Enrique De La Rosa
Fort Worth
Summary
Customer service representative with over 10 years in banking and call center environments. Bilingual in Spanish and English, effectively resolving client issues to enhance customer satisfaction and streamline service operations.
Overview
1
1
Language
9
9
years of professional experience
Work History
Driver
SELF-EMPLOYED
10.2018 - Current
- Provided rideshare services to passengers through Uber and Lyft platforms, ensuring timely and safe transport.
- Transport customers to the desired location promptly.
- Delivered exceptional customer service to enhance passenger experience.
- Handled inbound calls to coordinate transport for customers.
Third Grade Bilingual Teacher
Keller Independent School District
Keller
08.2024 - 11.2024
- Developed and delivered engaging lesson plans in both English and Spanish, ensuring curriculum alignment and language accessibility for diverse student populations.
- Utilized a variety of instructional strategies and educational technologies to differentiate instruction and enhance language acquisition.
- Fostered supportive, inclusive classroom environment promoting academic, social, and emotional growth for all students, enhancing overall student engagement.
- Assessed student progress through formal and informal evaluations, providing timely feedback and implementing targeted interventions.
- Collaborated with teachers, specialists, and families to enhance student learning, cultural awareness, and bilingual development, strengthening community support.
- Implemented effective classroom management techniques, cultivating respect, responsibility, and positive behavior among students.
- Maintained accurate records of academic performance and language proficiency to ensure compliance with district and state requirements.
- Participated in ongoing professional development to stay current with best practices in bilingual and elementary education.
Home Loan servicing specialist
Bank of America
01.2020 - 09.2024
- Provide account services to customers by receiving deposits and loan payments, cashing checks, issuing savings withdrawals, and recording night and mail deposits.
- Assisted customers with account inquiries, ensuring accurate completion of transactions to meet customer needs.
- Answered customer questions and facilitated referrals to appropriate bank services, enhancing customer experience.
Operations Analyst
Adecco/ Bank of America
08.2019 - 12.2020
- Monitored data input accuracy, generated reports, and troubleshot system issues to maintain operational integrity.
- Managed client accounts to ensure alignment with specific requests.
- Explained sales, service, fulfillment processes to enhance team understanding.
Fraud Analyst
Adecco/ Bank of America
11.2018 - 03.2019
- Reviewed customer accounts to prevent and detect potential fraud.
- Assessed risk levels and made decisions to support customers effectively.
- Handled inbound and outbound calls, taking action based on complex transaction characteristics.
Dispute analyst
Coop financial services
09.2017 - 09.2018
- Supported customers in disputing fraudulent transactions and unauthorized charges, ensuring timely and accurate resolutions.
- Resolved customer issues within authority limits and escalated complex cases to team members or team lead as needed.
- Facilitated resolution of customer inquiries by providing clear information and guidance.
Education
BACHELOR’S - EDUCATION
Universidad Del Turabo
Dallas, TX05-2022
Skills
- Safety compliance
- Customer-focused approach
- Bilingual: English and Spanish
- Effective communication
- Adaptability
- Microsoft Office Suite
Activities
- 100% Customer Service Satisfaction award in Bank of America
- 100% Quality Assurance in Bank of America and COOP Financial Services
Languages
Spanish
Professional
Timeline
Third Grade Bilingual Teacher
Keller Independent School District
08.2024 - 11.2024
Home Loan servicing specialist
Bank of America
01.2020 - 09.2024
Operations Analyst
Adecco/ Bank of America
08.2019 - 12.2020
Fraud Analyst
Adecco/ Bank of America
11.2018 - 03.2019
Driver
SELF-EMPLOYED
10.2018 - Current
Dispute analyst
Coop financial services
09.2017 - 09.2018
BACHELOR’S - EDUCATION
Universidad Del Turabo