Benjamin Diaz
Maricopa
Summary
Professional in financial operations with valuable experience in resolving account discrepancies and enhancing customer relationships. Proven track record of collaborating effectively with team members to meet targets and adapt to changing priorities. Recognized for problem-solving abilities and keen attention to detail. Skilled in data and account analysis, documentation, and driving process improvements to ensure compliance in account resolution practices.
Overview
8
8
years of professional experience
Work History
Senior Account Resolution Specialist
Wells Fargo
02.2023 - Current
- Conducted thorough research on complex cases to provide accurate information and facilitate informed decision-making.
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Enhanced client satisfaction through timely resolution of billing disputes and payment issues.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Provided exceptional customer service, handling inquiries and professionally resolving issues.
- Mentored junior staff members, sharing expertise in effective communication techniques and conflict resolution strategies for better results.
Account Resolution Specialist
Wells Fargo
09.2019 - 02.2023
- Assisted in the development of collections policies, contributing towards improved cash flow management within the organization.
- Trained new team members on scripts, company services, and collection strategies.
- Participated in process improvement initiatives aimed at optimizing workflows for greater efficiency within the accounts receivables department.
- Collaborated with cross-functional teams to identify root causes of customer complaints and develop solutions.
- Documented all actions performed and interactions with customers.
- Maintained up-to-date knowledge of industry trends and regulatory changes to ensure compliance in account resolution practices.
Sales Associate
Polo Ralph Lauren Factory Store
05.2018 - 09.2019
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Prepared merchandise for sales floor by pricing or tagging.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
Customer Service Representative
911 Air Repair
06.2017 - 07.2018
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
No Degree - Business Administration And Management
Central Arizona College
Coolidge, AZ12-2027
Skills
- Client relationship building
- Documentation skills
- Data entry proficiency
- Information gathering
- Goal-oriented mindset
- Research
- Active listening
- Decision-making
- Relationship building
- Account review
- Risk management
Accomplishments
- Achieved above a 99% quality assurance score by documenting every interaction with a customer correctly while adhering to our company's policies and procedures with accuracy and efficiency.
First Quarter "Who We Are" Award Winner in 2022 First Quarter "Who We Are" Award Winner in 2021
Recognized for excellent customer service, collections productivity, ability to adapt to changing environments to stay in compliance with state and federal laws, assisting less experienced associates by coaching efficient account handling practices, and providing feedback for overall process improvement.
Timeline
Senior Account Resolution Specialist
Wells Fargo
02.2023 - Current
Account Resolution Specialist
Wells Fargo
09.2019 - 02.2023
Sales Associate
Polo Ralph Lauren Factory Store
05.2018 - 09.2019
Customer Service Representative
911 Air Repair
06.2017 - 07.2018
No Degree - Business Administration And Management
Central Arizona College
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