Ana Villegas
Phoenix,AZ
Summary
Dedicated and service-oriented team member with leadership experience in various work environments. Bilingual and skilled in promoting company core values and customer satisfaction. Creates a positive environment for team members to thrive and succeed. Built a strong foundation in the mortgage and customer service industry over 3+ years.
Overview
15
15
years of professional experience
Work History
Elite Service Representative
TMS/ServBank
Phoenix, AZ
04.2023 - Current
- Maintained a high level of customer satisfaction by providing accurate and swift responses to inquiries from mortgage customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Promoted high levels of customer satisfaction by resolving issues with expertise and friendliness.
- Resolved escalated customer complaints in a timely manner.
- Facilitated the learning process for new customer care staff by delivering training on company policies, procedures, products and services.
- Initiate appropriate tasks, conduct research, complies with guidelines.
Customer Care Representative
The Money Source
Phoenix, AZ
10.2020 - 03.2023
- Maintained accurate and up-to-date customer and system account information, ensuring efficient resolution of concerns.
- Documented customer inquiries, feedback, and service delivery suggestions in company database.
- Provided efficient and friendly customer service for routine inquiries and complaints.
- Assisted in training and mentoring new hires to ensure their smooth transition onto the call center floor.
- Contributed to Returned Mail & Special Operations Team by volunteering for various projects.
- Maintain contact center metrics.
Sales Associate
Kelly Paper
Phoenix, AZ
06.2019 - 05.2020
- Demonstrated excellent communication skills by resolving customer queries tactfully over the phone.
- Created attractive signage for new products, resulting in increased sales performance.
- Responded to customer inquiries and located products, assisting an average of 15 customers daily.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service, and operational goals.
- Stocked shelves, organized displays to attract customer attention.
Manager/Shift Leader/Area Coach of Operations
Jack In The Box
Phoenix, Az
05.2009 - 05.2019
- Handled cash transactions, bank deposits and received payments via various modes including cash, check, credit cards or vouchers.
- Count money at shift start to verify accurate amounts and sufficient change.
- Investigated and resolved customer complaints related to food quality, service, and accommodations.
- Demonstrated exceptional skills in handling customer payments, refunds, and exchanges.
- Greet customers entering establishments.
- Observed and evaluated workers and work procedures ensuring quality standards and service, completing disciplinary write-ups.
- Assigned work requirements, duties, and employee work stations.
- Oversaw the operations of various business areas related to the production, pricing, sales, and distribution of products.
- Directed and managed personnel by creating work schedules and allocating specific responsibilities.
- Established and implemented departmental policies, goals, objectives, and procedures while consulting with board members, organization officials, and staff members.
- Managed personnel processes including hiring, training, and supervision of new team members.
- Planned and directed activities, including sales promotions, in collaboration with other department heads.
Supervisor
American Temps
Phoenix, Az
5 2007 - 0 2009
- Greet customers and ask about the quality of service they are receiving.
- Efficiently resolved both customer and employee complaints.
- Provided training sessions for newly hired workers.
- Managed staff while preparing work schedules and assigning specific duties.
- Coordinated activities with cross-functional teams to enhance efficiency and timeliness of service delivery.
- Inspected work to ensure compliance with specifications and established standards.
- Performed and assisted with necessary cleaning duties.
- Evaluated physical conditions of facilities to determine required scope of work.
Education
High School Diploma -
Margarita Maza De Juarez
Chihuahua MexicoHigh School Diploma - Enrolled online
Penn Foster
Scranton, PaSkills
- 3 Years in the Mortgage industry
- Customer-Focused
- Proven Leadership Skills
- Extensive Service Industry Background
- Fluent in English and Spanish
- Hiring and training
- Dependable Job Tenure
- Inventory Management
- Food Safety Practices
- Positive Mindset
- Respectful Communication
- Problem-solving abilities
Timeline
Elite Service Representative
TMS/ServBank
04.2023 - Current
Customer Care Representative
The Money Source
10.2020 - 03.2023
Sales Associate
Kelly Paper
06.2019 - 05.2020
Manager/Shift Leader/Area Coach of Operations
Jack In The Box
05.2009 - 05.2019
Supervisor
American Temps
5 2007 - 0 2009
High School Diploma -
Margarita Maza De Juarez
High School Diploma - Enrolled online
Penn Foster
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