Enrique De La Rosa
Fort Worth,Texas
Summary
Skilled customer service representative with over 10+ years of experience in banking and call center service. I am proficient in handling various calls in both Spanish and English daily, while continuously resolving client issues swiftly and efficiently.
Overview
8
8
years of professional experience
Work History
Self-Employed Driver
Uber/Lyft
10.2018 - Current
- Take inbound calls to transport customers.
- Transport customers to the desired location promptly.
- Provide exceptional customer service.
Third Grade Bilingual Teacher
Keller Independent School District
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.
- - Fostered a supportive and inclusive classroom environment that promoted academic, social, and emotional growth for all students.
- - Assessed student progress through a combination of formal and informal evaluations, providing timely feedback and implementing targeted interventions as needed.
- - Utilized a variety of instructional strategies and educational technologies to differentiate instruction and enhance language acquisition.
- - Collaborated with fellow teachers, specialists, and families to support student learning, cultural awareness, and bilingual development.
- - Maintained accurate records of academic performance and language proficiency, adhering to district and state requirements.
- - Implemented effective classroom management techniques, cultivating respect, responsibility, and positive behavior among students.
- - 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
- Serves the customer by completing account transactions
- Provide account services to customers by receiving deposits and loan payments, cashing checks, issuing savings withdrawals, and recording night and mail deposits.
- Answer questions and refer customers to other bank services as needed.
Operations Analyst
Adecco/ Bank of America
08.2019 - 12.2020
- Responsible for account management based on the client’s requests received.
- Understands the end-to-end process for sales, service, and fulfillment.
- Responsible for monitoring the accuracy of data input into systems of record, report generation, and troubleshooting.
Fraud Analyst
Adecco/ Bank of America
11.2018 - 03.2019
- Review the customer accounts for the prevention and detection of possible Fraud.
- Complete inbound and outbound calls and take appropriate action based on transaction characteristics of greater complexity.
- Assess the level of risk and make decisions to assist the customer.
Dispute Analyst
COOP Financial Services
09.2017 - 09.2018
- Provide information and instruction to customers to facilitate a proper resolution to inquiries.
- Resolve problems within the bounds of authority or request assistance from other team members or the Team Lead as necessary.
- Assist customers in disputing fraudulent transactions and other unauthorized charges to their accounts.
Education
Bachelor's - Education
Universidad del Turabo
05.2022
Skills
- Microsoft Office Suite
- Goal-oriented
- Team Leadership
- Adaptability
- Excellent communication skills
- Bilingual: English and Spanish
ACTIVITIES
100% Customer Service Satisfaction award in Bank of America 100% Quality Assurance in Bank of America and COOP Financial Services
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
Self-Employed Driver
Uber/Lyft
10.2018 - Current
Dispute Analyst
COOP Financial Services
09.2017 - 09.2018
Bachelor's - Education
Universidad del Turabo
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