Arielle Comanche
Forney,TX
Summary
Resourceful Customer Service Professional with over 7 years of experience specialized in a fast-paced Call Center environment, with the desire to take on new challenges that include; a strong worth ethic, adaptability and exceptional interpersonal skills. Works productively and proficiently on teams as well as independently in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative - Bank Voice
Capital One
04.2024 - Current
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by addressing concerns and providing accurate information.
- Developed product knowledge to provide recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders in regarding to Cashier's Checks, Wires and Checkbooks.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their success into the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained up-to-date knowledge on product and service changes.
- Identified and resolved discrepancies in customer accounts.
Customer Service Representative - Refinance
Capital One
05.2019 - 08.2023
- Performed account lookups, verified documentation, and provided detailed reports of client credit worthiness to superiors
- Educated customers by providing different loan options that would best suit them regarding APR, Term, and Finance Charge
- Memorized all company products and services in order to answer customer questions quickly and effectively via live chat, phone and email
- Assisted customers with technical product issues, account access and navigation of the website
- Researched and troubleshot customer issues to ensure prompt resolution and customer satisfaction
- Built relationships with customers, utilizing de-escalation techniques to resolve issues professionally while maintaining a95% customer satisfaction rating
- Extensive expertise in multitasking with more than one customer while efficiently navigating different software's in a fast paced environment
- Consecutively maintained 99% in quality assurance while exceeding all other metrics including customer relations and product standards
- Monitored customer feedback and implemented changes based on that feedback to improve the customer experience
- Tracked all customer communications to ensure account accuracy and followed up as needed via outbound calls
- Ensured loan applications were complete and accurate by administering all supporting documents
- Trained new employees within underwriting software and provided best practices to deliver regarding daily workload
Loan Processor
All About Loans
01.2017 - 05.2019
- Provided effective communication to Loan Officers, Underwriters and Mortgage Assistants
- Assisted customers with payment issues and advised them on possible solutions
- Negotiated payment plans with customers to ensure timely payment of delinquent accounts
- Performed financial assessments that determined eligibility
- Proficient with Microsoft suite
- Collected overdue payments on behalf of clients, while providing excellent customer service to resolve payment disputes
- Ordered and analyzed appraisal reports and legal document reviews in compliance with loan guidelines
- Maintained and monitored mortgage bankers' pipelines
- Developed pipeline management tools to aid in organization and effectiveness
- Reviewed loan agreements to ensure that they were complete and accurate
- Collected and reviewed underwriting conditions for approval of loans
- Processed payments accurately to update accounts in computer system
Sales Associate
Home Zone Furniture
10.2015 - 12.2017
- Sustained a monthly closing sales percentage of $60,000
- Used Stories software to create quotes, layaway orders, and invoices
- Underwrote several finance loans daily to obtain customer credit and financial worthiness
- Categorized all purchased guest for a weekly follow ups to keep review status about90%
- Provided excellent customer service skills to guest in person and in call center daily
- Developed effective relationships with all company departments through Storis Directory
- Worked with administration to ensure appropriate changes were made to improve customer satisfaction
- Welcomed guest with a polite greeting by explaining the current sale
- Provided accurate and appropriate information in response to customer inquiries
- Contributed in keeping store neat and clean throughout the day, including bathroom and breakroom
- Organized floor displays to maximize space and call attention to latest merchandise
Education
Associate - Culinary Arts
Southwestern Assemblies of God University
Waxahachie, TX12.2017
Skills
- Teamwork and Collaboration
- Problem Resolution
- Results Focus
- Process Improvement
- Meeting Target Metrics
- Communication
- Adaptability
- Report Preparation
- Multitasking
- Typing
- De-escalation Techniques
- Project Management
Timeline
Customer Service Representative - Bank Voice
Capital One
04.2024 - Current
Customer Service Representative - Refinance
Capital One
05.2019 - 08.2023
Loan Processor
All About Loans
01.2017 - 05.2019
Sales Associate
Home Zone Furniture
10.2015 - 12.2017
Associate - Culinary Arts
Southwestern Assemblies of God University
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