Francisco Ruben Duenas
Pomona,CA
Summary
Seeking to use experience and communication skills to resolve, enhance and transform the face of customer interaction. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Customer Service/ Banking Analyst
Stretto Banking Services
Irvine , CA
06.2022 - 12.2022
- Working Remotely providing customer service to Trustee and fiduciaries regarding their chapter 11 and chapter 7 cases
- Setting up documents and sending them via Docusign , providing mediation between banks and clients.
- Answered constant flow of customer calls with minimal wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Investigated and resolved accounting, service and delivery concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Helped customers prepare documents required to complete transactions and process requests
- Reviewed and analyzed project spending throughout project life cycle
- Improved emergency resolution processes to save time
Customer Service Specialist
Spectrum
Ontario, CA
03.2022 - 08.2022
- Providing troubleshooting over web for Spectrum Customers regarding Wi-Fi and internet connectivity
- Taking over phone payments and assisting customers with online transactions.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Resolved concerns with products or services to help with retention and drive sales
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Customer Service Representative/Dispatcher
Green Earth Collective
Highland Park, CA
10.2017 - 03.2020
- Assisting customers with online purchases and dispatching of consumer products for pick and delivery.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Updated account information to maintain customer records.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Participated in team meetings and training sessions to stay informed about product updates and changes
Banking Service Representative II
Union Bank
Monterey Park, CA
08.2014 - 05.2017
- Lead in bilingual customer service banking Queue, providing banking information to customers through online and phone banking.
- Maintained and managed customer files and databases.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Worked effectively in fast-paced environments
- Gained extensive knowledge in data entry, analysis and reporting
- Paid attention to detail while completing assignments
- Proven ability to learn quickly and adapt to new situations
Education
High School Diploma -
El Monte High School
El Monte, CA06.1997
Skills
- DocuSign
- Financial Analysis
- Microsoft Outlook
- Technical Support
- Bilingual
- Microsoft SharePoint
- Typing
- Inventory Control Processes
- Report Preparation
- Customer Service and Assistance
- Special Projects
- Contact Management Systems
Languages
Spanish
Native or Bilingual
Timeline
Customer Service/ Banking Analyst
Stretto Banking Services
06.2022 - 12.2022
Customer Service Specialist
Spectrum
03.2022 - 08.2022
Customer Service Representative/Dispatcher
Green Earth Collective
10.2017 - 03.2020
Banking Service Representative II
Union Bank
08.2014 - 05.2017
High School Diploma -
El Monte High School
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