Claudia Yanez
Portland
Summary
Dynamic bilingual professional with over 10 years of experience in banking and customer service, specializing in navigating complex financial regulations and resolving intricate credit and consumer issues. Expertise in delivering exceptional culturally competent service in both English and Spanish, supported by a proven track record of guiding internal teams on policy matters. Proficient in providing both verbal and written medical and educational interpretation, ensuring clear communication across diverse settings. Committed to fostering positive relationships and enhancing client satisfaction through effective problem-solving and dedicated support.
Overview
14
14
years of professional experience
Work History
Senior Escalation Representative
Wells Fargo, Hillsboro Oregon
Hillsboro, Oregon
11.2023 - 05.2026
- Resolved high level inquiries, delivering comprehensive support for simple and complex escalations and complaints from internal and external customers involving regulatory issues.
- Investigating root causes through detailed analysis recommending strategic solutions to prevent recurrence.
- Review customer service calls to confirm internal policies and bank regulations were followed.
- Met quality insurance targets while consistently managing a high volume of cases under strict guidelines.
- Maintain detailed documentation to meet regulatory guidelines and support case resolution accuracy.
Executive Office Intake Representative
Wells Fargo, Hillsboro Oregon
Hillsboro, Oregon
11.2019 - 11.2023
- Provided support to internal and external customers with complaints and inquiries regarding financial and products and services.
- Seek ways to determine the course and resolution of complaints and inquiries.
- Review complaints for regulatory and non-regulatory flags classifying the complaints in case manager system to ensure the complaints are properly logged and addressed while maintaining compliance with internal company requirements and bank regulations.
Phone banker/ Banker Coach
Wells Fargo, Hillsboro Oregon
Hillsboro, Oregon
06.2016 - 11.2023
- Assisted customers with financial services and account needs.
- Working in a fast-paced, high-volume environment.
- Help the team meet performance and service goals.
- Trained and onboarded new employees and led training sessions.
- Conducted coaching sessions and performance feedback to new employees.
- Maintain accurate records and completed required documentation.
- Recognized for strong performance and leadership support.
Medical Interpreter
Passport To Languages
Portland, OR
02.2012 - 08.2019
- Facilitated clear communication between healthcare professionals and patients in diverse medical settings.
- Interpreted medical terminology accurately to ensure patient understanding and compliance with treatment plans.
- Collaborated with interdisciplinary teams to enhance patient care through effective language support.
- Educated patients on medical procedures, promoting informed decision-making regarding their health.
- Interpreted complex legal and medical terminology with accuracy and clarity.
- Ensured cultural sensitivity and context in language interpretation for effective exchanges.
- Conducted real-time interpretation for conferences, meetings, and training sessions.
Education
High School Diploma -
John H Francis Polytechnic High school
Sun valley, CaliforniaMedical billing and coding certification
Portland Community College
06-2026
Skills
- Financial document management
- Customer service expertise
- Confidential information management
- Team leadership
- Proficient in Microsoft Office applications
- Data entry across multiple systems
- Detail-oriented organization
- Client engagement strategies
- Effective team leadership
- Analytical research
- Financial services support
- Interpretation
- Analytical investigation techniques
- HIPAA regulations knowledge
- Effective cross-cultural communication
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Escalation Representative
Wells Fargo, Hillsboro Oregon
11.2023 - 05.2026
Executive Office Intake Representative
Wells Fargo, Hillsboro Oregon
11.2019 - 11.2023
Phone banker/ Banker Coach
Wells Fargo, Hillsboro Oregon
06.2016 - 11.2023
Medical Interpreter
Passport To Languages
02.2012 - 08.2019
Medical billing and coding certification
Portland Community College
High School Diploma -
John H Francis Polytechnic High school