Elizabeth Mota Lara
Ft. Worth,TX
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences.
Overview
10
10
years of professional experience
1
1
Language
Work History
Customer Service Representative
Bank Of America
12.2018 - 05.2024
- Assist customers with First Mortgage & HELOC (Home Equity Line of Credit) accounts.
- Assist with updating and reviewing Escrow information related to taxes, insurance, overages/shortage, reserve requirements, and federal guidelines
- Provide assistance with re-issuing loan documents on file, such as Loans , Deed of Trust, Lien Release
- Provide assistance with monthly payments and adjustments of payment errors.
- Ensure all companies policies, guidelines & SLA's are met during each call while using multiple systems
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Manager
Advanced Auto Parts
12.2016 - 12.2018
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Handled departmental scheduling, conducted inventory counts, and sales functions of stores operation, utilizing excel spreadsheet knowledge
- Handed cash operational procedures daily, and performed audits on financial transactions at closing time, to ensure books were balanced
- Arranged up-to-date training and meetings for new and seasoned employees
Sales Associate /Retail Merchandiser
Home Depot
03.2014 - 10.2017
- Merchandising projects, planogram maintenance, overhead organization, and displaying signage that maintenance designed to enhance customer experience.
- Inspected merchandise for quality and arranged proper display location on floor
- Removed damaged, out-of-code, not-in-set and discontinued items from display
- Utilize hand held devices and other technology to merchandise product in a safe, efficient quality manner
- Processed orders in person and over the phone
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
High School Diploma -
Eastern Hills High School
Fort Worth, TX06.2008
Skills
- Customer Service
- Call center experience
- Sales expertise
- Data Entry
- Computer Proficiency
- Microsoft systems and spreadsheets
- Warehousing functions
- Team Development
- Continuous Learning Attitude
- Money handling abilities
- Problem-solving abilities
- De-Escalation Techniques
- Efficient and Detail Oriented
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Bank Of America
12.2018 - 05.2024
Manager
Advanced Auto Parts
12.2016 - 12.2018
Sales Associate /Retail Merchandiser
Home Depot
03.2014 - 10.2017
High School Diploma -
Eastern Hills High School
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Supervised team of 10 staff members.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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