Diana Perez
Dallas,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Determined an Online Chat Specialist with a calm personality and handles multiple issues at once. Ready to employ exemplary marketing skills in a customer service role. Enthusiastic an Online Chat Specialist experienced in process management and offering great verbal and writing skills.
Overview
5
5
years of professional experience
Work History
MRS II
Navy Federal Credit Union
Merrifield, VA
11.2022 - Current
- Processed loan payments, updated records, and provided customer service assistance as needed.
- Performed data entry tasks associated with processing consumer loans.
- Resolved customer inquiries regarding their loan accounts in a timely manner.
- Prepared and issued loan documents according to company guidelines.
- Verified customer identity and collected required documentation prior to approving loan application.
- Answered incoming calls from customers inquiring about their loan status or making payment arrangements.
- Provided excellent customer service while resolving any issues that arose during the course of processing a loan.
- Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
- Assisted customers with online banking services such as setting up bill payments and account transfers.
- Verified customer eligibility requirements prior to approving applications for new products or services.
Chat Support Specialist
Iqor Holdings US
01.2021 - Current
- Provided technical assistance to customers regarding products and services.
- Resolved customer complaints in a timely manner
- Utilized customer service software to track inquiries and document solutions provided to customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Answered viewer questions via social media platforms.
- Built relationships with customers by interacting regularly through comments, messages.
MSR II
Houston Metropolitan Federal Credit Union
Houston, TX
01.2019 - 12.2020
- Verified customers' identification to ensure compliance with laws and regulations.
- Provided exceptional customer service while accurately processing routine transactions.
- Assisted customers in opening new accounts and completing required paperwork.
- Answered customer inquiries regarding bank products and services.
- Explained account information to customers in detail as needed.
- Performed daily reconciliation of teller drawer within established limits.
- Identified fraudulent activity or suspicious behavior immediately reported it to management.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Directed specific questions to appropriate branch personnel.
- Opened new checking, savings and lines of credit for customer accounts.
- Balanced daily cash deposits and vault inventory with zero error rate.
Education
High School Diploma -
Canye Creek High School
New Caney, TX05-2006
Skills
- Cultural Awareness
- Team building
- Communication
- Time Management
- Fluent in Spanish
- Networking
- Computer Skills
- Troubleshooting
- Remote Office Availability
- Flexible and Adaptable
- Social Perceptiveness
- MS Office
- Multitasking
- Data Entry
- Microsoft Word
- Customer service expertise
- Cash Handling
- Customer Service
- Social media networking
- Strong Work Ethic
- Telephone Etiquette
Languages
English
Professional
Spanish
Professional
Timeline
MRS II
Navy Federal Credit Union
11.2022 - Current
Chat Support Specialist
Iqor Holdings US
01.2021 - Current
MSR II
Houston Metropolitan Federal Credit Union
01.2019 - 12.2020
High School Diploma -
Canye Creek High School