Emily Marie Paredes
Gaston,OR
Summary
Motivated self-starter, with experience of over 10 years in customer service.
Currently looking for an opportunity to work in a company that will challenge the ability to improve.
Professional account resolution expert with proven track record in managing and resolving complex financial disputes. Strong focus on team collaboration and delivering consistent results, adaptable to changing demands. Skilled in conflict resolution, customer service, and financial analysis. Reliable and goal-oriented with commitment to maintaining high standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Account Resolution Specialist
Wells Fargo
10.2021 - 05.2023
- Negotiated arrangements to manage defaults, payment plans or full remittance of balance owed.
- Documented all actions performed and interactions with customers.
- Completed in-depth research to investigate claims and resolve problems.
- Assessed individual situations and developed effective and appropriate resolutions.
- Monitored aging accounts and reached out to customers to discuss payments.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Handled outbound and inbound calls daily with goal of collecting owed debt.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
- Used skip tracing and other techniques to locate debtors.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Insurance Sales Representative
National General Insurance Company
07.2020 - 08.2021
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Reviewed customer needs and financial means to determine appropriate policy offerings.
- Identified and solicited sales prospects in agency databases.
- Upsold additional products and services after identifying customer needs and requirements.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Generated sales by recommending policies and add-ons.
- Maintained detailed records of customer information and policy sales.
Tasting Room Associate
Plum Hill Vineyards
02.2020 - 07.2020
- Managed tasting room inventory, including seasonal displays sold in tasting room.
- Poured wines according to quality and service standards.
- Greeted tasting room visitors and answered questions with upbeat attitude and professionalism.
- Provided informed wine suggestions to tasting room guests.
- Kept cases and shelves clean and well stocked.
- Processed credit cards, checks, gift cards and coupons.
- Followed all safety requirements for alcohol service and maintained network of available ride services for inebriated customers.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers.
Internal Recovery Services
Optum
08.2017 - 09.2019
- Providing accurate and appropriate information in response to customer inquiries.
- Defused volatile customer situations calmly and courteously.
- Maintain up-to-date records at all times.
- Develop effective relationships with call center departments through clear communication.
- Collect customer feedback from providers and make process changes to exceed customer satisfaction goals.
- Take daily inbound calls as well as outbound calls and key-entered orders, faxes, emailed documents.
- Develop spreadsheets to create easier ways for providers to review their claims.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
Call Representative
Johnson & Rountree Premium
11.2016 - 09.2019
- Politely assisted customers in person and via telephone.
- Answered an average of number calls per day by addressing customer inquiries, solving problems and providing new product information.
- Developed reputation as efficient service provider with high levels of accuracy.
- Providing and elevated customer experience to generate loyal clientele.
- Directed calls to appropriate individuals and departments.
- Scored in top 10% of employees in successful resolution of issues.
Head Cashier/Supervisor
CVS Pharmacy
09.2011 - 12.2016
- Greeted customers entering store to ascertain what each customer wanted or needed.
- Politely assisted customers in person and via telephone answered product questions with up-to-date knowledge of sales and store promotions.
- Took care of and maintained store in timely manner. While multitasking office work and sorting out weekly add for store sales.
- Conducted weekly walk-threw with manager to discuss interior visual displays, including store window presentation.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply
- Pre B.O.H.
- Performed store opening, closing and shift change actions, including completing accurate shift change logs, to keep operations efficient and current.
Education
GED -
Grossmont Center Drive
La Mesa, CA2007
Skills
- Completed six weeks seminar training on billing/coding for Optum Johnson and Rountree Premium
- Quick learner with exceptional communication skills and ability to stay calm under pressure
- Accustomed to working in fast- pace environments Being able to think quickly and take initiative handling any difficult situation with professional attitude
- Accounts Payable and Accounts Receivable
- Customer Experience Understanding the importance of customer service
- Credit and Collections
- Performance Goals
- Credit Card Transaction Processing
- Billing Practices
- Microsoft Office
Certification
Completed two 20 hour and one 40 hour course to receive certificates for life and health insurance.
Received Cosmetology certificate.
Received Culinary Arts certificate.
Timeline
Account Resolution Specialist
Wells Fargo
10.2021 - 05.2023
Insurance Sales Representative
National General Insurance Company
07.2020 - 08.2021
Tasting Room Associate
Plum Hill Vineyards
02.2020 - 07.2020
Internal Recovery Services
Optum
08.2017 - 09.2019
Call Representative
Johnson & Rountree Premium
11.2016 - 09.2019
Head Cashier/Supervisor
CVS Pharmacy
09.2011 - 12.2016
GED -
Grossmont Center Drive
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