Summary
Overview
Work History
Education
Skills
Timeline
Generic

Emmanuel Palacios

Rancho Cucamonga,Ca

Summary

Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.

Overview

23
23
years of professional experience

Work History

Home Mortgage Consultant Jr

Wells Fargo
Corona, CA
07.2014 - Current
  • Inform prospective and existing customers of WFHM programs, rates, policies, underwriting requirements, and loan procedures.
  • Analyze detailed financial and credit data, matching customer needs with an appropriate loan program and level of risk.
  • Receive customer application, quote the rate and points, and complete follow-up activities with the registration lock-in.

Customer Service Representative

Bank Of America
Brea, CA
11.2012 - 07.2014
  • Effectively managed a high-volume of inbound and outbound customer calls (80-100 calls).
  • Specialized training in Bankruptcy, Special Loans, Post Modifications, and PMI loans.
  • Service Mortgage loans while providing Excellent Customer Service.
  • Helped customers identify services / products that best suited their needs.
  • Calculate, update and analyze customer escrow accounts on a daily basis.
  • Provide manager floor coverage, taking on escalation calls and questions from associates on the phones.
  • Perform as an OJT coach to newly hired associates in the department; serving as point of contact for escalations and providing on the spot answers.

Customer Service Representative

Kelly Services
San Bernardino, CA
11.2010 - 02.2011
  • 30-45 inbound calls per day for customer's current home loan.
  • Offered best solution to home loan needs I.E refinance, lower interest rate.
  • Offered optional products best suited to customer I.E home insurance, credit cards, Etc.

Customer Service Representative

Time Warner Cable
CA
11.2007 - 08.2010
  • Provide 1st line technical support answering support queries via phone or email (70-100 calls/20-30 emails daily).
  • Support users in the use of computer equipment by providing necessary training and advice.
  • Assist in overseeing floor teams with any of their questions and or request.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Accurately documented, researched and resolved customer service issues.

Technical Support

Linksys A Division of Cisco Systems
Irvine, CA
08.2002 - 01.2006
  • Resolved problems with malfunctioning products.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Provided base level IT support to non-technical personnel within the business.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Responsible for troubleshooting Wireless Routers/Routers, VPN, Hubs, Switches, Wireless Print Servers, Wireless Cards, Wireless Cameras.
  • Assisted in internal support groups in producing examples and detail of problems or issues.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.

Education

Certification - Networking Technology

United Education Institute
Ontario, CA
2002

Skills

  • Skilled in call center operations
  • Adhere to customer service procedures
  • Strong problem solving aptitude
  • Avaya/ Cisco Software knowledge
  • Fluent in English and Spanish
  • Exceptional communication skills
  • Quick learner
  • Customer-focused
  • OS/Platforms: AS/400, MS Windows NT/9x/2000/XP/2003
  • Wireless AP, VPN, Wireless Routers, Switches

Timeline

Home Mortgage Consultant Jr

Wells Fargo
07.2014 - Current

Customer Service Representative

Bank Of America
11.2012 - 07.2014

Customer Service Representative

Kelly Services
11.2010 - 02.2011

Customer Service Representative

Time Warner Cable
11.2007 - 08.2010

Technical Support

Linksys A Division of Cisco Systems
08.2002 - 01.2006

Certification - Networking Technology

United Education Institute

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Emmanuel Palacios