Emmanuel Medina
Tolleson,AZ
Summary
Passionate customer advocate with a proven ability to deliver an exceptional, consistent customer service experience. Over 20 years of developing customer loyalty through understanding customer needs in a professional customer base environment.
Overview
18
18
years of professional experience
Work History
Appointment Setter
Timeshare Help Center
Phoenix, Arizona
10.2024 - Current
- Managed appointment scheduling for clients seeking timeshare assistance.
- Communicated effectively with clients to understand their needs and preferences.
- Utilized CRM software to track client interactions and follow-ups.
- Provided detailed information on timeshare options to prospective clients.
- Maintained organized records of appointments and client communications.
- Followed up with clients after appointments to gather feedback and address concerns.
Sr Sales Associate
OneMain Financial
Tempe, AZ
03.2021 - Current
- Built and maintained new and established client relationships with exceptional communication, personalized interactions and friendly attentive service.
- Kept customers engaged with positive, sales-minded attitude demonstrating pride in products.
- Achieved sales targets regularly to enable sustained growth.
- Trained and developed new team members to improve product knowledge and selling abilities.
Sr Specialist III
JPMorgan Chase Bank N.A
Phoenix, AZ
02.2020 - 01.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Located and monitored overdue accounts using billing system to begin collections process.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Answered 15+ inbound calls per day and directed to designated individuals or departments.
Collections Specialist
Aerotek (Contractor For Regional Acceptance)
Phoenix, AZ
03.2019 - 02.2020
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Completed skip traces on customers failing respond to collection efforts.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Sr Specialist II
JP Morgan Chase
Phoenix, AZ
02.2016 - 10.2018
- Counsel and assisted current customers in determining their best payment option(s) in an effort to bring their existing account(s) up to date.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
- Reviewed, verified and identified customer transactions to detect and prevent financial crimes activities.
- Supervised average of 10-15 training specialists in the consumer card department, overseeing work, optimizing performance and motivating excellence.
Sales Consultant
Aerotek (contactor For Wells Fargo)
Phoenix, AZ
12.2014 - 07.2015
- Responsible for making outbound calls with the objective of extending contact to sell new or additional products and/ or services.
- Sell to prospective customers using either pre-establish leads or leads source by incumbents.
- When necessary, act as a liaison between various departments and customers to reach sales conclusion with the customer.
GWIM Sr Operations Representative
Merrill Lynch Wealth Management/Bank of America
Phoenix, AZ
03.2012 - 03.2014
- Delivered differentiated services to our Advisory, Internal Partners, and other that range from routine to complex in nature by answering general banking questions to setting clear expectations for resolution on more complicated request.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Sr Customer Representative
Bank of America
Phoenix, AZ
02.2007 - 03.2012
- Responsible for professionally assessing the complete relationship of incoming customers calls, including credit card inquiries.
- Trained and supported newer staff in regards to performance, compliance and procedures.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Collaborated with others to discuss new opportunities to improve workflow needs.
Skills
Computer proficient
Employee development and management
Strong communication skills
Multi-tasking
Customer-service oriented
Motivated self-starter
VIP escalation experience
- Client communication
Timeline
Appointment Setter
Timeshare Help Center
10.2024 - Current
Sr Sales Associate
OneMain Financial
03.2021 - Current
Sr Specialist III
JPMorgan Chase Bank N.A
02.2020 - 01.2021
Collections Specialist
Aerotek (Contractor For Regional Acceptance)
03.2019 - 02.2020
Sr Specialist II
JP Morgan Chase
02.2016 - 10.2018
Sales Consultant
Aerotek (contactor For Wells Fargo)
12.2014 - 07.2015
GWIM Sr Operations Representative
Merrill Lynch Wealth Management/Bank of America
03.2012 - 03.2014
Sr Customer Representative
Bank of America
02.2007 - 03.2012