Erika Andrea Renteria
Sylmar,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Seeking to work for an organization where I can utilize my skills and qualifications, and gain experience, as well as build a successful career for my future while giving my best to an employer.
Overview
15
15
years of professional experience
Work History
Call Monitoring Analyst
PennyMac Loan Services
Pasadena, CA
07.2021 - 05.2022
- Consistently meets or exceeds deadlines and objectives.
- Listen to and observe calls, made by agents.
- Provide timely feedback to department managers/ supervisors so they can share feedback and provide coaching to agents.
- Score calls, maintained the call monitoring database.
- Stayed current with latest changes to applicable regulatory standards and company procedures.
Research Specialist
PennyMac Loan Services
Moorpark, CA
06.2019 - 07.2021
- Handle business partners escalations and contact customers to resolve and diffuse escalated issues via social media platforms.
- Researched and resolved written and verbal inquiries, requests for information, disputes, and general complaints received from customers in accordance with established policies and regulatory requirements.
- Worked with internal departments, vendors, and designed counterparts as needed to assist with resolving customer inquiries.
- Wrote response letters to customers in a professional and courteous manner, including providing copies of requested documents.
Senior Customer Service Representative
PennyMac Loan Services
Moorpark, CA
03.2013 - 06.2019
- Adhered to company policies scripts to consistently achieve call-time and quality standards.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging environment.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Bank Of America
Simi Valley, CA
09.2010 - 02.2012
- Effectively managed a high-volume of inbound and outbound customer calls.
- Gathered and verified all required customer information for tracking purposes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided a high level of customer service and client relation based on outstanding communication and interpretational skills.
Head Cashier
The Home Depot
San Fernando, CA
02.2006 - 09.2010
- Assisted customers by answering questions and fulfilling requests.
- Performed store opening, closing and shift-change actions and kept accurate shift-change options.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Resolved escalated customer disputes with special actions such as discounts.
- Trained, mentored and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Education
High School Diploma -
San Fernando Senior High School
San Fernando, CA06.2004
Skills
- Ability to work independently as well as part of a team
- Ability to multi-task various requests and strong attention to detail
- Courteous with Strong Service Mindset
- Excellent verbal and written communication skills (English and Spanish)
- Flexible and Adaptable
- Strong Analytical and Problem-Solving Skills
Timeline
Call Monitoring Analyst
PennyMac Loan Services
07.2021 - 05.2022
Research Specialist
PennyMac Loan Services
06.2019 - 07.2021
Senior Customer Service Representative
PennyMac Loan Services
03.2013 - 06.2019
Customer Service Representative
Bank Of America
09.2010 - 02.2012
Head Cashier
The Home Depot
02.2006 - 09.2010
High School Diploma -
San Fernando Senior High School
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