Beatrice Branch
San Antonio,TX
Summary
Dynamic Customer Service Representative with a proven track record at Citibank, excelling in problem-solving and effective communication. Skilled in fraud investigation and active listening, I consistently resolved complex issues, enhancing customer satisfaction and loyalty. My ability to analyze data and prioritize tasks has driven successful outcomes in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Citibank
San Antonio, TX
06.2023 - 10.2024
- Receiving customer calls and promptly addressing their questions or concerns. Identifying customer issues and understanding their specific needs through active listening. Providing detailed information about products, services, features, pricing, and policies.
- Investigating customer complaints, identifying root causes, and offering appropriate solutions to resolve issues.
- Taking customer orders, verifying details, and processing payments.
- Updating customer accounts with relevant information and addressing billing inquiries. Guiding customers through troubleshooting steps to resolve product or service issues. Referring complex issues to the appropriate department or supervisor when necessary. Analyzing customer issues, identifying solutions, and taking appropriate action to resolve problems. Ability to handle a high volume of calls, prioritize tasks, and work under pressure.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Representative
E-tech, Citizens
San Antonio, TX
07.2022 - 05.2023
- Interact effectively with customers, insurance agents, police, attorneys, and other public personnel involved in the claims process.
- Assist with file reviews and file audits as needed.
- Promptly investigate all assigned claims with minimal supervision, including those of a more complex nature.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Fraud Specialist
Alorica
San Antonio, TX
08.2020 - 07.2022
- I was responsible for investigating cases of fraud and other financial crimes.
- Collect information on theft from the victim by phone or through direct interaction.
- Analyze the identity theft information to understand the seriousness of the theft.
- Maintain a database of customer personal data and theft case information for timely retrieval and analysis.
- Analyze customer statements, affidavits, and evidence to resolve identity theft cases and claims.
- Coordinated with local churches or organizations for use of facilities for memorial services if requested by family.
- Transported deceased bodies from place of death to the funeral home in accordance with regulations.
Funeral Assistant
Castillo mission funeral home
San Antonio, TX
12.2016 - 08.2020
- I did a lot of clerical work in assisting the Funeral Directors.Assisting with the preparation of the deceased and offering support to mourning families,I would run errands (pick up floral arrangements, occasionally fuel the cars and set up/clean chapels.
Education
High School Diploma -
San Antonio College
San Antonio, TX06.2025
Skills
- Cold calling
- Customer service
- Payroll
- Banking
- Clerical experience
- Team leadership
- Effective communication
- Data analysis
- Fraud investigation
- Active listening
- Critical thinking
- Time management
- Goal setting
- Strategic planning
- Problem-solving
- Workflow management
- Feedback delivery
Languages
- Skills
- Spanish
- English
- Fluent
Timeline
Customer Service Representative
Citibank
06.2023 - 10.2024
Customer Service Representative
E-tech, Citizens
07.2022 - 05.2023
Fraud Specialist
Alorica
08.2020 - 07.2022
Funeral Assistant
Castillo mission funeral home
12.2016 - 08.2020
High School Diploma -
San Antonio College