Geovanni Villagomez
Magna,UT
Summary
Main Objective: I'm here to obtain a career in a well established company where the opportunity for growth is available, and continue developing the necessary tools to become a leader in the industry. “My mission is to choose the ethical way by making a personal commitment to honesty, and integrity. To build a reputation of being dedicated to every goal I've chosen to pursue while having successes in myself.”
Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals.
Overview
17
17
years of professional experience
Work History
Bilingual Late Stage Supervisor
SELECT PORTFOLIO SERVICING, INC.
02.2017 - Current
- Supervised a team of 10-15 agents, managing timecards and ensuring optimal productivity through regular coaching and development in alignment with company standards
- Utilized Excel reports, build pivot tables to analyze trends, identify improvement areas, and enhance team efficiency
- Conducted interviews and performed quality checks to maintain compliance with federal and state guidelines
- Addressed escalated concerns from customers, attorneys, and real estate agents, providing expert resolution and support
- Managed timekeeping and conducted monthly and yearly performance reviews to foster continuous improvement and accountability
- Analyzed complex financial information to recommend the best workout solutions for customers facing financial hardship, while staying current with corporate policies and external compliance guidelines within the mortgage industry
- Developed effective improvement plans in alignment with goals and specifications.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Maintained database systems to track and analyze operational data.
Fraud Crime Specialist II
Wells Fargo
11.2016 - 02.2017
- Work with Operations team, Risk Operations/Fraud Prevention Services team partners with product, channel, risk and technology teams to develop and provide secure, reliable, scalable and customer friendly prevention, investigation and claims services that protect customers and Wells Fargo from fraud losses
- As a Financial Crimes Specialist 2, performed a critical role in maintaining the security of the digital channels , focus on detecting, preventing and mitigating fraud within the online, phone and mobile channels
- Verified and reviewed / and or identify daily customer activity utilizing reports and systems, exercising judgment to identify suspicious activity and potential online fraud
- Used a variety of systems and resources, to research moderate to complex account activity that may involve multiple transaction channels
- Take appropriate preventive or corrective action to secure customers’ online banking, accounts, personal information, and relationships
- Open cases and other claims to facilitate mitigation of fraudulent activity and move the customer toward resolution of their cases/claims
- Provide exceptional customer service by placing outbound calls to customers, to validate transactions and online activity, taking action to secure the customer
- Provide exceptional customer service by handling incoming calls from internal and external customers who need assistance due to suspicious online activity
- Maintained database systems to track and analyze operational data.
Senior Sales Representative
T- Mobile
07.2015 - 10.2016
- Sales leader, (in charge of sales environment), and ensuring peers ability to maximize every sales opportunity
- Stay in constant communication with other store leaders, and region director to make daily goals as well as daily plans to be executed
- Build and develop trust among customers to improve sales opportunities
- Analyze customer accounts for sales that will benefit both customer and company profits
- Providing team, and individual, supports to strive past company expectations
- Maximize transactions and compensation tiers to profit
- Optimize sales and opportunities to traffic over 115% daily
- Find resolutions to customer concerns or issues both efficiently and quickly
- Top sales representative in Utah central market
- Acknowledged for achieving [97]% increase in sales.
Supervisor
General Dynamics Information Technology
02.2013 - 08.2015
- Perform day to day supervision of assignments and teams
- Supervise team, scores, goals, performance, safety, and quality
- Analyzing documents: reports, statistics, and calls to coach accordingly
- Conducting training on policies and programs related to the Affordable Care Act
- Providing team, and individual support to excel past company expectations
- Mentoring, coaching or disciplining customer service representatives to ensure company policies, and compliance
- In charge of leading teams to excel company expectations to lead and move up within the company
- Being able to complete assignments, and reports in harsh and stressful environments assigned by Director or site managers within allotted time
- In charge of escalating or de escalating issues as arise to ensure safety among peers or to ensure the quality of the customer service experience
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted regular reviews of operations and identified areas for improvement.
- Frequently inspected production area to verify proper equipment operation.
Tax Preparer and Translations Specialist
Oficinas De Joel Guerrero
11.2007 - 05.2013
- Provide quality customer service along with providing customers with options and solutions with any legal problems or questions they may have
- Follow State and Federal Guidelines
- Resolve issues in a timely manner
- Answer inbound/outbound calls
- Translate legal documents
- Establish strong customer relations skills
- Prepared Legal document forms (Tax Compromise, Delinquency forms etc.)
- Ability to work with IRS agents
- Negotiation skills
- Prepared tax returns, extensions, tax planning calculations, and write-ups for organizations and entities.
- Offered clients recommendations to reduce tax liabilities.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Analyzed financial records to verify accuracy of tax returns.
- Researched complex tax issues utilizing online resources and professional tax software.
- Utilized tax software to prepare returns and meet deadlines.
- Consulted with clients to assess and mitigate future tax liabilities and determine eligibility for tax abatement.
Education
Salt Lake Community College
undefined
Granite Peaks High School
Certified Nurse Assistant - undefined
Tax preparation course - undefined
H&R Block
Notary license - undefined
First Aid Responder - undefined
Skills
- Leadership skills
- Management skills
- Strong Customer Relations Skills
- Microsoft Office proficient (Excel, Outlook, Teams)
- Analytical thinking
- Quality control
- Timecard Proficient (Verint, ADP)
- Loss Mitigation expert
- Employee development
- Team building
Educationcertifications
- Salt Lake Community College
- Granite Peaks High School
- Certified Nurse Assistant
- Tax preparation course at H&R Block
- Notary license
- First Aid Responder
References
Gianfranco Pachioni, Sales Director, 385-375-4467
Gina Leon Larios, Leon Management properties, 801-915-7216
Mainobjective
I'm here to obtain a career in a well established company where the opportunity for growth is available, and continue developing the necessary tools to become a leader in the industry. My mission is to choose the ethical way by making a personal commitment to honesty, and integrity. To build a reputation of being dedicated to every goal I've chosen to pursue while having successes in myself.
Timeline
Bilingual Late Stage Supervisor
SELECT PORTFOLIO SERVICING, INC.
02.2017 - Current
Fraud Crime Specialist II
Wells Fargo
11.2016 - 02.2017
Senior Sales Representative
T- Mobile
07.2015 - 10.2016
Supervisor
General Dynamics Information Technology
02.2013 - 08.2015
Tax Preparer and Translations Specialist
Oficinas De Joel Guerrero
11.2007 - 05.2013
undefined
Granite Peaks High School
Certified Nurse Assistant - undefined
Tax preparation course - undefined
H&R Block
Notary license - undefined
First Aid Responder - undefined
Salt Lake Community College
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