Alvaro Gonzalez
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Security Service
07.2023 - 08.2025
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
Phone Banker
Wells Fargo
07.2018 - 06.2023
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Participated in ongoing training opportunities to stay current on industry trends, product offerings, and regulatory requirements for better client support.
- Demonstrated adaptability by quickly learning new systems or procedures as required to maintain consistent performance in a dynamic industry environment.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
client service rep
Bank of America
10.2017 - 07.2018
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Answer inbound calls, assist with online issues, update acct information, zelle issues, bill pay inquires, bank product information, disputing charges, transfer call to other department, data entry etc. being at work on time and answering calls on time not only to help with adherence policy but to reduce customer wait time, providing accurate information to customers to ensure quality metrics are met.
Claims escalation fraud
JP Morgan Chase
10.2013 - 04.2017
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Taking inbound/outbound calls, review claim details to ensure if claim will be denied, still being reviewed or file a new claim, insert notes on claim description on what customer details are on the call, utilizing different systems to assist with claim situation, reaching out to other departments to rely information on the claim, probing customer to ensure that the claim information is accurate and it is true fraud, heavy data entry, issuing credits on customer acct, showing empathy towards my customers and reassuring that claim will get resolved... prior to claims escalations fraud i have worked 2 other lines of business and I been a mentor to my team.
teller
Texstar Bank
04.2012 - 10.2013
- Greet customers at the teller line, verify customer with a photo I.D, pull up customer acct, assist with verifying deposit transaction, withdrawal funds, transfer money between accts, opening new bank products, issuing cashier checks, balancing my cash draw, training new tellers in this position, helping my customers make deposits after the cut off time, filing currency transaction reports, heavy data entry, taking charge behind teller line when my branch manager is sick or on vacation. taking care of my customers is something i pride my self on.
Education
GED - Adult Education
North East Independent School District
San Antonio, TX05.2014
Skills
- Proven Leader
- Customer Focus
- Relationship building
- Problem Solving
- Active Learning
Timeline
Customer Service Representative
Security Service
07.2023 - 08.2025
Phone Banker
Wells Fargo
07.2018 - 06.2023
client service rep
Bank of America
10.2017 - 07.2018
Claims escalation fraud
JP Morgan Chase
10.2013 - 04.2017
teller
Texstar Bank
04.2012 - 10.2013
GED - Adult Education
North East Independent School District
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