MS Office (Microsoft Word, Excel, Powerpoint, Outlook)
Esther Vasquez
Sales Chat Specialist (LO)
San Antonio,TX
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering eight years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations. My goal is moving My career to an Analytical Role with Wells Fargo. I am fascinated by numbers, gathering and collecting information, problem solving, and making decisions.
Overview
1
1
year of post-secondary education
5
5
years of professional experience
Work History
Wells Fargo Inbound Sales Chat Specialist (LO)2
Wells Fargo
San Antonio, TX
02.2020 - Current
- Explain to customers the different types of loans and credit options that are available, as well as the terms of those services.
- Handle customer complaints and take appropriate action to resolve them.
- Stay abreast of new types of loans and other financial services and products to better meet customers' needs.
- Review and update credit card and personal loan applications
- Online-Customer Navigation
- Add, Change, Delete customer accounts upon request.
- Provide product information to our customers Deposit Accounts.
- Product Change
- Presented products and services to customers using in-depth knowledge to answer questions.
NBBC Business Accounts Servicing Representative
Wells Fargo
San Antonio, TX
05.2020 - 07.2020
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Assisted customers with setting Branch appointments.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers on the changes with Wells Fargo on how to accommodate due to COVID 19 situation.
Investment Representative
USAA
San Antonio, TX
08.2019 - 12.2019
- Investigate and research members accounts via phone, if member is concerned with money movement.
- Recommend financial products such as mutual funds.
- Build and maintain member bases, keeping current member plans up-to-date and recruiting new members on an ongoing basis.
- Analyze financial information obtained from clients to determine strategies for meeting members financial objectives.
- Research and investigate available investment opportunities to determine whether they fit into financial plans.
- Document all investigative activities.
- Create and maintain logs, records, or databases of information about fraudulent activity.
- Review reports of suspected fraud to determine need for further investigation.
- Write reports (EWLs )work items to document suspicious activity, contact member, and freeze the account/accounts.
- Execute Wire transfer of funds.
Financial Processor
Capital Group | American Funds
San Antonio, TX
01.2019 - 08.2019
- Read source documents such as checks and enter data in specific data fields using keyboards or scanners.
- Compile information about new accounts, enter account information into computers, and file related forms or other documents.
- Collect and record customer deposits and fees, and issue receipts using computers.
- Investigate and correct errors upon customers' request, according to members and bank records.
- Store completed documents in appropriate locations.
- Locate and correct data entry errors, or report them to supervisors.
- Maintain logs of activities and completed work.
Member Debt Representative
SWBC
San Antonio, TX
10.2018 - 12.2018
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
- Locate and notify customers of delinquent accounts by mail, telephone, or personal visits to solicit payment.
- Advise customers of necessary actions and strategies for debt repayment.
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.
- Locate and monitor overdue accounts, using computers and a variety of automated systems.
- Answer customer questions regarding problems with their accounts.
- Record information about financial status of customers and status of collection efforts.
- Trace delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
Insurance Specialist
USAA
San Antonio, TX
08.2014 - 08.2016
- Sell various types of insurance policies to members or future members on behalf of USAA Insurance, including automobile, life, property, renters, valuable personal property.
- Build relationship with members to obtain data about their financial resources and needs, the physical condition of the person or property to be insured, and to discuss any existing coverage.
- Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.
- Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.
- Calculate premiums and establish payment method.
- Verify accuracy of billing data and revise any errors.
- Resolve discrepancies in members accounts(ODOC).
- Contact members to obtain or relay account information.
- Estimate market value of products or services.
- Collect members amounts due on accounts.
Carnet Health Care Representative
Carenet
San Antonio, TX
02.2014 - 05.2014
- Collaborate with other professionals to evaluate patients' medical or physical condition and to assess client needs.
- Refer patient, client, or family to community resources to assist in recovery from mental or physical illness and to provide access to services such as financial assistance, legal aid, housing, job placement or education.
- Counsel clients and patients in individual and group sessions to help them overcome dependencies, recover from illness, and adjust to life.
- Monitor, evaluate, and record client progress according to measurable goals described in treatment and care plan.
Education
MBA - Data Analytics
Texas A&M University - Corpus Christi
Corpus Christi, TX 08.2020 - Current
B.A - Communication
TEXAS A&M UNIVERSITY
Skills
100% Phone-based member
Team environment
Make appropriate decision on behalf of gathering information of the member quickly
Excellence including punctuality, Integrity, and accountability
Product knowledge
Quality assurance standards
Knowledgebase Software
Complaint resolution
Strategic sales knowledge
Analyzing documentation, information, and trends
Relationship-Building
Organization and Time management
Accomplishments
- Documented and resolved customer issues which led to better our Wells Fargo Sales Chat Team.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop Wells Fargo Customer applicaion tracking.
Software
CAS (Credit Application Status)
Hogan
CIV Thin Production-Sales
Cisco Jabber
Operating Systems (Windows)
Communication Tools (Skype)
Timeline
MBA - Data Analytics
Texas A&M University - Corpus Christi
08.2020 - Current
NBBC Business Accounts Servicing Representative
Wells Fargo
05.2020 - 07.2020
Wells Fargo Inbound Sales Chat Specialist (LO)2
Wells Fargo
02.2020 - Current
Investment Representative
USAA
08.2019 - 12.2019
Financial Processor
Capital Group | American Funds
01.2019 - 08.2019
Member Debt Representative
SWBC
10.2018 - 12.2018
Insurance Specialist
USAA
08.2014 - 08.2016
Carnet Health Care Representative
Carenet
02.2014 - 05.2014
B.A - Communication
TEXAS A&M UNIVERSITY