Connie Colunga

• Assisted customers with inquiries and complaints in a timely manner.
• Provided support to other departments as needed to ensure smooth operations.
• Researched and resolved billing disputes and discrepancies.
• Maintained accurate records of customer interactions and transactions.
• Developed procedures for improving the efficiency of operational processes.
• Identified potential areas of improvement within the department's operations.
• Analyzed customer feedback surveys to identify trends in their needs or preferences.
• Ensured compliance with company policies and procedures related to operations.
• Answered customer questions to maintain high satisfaction levels.
• Drove customer feedback to deliver information to management for corrective action.

• Developed options and implemented strategies for the customer to protect their homes from foreclosure.
• Maintaining and operating on multiple systems like MSP, Service Now and Aspect all while learning and adapting to new obstacles that was needing to be met with the highest standards to avoid any Risk on a daily basis.
• Developed and implemented strategies to protect homes from foreclosure.
• Analyzed financial documents of homeowners to determine eligibility for loan modifications.
• Coordinated with lenders to ensure proper documentation and timely processing of requests.
• Assisted homeowners in understanding their rights and responsibilities under the law.
• Reviewed loan modification applications for accuracy and completeness before submitting them for approval.
• Maintained records of all customer contact information, conversations, and actions taken.

Ensured compliance with applicable laws, regulations, policies, and procedures related to home preservation.

• Participated in training sessions designed to improve knowledge of relevant laws and regulations governing home preservation initiatives.
• Answered calls and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.

• Currently on this assignment I handle inbound calls assisting Wells Fargo new hires,rehires, and current team members enrolling into benefits varying from different plan options different claim administrators with medical,dental,vision and life insurance.Explained different options that were available in order to understand what was the best choice suitable for them and their families.Processed any personal information changes needed to be made to their dependents and themselves
• Currently since mid April was given the great opportunity to work from home assisting with Covid-19 team member care questions surrounding time off processing forms to our response teams,provided guidance on the policy and procedures team members and managers can take for their own safety and others employees and their customers
• Also assisted with concerns surrounding the Covid-19 pandemic on the phones and also on team member care chat.

• Created fraud disputes tickets for card holders who had been victims of fraud for their child support cards and unemployment cards in order to be investigated. Handled sensitive information, answered questions and gave timeframes for this process.Answered follow up questions about tickets created and deescalated calls to result in first call resolution.

• Customer service representative level 1 card maintenance for food stamps and child support.Managed a high call volume for account information pertaining to billing information balances deposit dates and or reissued cards if needed.Directed the card holder to the proper place if couldn't assist with issue.

• Generated tickets for a pawn of a product made by the customer.Gave estimates of stores items and products available also estimates for merchandise or items customers were looking to sell in exchange for money.Handled register and was responsible to be at a equal amount and count before and after every shift

• Technical support agent for customers Comcast service that included tv, phone and internet.Trouble shooted customers And explained step by step to customers on trying to resolve the problem they were experiencing with service.If was unsuccessful scheduled a technician visit to be taken at customers home

• Customer service rep for Verizon billing department.Answered inquiries and explained in detail their monthly bills applied any type of credit adjustment that was needed to keep our customers satisfied or resolved any problem with Bill and using soft skills and promotions with trying to keep our customers.