Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

ERICA BARBA

Las Vegas,NV

Summary

Dynamic and results-driven customer service and operations leader. Adept at managing high-volume workloads and leading teams to achieve exceptional performance. Top employee with the ability to drive organizational success through effective communication, problem-solving, and strategic planning. Bilingual individual willing to go the extra mile to ensure quality service to each and every customer. Committed to explaining complex information in easy to understand terminology. Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

15
15
years of professional experience

Work History

Quality Assurance Specialist

PENNYMAC
07.2023 - Current
  • Maintain and develop internal quality standards
  • Assess support interactions (calls, email, chat messages) based on established quality standards
  • Accompany evaluations with meaningful and constructive feedback
  • Discuss and explain feedback with agents in regular meetings
  • Participate in calibration sessions to maintain consistency in internal evaluations
  • Map the need for training and onboarding programs and initiate these projects
  • Create reports that reflect agent performance

Refinance Loan Specialist / Customer Service Lead & Supervisor Assistant

PennyMac Loan Services
02.2021 - 07.2023
  • Managed high call volumes, reducing wait times and improving overall customer experience through prompt response and effective troubleshooting
  • Acted as Supervisor Assistant, handling escalation calls and providing expert support to call center associates
  • Assisted associates with questions and issues, ensuring swift resolution and maintaining smooth call center operations
  • Spearheaded the identification and resolution of problem areas within the loan portfolio, implementing risk analysis and appropriate solutions to maintain portfolio health
  • Led a team in handling complex customer complaints, utilizing thorough research and effective communication to achieve resolution
  • Oversaw the loan proposal process from review to submission, ensuring accuracy and compliance with regulatory standards
  • Coordinated with underwriters to finalize loan applications, enhancing processing efficiency
  • Developed and implemented customer service strategies to maintain high levels of customer satisfaction and retention

Senior Client Service Representative

National Debt Relief
01.2018 - 12.2020
  • Directed daily client service operations, ensuring a positive customer experience for a large volume of clients
  • Managed and updated client information databases, maintaining accuracy and confidentiality
  • Led consultative sales strategies to understand and address client needs, enhancing service delivery
  • Trained and mentored junior staff, fostering a culture of continuous improvement and professional development
  • Exceeded service level metrics, including call handling time and productivity targets

Client Service Representative

Vantage Acceptance
08.2016 - 12.2017
  • Supervised client service activities, resolving customer concerns with empathy and efficiency
  • Conducted thorough account research to resolve collection issues, improving client satisfaction
  • Enhanced record-keeping practices, ensuring up-to-date and accurate client information

Lead Optometric Technician

Dr. Saremi
09.2009 - 08.2016
  • Directed patient flow and scheduling, optimizing clinic operations and reducing wait times
  • Managed pre-test procedures and ancillary testing, providing clear explanations to patients and ensuring data accuracy
  • Oversaw insurance verification and authorization processes, improving service efficiency
  • Trained patients on contact lens use and provided translation services during exams, facilitating better patient-doctor communication

Education

Associate's degree -

University of Phoenix
Online Campus

High School Diploma -

Sherman Oaks C.E.S.
Reseda, CA

Skills

  • Scheduling
  • Customer Assistance
  • Problem-Solving
  • Data Analysis
  • Communication skills
  • Microsoft Office
  • Strategic Planning
  • Customer Support
  • Data Entry
  • Microsoft Office Suite (Word, Excel, PowerPoint)
  • Issue Resolution
  • Time management
  • Customer Service Excellence
  • QuickBooks
  • Loan Servicing
  • Microsoft Word
  • American Sign Language (ASL)
  • Payment Scheduling
  • Microsoft Excel
  • Filing
  • Effective Communication
  • Telephone and email etiquette
  • Spanish
  • HRIS
  • Fluent in English
  • Leadership
  • Typing 69 WPM
  • Confidential Information Handling
  • Data security practices
  • Team Management
  • Organizational skills
  • Detail-oriented
  • Quality assurance
  • Problem-solving skills
  • Analytical thinking
  • Team collaboration
  • Customer service
  • Team leadership
  • Relationship building
  • Regulatory compliance
  • Spanish fluency

Languages

Spanish
Professional Working

Timeline

Quality Assurance Specialist

PENNYMAC
07.2023 - Current

Refinance Loan Specialist / Customer Service Lead & Supervisor Assistant

PennyMac Loan Services
02.2021 - 07.2023

Senior Client Service Representative

National Debt Relief
01.2018 - 12.2020

Client Service Representative

Vantage Acceptance
08.2016 - 12.2017

Lead Optometric Technician

Dr. Saremi
09.2009 - 08.2016

Associate's degree -

University of Phoenix

High School Diploma -

Sherman Oaks C.E.S.
ERICA BARBA