Esmeralda Lopez
Forest Grove,OR
Summary
Detail-oriented customer service offering 8 years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Adept at mentoring new employees on processes and policies in support of team and business objectives.
Overview
4
4
years of professional experience
Work History
Spoc 1
Freedom Mortgage
Beaverton, OR
05.2020 - 10.2020
- Answers inbound and makes outbound calls and work calls from the Message Center and responds to customer requests within established timelines in order to maintain service level expectations and deliver quality service to customers.
- Responsible for assuring all regulatory requirements are met concerning customer interaction by explaining policies and procedures courteously and patiently.
- Maintains confidentiality of customer’s nonpublic information.
- Provides information and knowledgeable assistance regarding mortgage loans by retrieving loan information and providing customers their information quickly and efficiently.
- Builds customer relationships by actively listening and resolving complaints quickly, efficiently and accurately.
- Provides written and verbal responses to customer inquiries as needed.
- Additional job duties as assigned. Able to demonstrate a willingness to learn
- Computer proficiency is essential
- Able to adhere to schedules, multitask and meet deadlines
- Demonstrates good listening skills, strong customer service skills
- Professional communication skills (both verbal and written)
- Able to work in a fast-paced team environment
Customer Service Representative
conduent
Tigard, OR
09.2019 - 02.2020
- Answer incoming calls regarding customer acccount.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Educated customers on special pricing opportunities and company offerings.
- Documented conversations with customers to track requests, problems and solutions.
Early Stage Collection
seterus
Beaverton, OR
04.2018 - 02.2019
- Answering incoming calls regarding customers mortgages
- Assessment of customer income and budget to determine affordability and payments.
- Investigate potential account modification and extensions and process payments
Bank Teller
Wells Fargo
Forest Grove, OR
04.2017 - 12.2017
- Greeted incoming customers nd help them with everyday transaction.
- Received cash and checks for deposit, including verifying amounts and endorsements and examining cash to prohibit acceptance of counterfeit bills.
- Responded and assisted customers with account inquiries and updates.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Acquired and maintained knowledge of emerging technologies, including customer virtual interactions.
- Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
- Maintained optimal financial controls by securing funds and making accurate transactions.
Education
High School Diploma -
Liberty High School
Hillsboro, OR06.2006
Skills
- Problem resolution
- Customer service
- MS Office
- Call center operations
- Providing customer support
- Call documentation skills
- Payment processing
- Technical troubleshooting
- Account updating
- Prospecting skills
- Resolving issues
- System documentation
- Bilingual in Spanish-speaking
- Currency and coin counter
- Exceptional customer service
- Debt and credit management
- Cash dispenser operation
- Asset Management
- Money Handling
- Regulatory Compliance
Timeline
Spoc 1
Freedom Mortgage
05.2020 - 10.2020
Customer Service Representative
conduent
09.2019 - 02.2020
Early Stage Collection
seterus
04.2018 - 02.2019
Bank Teller
Wells Fargo
04.2017 - 12.2017
High School Diploma -
Liberty High School