Cursila L O N G O R I A

Wells Fargo — Merchant Services Specialist

• Support business clients with merchant accounts, payment processing, and POS systems, ensuring smooth day-to-day operations
• Troubleshoot and resolve transaction issues, funding delays, and chargebacks in a timely and professional manner
• Provide education on payment solutions, fraud prevention, and account management best practices
• Handle high-volume client interactions while maintaining a strong focus on customer satisfaction and first-call resolution
• Collaborate with internal departments to resolve complex account and processing issues
• Assist with merchant onboarding, account updates, and service enhancements
• Monitor accounts for risk indicators, suspicious activity, and compliance adherence
• Consistently meet or exceed performance metrics related to efficiency, accuracy, and client experience

• Presidents Club Recipient 2023
• Test and learn all BC&P Departments Giving critical feedback to marketing data analyst to help organize internal leads
• Growing Current client spend exceeding metric goals of 50 million
• Utilize various forms of communication including, email, phone, direct mail, and LinkedIn channels to prospect/set presentations with potential clients.
• Drive strategic analysis to support merchant initiatives
• Partner with key external stakeholders (merchants, agencies, networks) to help grow and cultivate Capital One Shopping
• Develop subject matter expertise on the commercial card product in order to effectively pitch the product to prospects.
• Work independently and seek out feedback and data to reflect on and improve own performance
• Behavioral Interview Certified
• Emerging Field Leader

• Managed Million dollar store
• B2B Marketing /In-Person Sales
• Face to Face Customer Interaction
• Staff Scheduling
• Responsible for Opening and closing of the store
• Key Holder of the Building
• Open and closing of safe and responsible for bank deposits
• DMV Certificate of mailing recovery
• Vehicle Repossession Assignments & Approvals or Denials
• Light Traveling to DMV, Bank Deposits
• ACV PROCESS
• Appraising vehicle condition
• Responsible for Monthly Audits ( No Failed monthly Audit reports)
• Approval or Denial of Payment Plans
• Daily Collections activities
• Managed staff 5 or more
• Managed the daily operational aspects of the Office including scheduling, staff management, and ensuring high customer satisfaction.

• #1 rank in the entire department
• Leads as a Telesales agent/ Emergency Dispatch
• Performs exceptional customer service
• Submits work orders
• Handles escalated customers with little to no supervision needed
• Sells Home Serve and Home service plus sales in TX and MN
• Performs HVAC sales
• Lead New hire training class for gas utilities and sales On and Off boarding