Christina Ortiz
Phoenix,AZ
Summary
Collaborative, results-driven professional with 14 years of experience providing exceptional customer service to deliver strategic financial solutions and enable business and client success. Dynamic leader skilled in training and motivating high-performing teams to accomplish organizational goals and objectives. Skilled in mitigating fraud, proactively problem-solving, and maintaining organization in fast-paced environments. Driven to add value and deliver top-quality results, while also exhibiting strong attention to detail, data analysis, reporting, and account management skills.
Overview
20
20
years of professional experience
Work History
Customer Advocacy Department
Wells Fargo & Company
12.2023 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
Virtual Small Business Banker
Wells Fargo
11.2021 - Current
- Manage customer relations, as main point of contact, by coordinating efforts that require strong banking resources
- Serve small business customers in order to provide strong customer service with the goal of building strong relationships
- Create and maintain professional relationships with internal teams, bankers, and lines of business in order to deliver products and services efficiently
- Current compliancy with S.A.F.E Mortgage Licensing Act and Loan Originator requirements under regulation Z (LO)
Escalation Banker
Wells Fargo
07.2020 - 11.2021
- Managed irate customer calls with the purpose of de-escalating the situation and assisting in solving the issue
- Coordinated and delivered resolutions to the customer for complex cases and situations
- Created a comfortable and consultative customer experience that exceeded the customers concerns and needs
- Participated in new strategies, processes and programs to help increase client satisfaction
Business Specialist (North Stockton)
Wells Fargo
11.2014 - 07.2020
- Recruit, train, supervise, and motivate high-performing staff team in providing high-quality customer care and support to all clients while administering performance reviews
- Provide oversight, coaching, and guidance to business advocates and tellers in identifying and meeting business customer needs by advising on strategies to formulate individual financial solutions
- Plan, direct, and evaluate workflows to identify areas for improvement, maximize operational volume, and drive results
- Partner with senior leadership to catalyze customer support excellence and implement strategic initiatives
- Analyze client credit, payroll, and lending options and communicate each alternative to enable effective decision-making
- Successfully facilitate customer connection meetings and follow-ups; ensure completion of four daily interactions within business development office in collaboration with business partners to promote growth
Phone Banker I, II, & III
Wells Fargo
01.2010 - 01.2014
- Strategically negotiate sales deals with Premier Customers, as well as upselling and cross-selling products and services to accomplish aggressive sales goals and achieve high customer satisfaction
- Maintain open communications to investigate, de-escalate, and resolve inquiries and issues in timely, accurate manner, including overdraft fees, transfers, and fraud
- Uphold commitment to ensure positive customer experience by leveraging expertise to proactively identify financial needs, recommend services, and safeguard compliance with bank practices and regulatory policies
- Collaborate with team members to consistently meet Team Top Performance goals and fulfill bank vision
Customer Service Representative
Wells Fargo
01.2010 - 01.2014
- Responded to routine and complex customer inquiries regarding checking/savings accounts and debit cards
- Maintained strong working knowledge of business products and services to complete client transactions, provide individualized solutions, and enable customer financial success
- Provided professional, courteous customer service to all patrons; took initiative to deliver first call resolution while adhering to strict procedures and compliance guidelines
Fraud Investor
Washington Mutual Bank
01.2006 - 01.2008
- Researched, analyzed, and resolved fraudulent and abnormal activities; monitored customer accounts, identified common fraud schemes, and developed investigative strategies to successfully mitigate fraud
- Collaborated with external partners and agencies to stimulate accomplishment of fraud and loss prevention goals
- Prepared and submitted reports documenting fraudulent activity to provide paper trail and facilitate fraud investigations
Customer Service Representative
American Express, Inc.
01.2005 - 01.2006
Skills
- Data Analysis & Reporting
- Individualized Financial Solutions
- Fraud Prevention & Investigations
- Finance & Banking Expertise
- Consultative Sales & Strategy
- Team Leadership & Collaboration
- Customer Service and Support
- Written & Verbal Communications
- Regulatory/Policy Compliance
- Account Management
- Problem/Conflict Resolution
- Relationship Building
Timeline
Customer Advocacy Department
Wells Fargo & Company
12.2023 - Current
Virtual Small Business Banker
Wells Fargo
11.2021 - Current
Escalation Banker
Wells Fargo
07.2020 - 11.2021
Business Specialist (North Stockton)
Wells Fargo
11.2014 - 07.2020
Phone Banker I, II, & III
Wells Fargo
01.2010 - 01.2014
Customer Service Representative
Wells Fargo
01.2010 - 01.2014
Fraud Investor
Washington Mutual Bank
01.2006 - 01.2008
Customer Service Representative
American Express, Inc.
01.2005 - 01.2006
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