Flora Castaneda
Atascosita,TX
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
9
9
years of professional experience
Work History
Member Security
USAA Federal Savings Bank
10.2024 - Current
- Excellent communication skills, both verbal and written.
- Analyzed account statuses to identify recovery opportunities and develop strategic action plans.
- Implemented process improvements that enhanced recovery rates and reduced operational bottlenecks.
- Trained and mentored junior specialists on effective recovery techniques and compliance standards.
- Facilitated communication between clients and internal departments to ensure seamless resolution of accounts.
Member Service Representative
USAA Federal Savings Bank
07.2023 - Current
- Participated in team meetings to discuss customer service strategies and goals.
- Ensured compliance with applicable laws and regulations related to banking operations.
- Verified identity information on new accounts using established procedures.
- Provided guidance to members on how best to use products or services offered by the organization.
- Answered incoming calls regarding membership benefits and services.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Handled customer complaints in an efficient and courteous manner.
- Monitored compliance with organizational security protocols when interacting with members.
- Tracked customer feedback through surveys or other methods to identify trends or areas of improvement.
- Assisted customers with opening new accounts, transferring funds between accounts, closing existing accounts and making loan payments.
- Handled large volumes of cash with precision while maintaining a secure environment.
- Identified suspicious activities and reported them to the supervisor and manager accordingly.
Account Resolution Specialist
Wells Fargo
06.2020 - 07.2023
- Identified and resolved customer issues in a timely manner.
- Established contact with clients regarding payment arrangements or past due accounts.
- Collaborated with other departments on escalated cases involving complex issues.
- Maintained accurate records of all customer interactions and updated the database accordingly.
- Provided exceptional customer service by responding promptly to inquiries and resolving issues efficiently.
- Developed rapport with customers to ensure satisfaction with resolution process.
- Processed payments from customers for outstanding accounts receivable balances.
Account Manager/Sales Manager
Premium Oilfield Technologies
09.2017 - 06.2020
- Led customer sales and managed field operations
- Conducted customer service calls at various oil rig locations
- Gathered and ensured the safety of essential data for a range of equipment in the field
- Supervised and directed sales teams and drivers across different geographical areas.
- Developed and implemented sales strategies to increase market share.
- Created and presented monthly reports to management on sales performance.
- Maintained accurate records of all transactions between customers and company representatives.
- Established relationships with key clients, while maintaining existing customer base.
- Operated forklifts to transport materials efficiently within warehouse environment.
- Delivered packages efficiently while adhering to traffic regulations and safety protocols.
AFE Packer
Amazon Fulfillment Center
11.2016 - 09.2017
- Ensured availability of all ordered items with careful attention to detail.
- Adhered to safety protocols while maneuvering heavy objects.
- Expertly packaged items into boxes ensuring safety and efficiency
- Contributed to efficient package delivery process by pushing packages onto conveyor belt
- Maintained cleanliness in work environment
- Immediately reported any hazardous situations to superiors.
- Organized and packed merchandise in compliance with company standards.
- Conducted thorough quality inspections on merchandise before packaging.
Education
Associate of Applied Science - American Sign Language (ASL)
San Antonio College
San Antonio, TX05-2027
High School Diploma -
Moanalua High School
Honolulu, HI08-2012
Skills
- Teamwork
- Leadership
- Detail-Oriented
- Public Speaking
- Bilingual: English/Spanish
- Computer and Tech Literate
- Great Interpersonal Ability Skills
- Excellent Comprehension and Retention
- Escalation Handling
- Database Management
- MS Office
- Work Prioritization
- Self Motivation
- Problem-solving aptitude
- Multitasking
- Policy understanding
- Friendly, positive attitude
Languages
English
Professional
Spanish
Professional
American Signed Language
Elementary
Volunteer Experience
- 06/2012, 08/2013, Navy Hale Keiki School, Maintenance, groundwork, set-up, break down.
- 02/2012, 09/2013, Special Olympics, Chaperon, equipment supervisor, motivator
- 11/2019, Work Out Help Out (WOHO), Phil Hardberger Park, Laying mulch, pulled weeds, planting pollination plants and working out
- 12/2019, WOHO, St. Mary's Catholic Church, Gathered and stacked pallets, raked and bagged fallen leaves, loaded trimmed tree branches and bagged leaves onto trailer and worked out.
- Summer 2020, Upward Transitions Therapeutic Horsemanship (UTTH), side walker for special needs children and veterans to assure their safety while horseback riding, horse and corral maintenance.
- Summer 2024, Special Reach, assists in providing nights off for parents/family of special needs children and a fun safe social environment for those with special needs.
References
References available upon request.
Timeline
Member Security
USAA Federal Savings Bank
10.2024 - Current
Member Service Representative
USAA Federal Savings Bank
07.2023 - Current
Account Resolution Specialist
Wells Fargo
06.2020 - 07.2023
Account Manager/Sales Manager
Premium Oilfield Technologies
09.2017 - 06.2020
AFE Packer
Amazon Fulfillment Center
11.2016 - 09.2017
High School Diploma -
Moanalua High School
Associate of Applied Science - American Sign Language (ASL)
San Antonio College