01.2022 - 09.2024
Bilingual CSR
Bank of America
03.2018 - 01.2022
High School Diploma -
Del Norte High
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