Arlene Scott
West Covina,California
Summary
Center Represenative with 7 years experience providing superior service handling inbound calls for Wells Fargo Bank. Results-driven call center professional with solid experience in customer service and communication. Adept at resolving issues efficiently and maintaining high customer satisfaction. Strong focus on team collaboration, adaptability, and achieving targets. Skilled in active listening, problem-solving, and multitasking. Reliable and flexible in meeting changing needs.
Overview
19
19
years of professional experience
Work History
Call Center Representative
Wells Fargo
West Covina, California, USA
01.2013 - 09.2018
- Company Overview: Wells Fargo Bank is the fourth largest bank in the US
- I worked with a team of nearly 60 people and I was responsible for answering inbound customer calls
- Answering approximately 80 inbound customer calls per day in a friendly and courteous manner
- Discussing billing issues with the customer and offering possible solutions
- Providing information on additional products and services
- Following the conversational script provided by Wells Fargo and keeping the customer calls in under 10 minutes
- Escalating customer calls to my supervisor, if needed
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Mortgage Loan Officer
Western World Financial
Pomona, USA
01.2000 - 01.2005
- Company Overview: Western World Financial is a small mortgage broker located in Pomona, family owned
- I was part of a team of 10 Loan officers I was responsible for pre approving buyers and homeowners for purchase and refinancing
- Responding to telemarketing calls transferred to me from the marketing dept
- Answering homeowners and buyer's questions and reviewing different loan options to them
- Prequalifying for loan Approvals
- Communicated with underwriting department addressing issues with Approvals
- Western World Financial is a small mortgage broker located in Pomona, family owned
Education
High School -
Belmont High School
Los Angeles, CA06.1991
Skills
Excellent Oral Communication Skills
Fully Bilingual English and Spanish
Microsoft Office (Word, and Excel)
Type 35 WPM
Good Grammer and Spelling
Languages
Spanish
Full Professional
Timeline
Call Center Representative
Wells Fargo
01.2013 - 09.2018
Mortgage Loan Officer
Western World Financial
01.2000 - 01.2005
High School -
Belmont High School