Angelica Rodriguez
Summary
I am a highly dependable and organized professional with experience in various customer service roles. I possess excellent communication and customer service skills. Eager to learn and take on all possible roles and responsibilities, I aim to broaden my professional expertise. I welcome feedback and critique as a means to deliver the finest experience as possible .
Overview
7
7
years of professional experience
Work History
Account Take Over
USAA Federal Savings Bank
09.2023 - 10.2024
- Have contact members to review suspicious activity; and if necessary, take appropriate actions to mitigate the risk and protect the member's assets
- Effectively utilizes appropriate tools and procedures to report confirmed fraud and associated trends
- Applies foundational knowledge of the business, its products, and processes and provides improvement opportunities and recommended solutions to improve the effectiveness or efficiency of fraud prevention and detection
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
AIR (Authentication, Identity, Recovery)
USAA Federal Savings Bank
05.2023 - 09.2023
- Handle inbound & outbound member calls in a contact center environment
- Help members with uploading their identification to the website
- Update the information on the member's profile
- Verifying ID's & Passports through, USAA software to confirm identity.
- Documented changes within the system aim to reduce the incidence of fraud.
- Documented investigative findings in reports.
Deposit Servicing
USAA Federal Savings Bank
01.2023 - 05.2023
- Handle inbound member calls in a fast-paced contact center environment
- Use effective communication, probing questions and critical thinking skills to identify member needs and provide relevant solutions which may include offering banking products
- Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels
- Develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
- Advise and educate members on available USAA digital tools and resources to improve the user experience
- Provide outstanding member service by demonstrating empathy, active listening, and professionalism
- Apply strong time and call management skills in assisting members with banking needs
- Embrace continuous improvement and development through coaching and collaboration with manager and team members.
Mortgage Funder
Wells Fargo
Tucson, AZ
01.2021 - 02.2023
- Responsibilities include Coordinating the closing schedule with the title company and providing a settlement document for review and approval, disbursing or wiring of money to a title or escrow company
- Attended to details and a great sense of organization, handled multiple priorities including Trailing Docs and corrections.
Personal Banker 1 & 2
Wells Fargo
Phoenix, AZ
12.2017 - 01.2021
- Responsibilities include Providing exceptional customer service
- Knowledgeable of Wells Fargo products and banking procedures, easily navigating Wells Fargo systems including VL and CIV, knowledgeable in servicing online banking
- Oversee customer financial accounts and process customer adjustments
- Make product recommendations or services to customers based on their needs and preferences.
Education
Associate of Applied Science - Nursing
Glendale Community College
High School Diploma -
Trevor G. Browne
Knowledge, skills & abilities
- Experienced in great communication skills
- Experienced in organizational skills
- Knowledgeable of principles and processes for providing outstanding customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Ability to provide information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Experienced in multi-tasking
- Experienced in phone and computer skills
- Knowledgeable and understanding consumer products
Timeline
Account Take Over
USAA Federal Savings Bank
09.2023 - 10.2024
AIR (Authentication, Identity, Recovery)
USAA Federal Savings Bank
05.2023 - 09.2023
Deposit Servicing
USAA Federal Savings Bank
01.2023 - 05.2023
Mortgage Funder
Wells Fargo
01.2021 - 02.2023
Personal Banker 1 & 2
Wells Fargo
12.2017 - 01.2021
Associate of Applied Science - Nursing
Glendale Community College
High School Diploma -
Trevor G. Browne