Summary
Overview
Work History
Education
Skills
Certification
Passions
Personal Information
Languages
Timeline
Generic

Ivette Flores

Avondale,AZ

Summary

Service-oriented professional with over 15 years of customer service experience, equipped with exceptional communication skills. Proven ability to empathize with, listen to, and find effective solutions for customers. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Mortgage Credit Assistance

Bank of America
01.2023 - Current
  • Provided top-notch customer support in the complex banking sector
  • Increased customer service response rate by 40% through effective coordination of workflows
  • Managed high-risk customer accounts, reducing account closures by 55%
  • Implemented a customer feedback system to streamline the collection of customer responses, contributing to a 30% improvement in service.
  • Maintained strict compliance with federal and state regulations throughout the mortgage lending process.
  • Increased customer satisfaction rates with thorough knowledge of mortgage products, effectively communicating options to clients.

Customer Service Representative

JPMorgan Chase & Co.
01.2022 - 01.2023
  • Handled customer inquiries and problem resolution in a dynamic banking setting
  • Received 100+ calls daily with a focus on resolving customer complaints and inquiries
  • Adhered to regulatory compliance standards for all customer interactions, ensuring 100% compliance score within my tenure
  • Reduced case resolution time by 35% through proficient use of customer service software
  • Increased customer satisfaction by 20% with proactive issue management.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Private Client Customer Service

JPMorgan Chase & Co.
01.2021 - 01.2022
  • Managed customer inquiries in a fast-paced banking environment
  • Handled more than 70 calls daily, leading to efficient problem resolution and customer satisfaction above 95%
  • Offered tailored solutions to complex customer issues, resulting in reduction of complaint recurrence by 80%
  • Implemented procedures for improved customer service quality, boosting the department's performance by 60%.
  • Educated clients on market trends and investment products, empowering them to make informed decisions.
  • Ensured compliance with regulatory requirements by maintaining accurate records of all transactions and communications.
  • Verified basic needs are being met, providing navigation assistance for various benefits and available services.

DEFAULT ESCALATION SPECIALIST

NEWREZ/ SHELLPOINT
08.2020 - 11.2021
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
  • Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.

COLLECTION/ LOSS MITTITGATION RELATIONSHIP MANAGER

JP Morgan Chase
08.2009 - 08.2019
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Consistently exceeded quarterly sales goals by cultivating a strong network of professional contacts and referrals.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Education

Bachelors degree in Education -

Ottowa University
Phoenix, AZ
01.2009

Associaste Degree -

East Los Angeles College
East Los Angeles, CA
01.1999

Skills

  • Customer Service
  • Problem Resolution
  • Multi-tasking
  • Data Entry (35WPM)
  • Microsoft Office
  • Mortgage / MSP software
  • Interpersonal Skills
  • Complex Problem Solving
  • Computer Literacy
  • Empathetic Listener
  • Problem Solver
  • Communicator

Certification

Anthony's School online mortgage courses that enhanced my customer handling abilities and equipped me with advanced problem-solving strategies.

Passions

  • Social Work
  • Personal Development

Personal Information

Title: Customer Service Expert | People Person | Problem Solver

Languages

Spanish
Full Professional

Timeline

Mortgage Credit Assistance

Bank of America
01.2023 - Current

Customer Service Representative

JPMorgan Chase & Co.
01.2022 - 01.2023

Private Client Customer Service

JPMorgan Chase & Co.
01.2021 - 01.2022

DEFAULT ESCALATION SPECIALIST

NEWREZ/ SHELLPOINT
08.2020 - 11.2021

COLLECTION/ LOSS MITTITGATION RELATIONSHIP MANAGER

JP Morgan Chase
08.2009 - 08.2019

Bachelors degree in Education -

Ottowa University

Associaste Degree -

East Los Angeles College
Ivette Flores