CONNIE COLUNGA
San Antonio,TX
Summary
Oversaw call center activities for over ten years, fostering a culture of effective communication and professionalism. Championed the development of strong interpersonal and organizational skills among team members. Managed high-pressure situations while maintaining a positive and enthusiastic work environment. Cultivated a detail-oriented approach to ensure accuracy in information processing. Promoted continuous learning and proficiency in management tools and client service protocols.
Overview
8
8
years of professional experience
Work History
Everyday Banking
Wells Fargo
San Antonio, TX
04.2024 - 11.2025
- Managed high call volumes in overnight operations for Wells Fargo Everyday Banking department.
- Managed customer inquiries related to personal banking and savings accounts.
- Facilitated resolution of banking inquiries and financial queries for callers.
- Facilitated submission of cases related to fraudulent disputes to Tier 2 for comprehensive investigation.
- Facilitated communication between team members and risk management committee. Assisted in understanding policies and procedures. Guided team in locating banking policy information for customer inquiries.
Human Resource Specialist
Wells Fargo
San Antonio, TX
09.2023 - 03.2024
- Provided comprehensive support for Wells Fargo employees by addressing inquiries related to medical, dental, and vision benefits through incoming calls and chat.
- Administered diverse complex functions to interpret and implement human resource policies.
- Streamlined employee access to benefits handbook and guided navigation of self-service website resources.
- Streamlined enrollment submission processes for benefits via phone during open enrollment period.
- Coordinated submission processes for enrollment changes and benefit modifications in response to qualified events.
- Streamlined submission of HR cases to claim administrators, ensuring timely resolution of employee concerns.
- Assisted employees with payroll questions regarding paychecks and corrections. Supported employees in completing W-4 forms and explained deduction processes for W-4 adjustments.
- Streamlined distribution of employee paycheck stubs and W-2 forms upon request.
- Facilitated managers in implementing payroll check and employee portfolio modifications.
Home Preservation Specialist
Wells Fargo
San Antonio, TX
02.2022 - 09.2023
- Assisted customers with Wells Fargo home mortgages. Built relationships and trust to provide support and empathy for customers facing challenges in preserving homes and avoiding foreclosure.
- Evaluated mortgage options available based on current lender affiliations.
- Assisted clients with complex inquiries during COVID-19 to identify available options for maintaining home stability and peace of mind. Provided guidance on alternative solutions such as deed in lieu and short sale to prevent foreclosure.
- Served as primary liaison, ensuring consistent communication throughout loan approval process.
Wells Fargo HR Representative
Robert Half
San Antonio, TX
09.2019 - 07.2020
- Facilitated support for Wells Fargo employees by addressing inquiries regarding medical, dental, and vision benefits.
- Facilitated employee access to benefits handbook and navigated self-service website resources.
- Facilitated enrollment submissions via phone during open enrollment period.
- Facilitated submission of changes for enrollment, dropping, or modifying benefits in response to qualified events.
- Facilitated submission of HR cases to claim administrators, addressing employee concerns and issues for effective resolution.
- Assisted employees with payroll inquiries regarding paychecks and necessary corrections. Guided individuals on updating W-4 forms and clarified how deductions functioned within the W-4 framework.
- Assisted in submitting paycheck copies and processing requests for W-2 forms.
- Guided managers in executing modifications to payroll checks and employee portfolios.
- Executed contract completion with Robert Half as a contingent worker.
CSR Fraud Specialist
CONDUENT
SAN ANTONIO, TX
09.2017 - 09.2019
- Managed high call volume for customer inquiries related to fraud intake cases on EBT, child support, and social security benefit cards.
- Reviewed and submitted intake cases related to fraud concerns, ensuring empathetic communication with clients.
- Facilitated resolution of customer problems, incidents, and inquiries to enhance service quality.
- Ensured comprehensive documentation of all necessary information and escalated disputes.
- Executed closure and replacement of benefit cards while advising on information protection measures.
Education
High School Diploma - General High School Curriculum
Southwest High School
AtascosaSkills
Friendly, positive attitude
Teamwork and collaboration
Flexible and adaptable
Dependable and responsible
Organization and time management
Timeline
Everyday Banking
Wells Fargo
04.2024 - 11.2025
Human Resource Specialist
Wells Fargo
09.2023 - 03.2024
Home Preservation Specialist
Wells Fargo
02.2022 - 09.2023
Wells Fargo HR Representative
Robert Half
09.2019 - 07.2020
CSR Fraud Specialist
CONDUENT
09.2017 - 09.2019
High School Diploma - General High School Curriculum
Southwest High School