Genesis Gonzalez
El Mirage,AZ
Summary
Driven professional with extensive experience at Wells Fargo, NA, specializing in customer support and account servicing. Excelled in enhancing customer satisfaction and resolving financial disputes, demonstrating adaptability and a goal-oriented mindset. Skilled in data entry and fostering positive customer relations, significantly contributing to improved business outcomes.
Overview
10
10
years of professional experience
Work History
Escalation Represenative
Wells Fargo, NA
07.2019 - 05.2024
- Support internal and external customers with inquires and complaints regarding financial, products and services.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Support and assist less experienced representatives on the spot, via phone or chat.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
Account Resolution Specialist
Wells Fargo, NA
10.2015 - 07.2019
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Monitored aging accounts and reached out to customers to discuss payments.
- Assisted in the development of collections policies, contributing towards improved cash flow management within the organization.
- Documented all actions performed and interactions with customers.
- Bankruptcy Specialist
Customer Service Cashier
Oasis Insurance
02.2014 - 10.2015
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
Education
High School Diploma -
Dysart High School
El Mirage, AZ05.2009
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Adaptability and Flexibility
- Account Servicing
Languages
Spanish
Professional Working
Timeline
Escalation Represenative
Wells Fargo, NA
07.2019 - 05.2024
Account Resolution Specialist
Wells Fargo, NA
10.2015 - 07.2019
Customer Service Cashier
Oasis Insurance
02.2014 - 10.2015
High School Diploma -
Dysart High School
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