CARLOTA ROSS
TD BANK
Spartanburg,SC
1
Language
14
years of professional experience
Detail-oriented professional with excellent communication, interpersonal and creative thinking skills. Aiming to leverage my abilities to successfully work at your company. Frequently praised as hardworking by my peers, I can be relied upon to help your company achieve its goals. Adaptable professional with 25 years of work experience and a proven knowledge of executive support, staff training and development, and workflow prioritization. Aiming to leverage my abilities to successfully fill any role at your company.
Work History
CONTACT CENTER REP- CREDIT CARD, BILINGUAL
3 Years 9 Months- Displays positive and professional tone, exhibits empathy when required, and provides a Legendary Customer Experience
- Takes ownership of customer concerns and resolves Customer issues at first point of contact
- Ensures necessary due diligence is taken to support the timely and accurate completion of all customer transactions
- Arrives on-time and log-in ready to receive/make customer calls as scheduled throughout the shift
- Identifies and refers high value or potential customers to the appropriate personnel/team
- Provides courteous, efficient, and professional customer service to ensure inquiries, problems, and issues are resolved promptly and effectively to retain their business
- Engages customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidance.
- Established strong relationships with customers through effective communication while providing superior service levels.
- Developed an in-depth knowledge of credit card products and services, including account management and customer service.
- Identified fraudulent activity on customer accounts using monitoring tools provided by the company.
- Researched and resolved customer inquiries regarding billing issues, account transfers, balance inquiries, disputed charges, fraud claims and other related matters.
Bilingual Development Agent
4 Years 4 Months- Manage and write new business policies to stay in compliance
- Set strategies to achieve goals
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Customized insurance programs to suit individual customers, often covered variety of risks.
- Calculated premiums and established payment method.
- Interviewed prospective clients to obtain data about financial resources and needs, physical condition of person or property, and to discuss any existing coverage.
- Provided product information and resolved concerns to assist customers.
- Ensured that policy requirements were fulfilled, including any necessary medical examinations and completion of application forms.
Assembly Associate
6 Months- Assembled packages and components accurately, following UPS safety and quality standards.
- Operated handheld scanners to support efficient package flow.
- Loaded and unloaded freight, maintaining organized work areas and safe material handling practices.
Bilingual Collections Manager
9 Years 8 Months- Assisted with new hire orientation and employee training.
- Met deadlines while maintaining high-quality deliverables.
- Defined problems, collected data, established facts and validated conclusions.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Conducted staff meetings to relay general information or to address specific topics.
Skills
Complaint resolution
Workload management
CRM software
Script adherence
Customer service
Problem-solving skills
Verbal and written communication
Personal Information
Title: BILINGUAL DEVELOPMENT AGENT
Languages
Spanish
Native or Bilingual
Timeline
Assembly Associate
UPS
08.2025 - 02.2026Read More
CONTACT CENTER REP- CREDIT CARD, BILINGUAL
TD BANK
01.2023 - CurrentRead More
Bilingual Development Agent
TD BANK
06.2022 - CurrentRead More
Bilingual Collections Manager
08.2012 - 04.2022Read More