Summary
Work History
Education
Skills
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Timeline
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Elena Rodriguez

Anna,TX

Summary

Knowledgeable and dedicated customer service representative with extensive experience in the banking industry. Solid team player with an outgoing and positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing business. A polite and professional member contact representative, successful in applying strong communication and problem-solving skills to each customer issue. Solid history of surpassing productivity and quarterly targets in high-volume settings. Skilled at building long-lasting, loyal customer relationships. An upbeat customer service professional with over a 5-year background in call center settings. Well- spoken and friendly, with excellent practical problem-solving skills. Accustomed to working in team-oriented, fast-paced environment. Expertise in using diplomatic communications to diffuse escalated situations. Well -qualified member contact proficient in handling complex customer issues and promoting positive experiences. Efficiency- driven and organized with a team-oriented mentality and dedication to customer satisfaction, business goals, and sales excellence. Skilled in coordinating documentation and handling payments.

Work History

Card Services Representative

Sunflower Bank
  • Developed and retained customer relationships through active listening and using defined processes to address customer needs.
  • Maintained compliance with federal and state laws and company policies and procedures.
  • Took ownership of mistakes and problems until issue resolved to customer's satisfaction.
  • Researched and resolved customer complaints and disputes related to credit card accounts.
  • Coordinated with other departments to verify timely and accurate processing of credit card applications and payments.
  • Built strong relationships with customers to increase retention and loyalty.
  • Generated reporting to aid leadership with information to determine future credit card goals.
  • Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases.
  • Assisted customers with questions and inquiries to provide information regarding credit card accounts.
  • Recommended products and services to meet customers' credit card and banking needs.
  • Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.

Member Contact Representative

Ally Bank
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Educated customers on company systems, form completion, and access to services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Processed debit and credit card and electronic check payments.
  • Responded to customer calls and emails to answer questions about products and services.
  • Approved and terminated customer contracts upon request.
  • Delivered prompt service to prioritize customer needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Sought ways to improve processes and services provided.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Small Business Telephone Banker

Capital One
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
  • Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
  • Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
  • Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
  • Stayed current on changing products, services and policies to offer exceptional service to customers.
  • Evaluated viability of funding sources and destinations to proactively detect fraud.
  • Monitored and verified suspicious activity on customer accounts.
  • Processed applications for new accounts.
  • Executed wire transfers, stop payments and account transfers.

Education

Business Management -

Collin College
Plano, TX
01.2024

Skills

  • Customer Support
  • Documentation & Reporting
  • Gathering Information
  • Client Communication
  • Call Center Operations
  • Microsoft Office
  • Problemsolving Skills
  • Account Management
  • Payment Processing
  • Quality Assurance
  • Call Control
  • Complaint Resolution
  • Customer Relationship Management

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Timeline

Card Services Representative

Sunflower Bank

Member Contact Representative

Ally Bank

Small Business Telephone Banker

Capital One

Business Management -

Collin College

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Elena Rodriguez