Jessica Garza
San Antonio
Summary
Hard working-oriented individual seeking to utilize knowledge, experience, and strong organizational skills to help Organization achieve mission objectives while learning a new skill set and put that into use.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Quality Inspector
Trigo
10.2024 - Current
- Providing Quality services and support to manufacturing or warehouse sites while ensuring a safe work environment
- Check, inspect manufactured parts/products for defects
- Read and follow work instructions and processes
- Use measuring or testing equipment as needed
- Ensure products meet Toyota quality standards
Debit Card Fraud Specialist II
chase
07.2024 - Current
- Company Overview: A financial company that aims to be the most respected financial services firm in the world, serving corporations and individuals
- Provide excellent customer service to customers experiencing fraudulent charges on their accounts, debit cards, and credit cards
- Accountable for safeguarding customers’ financial well-being by minimizing and eliminating potential fraud losses
- Serve as the Organization’s first line of defense for customers experiencing fraudulent activity
- Utilize department policies and procedures, regulatory guidelines, and fraud mitigation systems to assist customers
- Collaborate with peers and other internal departments to find the best solutions for our customers
- Apply problem solving and critical thinking skills to offer customers excellent service
- Assist customers who have experienced suspicious activity on their accounts by filing fraud charges
- Request new debit or credit cards on behalf of the customer
- A financial company that aims to be the most respected financial services firm in the world, serving corporations and individuals
Bank Payments Processing Specialist 1 – Sensitive Profile
USAA
02.2020 - 07.2024
- Process bank payments to reconcile monetary transactions and ensure they are in accordance with established procedures
- Serve as a first line of defense against fraud and risk associated with the organization and effectively identify, measure, monitor and control the risk in accordance with policies and procedures
USAA_HireGenics Contractor
USAA
02.2020 - 06.2021
- Responsible for processing member payments missing information about where payment should be applied
- Research member account information to accurately apply funds to auto insurance accounts and promptly post payment
- Accountable for updating KC’s for our area
- Members would send in monthly auto payments and would not send in a coupon or add the account number
- Responsible for locating the member account and posting the payment
- Taking prompt action prevented disruption in the members auto policy
- Updated business procedures, which directly impacted how team members execute business processes
Online Banking Specialist
Wells Fargo
06.2019 - 01.2020
- Company Overview: A financial institution offering multiple business and consumer products to help customers succeed financially by improving communities, exceeding expectations, and offering superior financial returns
- Answered incoming calls from customers and provided superb customer service
- Assisted with multiple financial transactions which included transferring funds from multiple accounts, finding bank locations, unlocking accounts, get balances, and appointment scheduling
- Actively listen to the needs of the customers and find timely solutions
- Ensured all calls were handled in an effective manner
- Promptly responded to inquiries and requests from customers
- Followed through on critical interdepartmental escalations to increase customer satisfaction and retention
- A financial institution offering multiple business and consumer products to help customers succeed financially by improving communities, exceeding expectations, and offering superior financial returns
Account Resolution Specialist
Wells Fargo
05.2018 - 06.2019
- Answered all inbound and outbound calls to collect monthly mortgage payments
- Answered customers questions about their delinquent mortgage account with the intent to mitigate loss
- Documented all actions performed on a customer account
- Assessed customers’ financial hardships with the intent to provide appropriate resolutions
- If a resolution cannot be obtained, collaborate with other departments that could offer additional assistance
Customer Service Representative
Aetna
03.2017 - 05.2018
- Company Overview: Dedicated to helping people achieve health and financial security by providing easy access to safe, cost-effective, high-quality health care and protecting their finances against health-related risks
- Adhered to all health and HIPPA policies to ensure privacy of all customers
- Listened to customer concerns or questions and responded with appropriate action
- Answer all questions from the provider’s office to ensure our customer is receiving all the treatment needed within the policy
- Provided up-to-date insurance information for deductibles and coinsurance
- Informed customers and providers of services covered under their policy
- Utilized active listening skills to find the best solution to customer inquiries
- Dedicated to helping people achieve health and financial security by providing easy access to safe, cost-effective, high-quality health care and protecting their finances against health-related risks
Lead CSR
Lefeur Transportation
02.2016 - 03.2017
- Answered all inbound calls requesting medical transportation for pickup to/from medical appointments
- Made outbound calls to confirm all requested pickups and to confirm times for the following day
- Documented all called and times for pick up drop offs
- Assisted in escalated calls where client was missed or not picked up
- Contacted a 3rd party if we were unable to pick up a client
- Acted as a liaison between the call center and the dispatch
Store Manager
Shipley Donuts
01.2013 - 03.2016
- Maintained profitable store by utilizing management skills to ensure success of operation
- Ensured team met and exceeded high levels of customer service
- Successfully completed all reports and to ensure store was within proper compliance requirements
- Single point of contact for elevated customer concerns
- Utilized active listening skills to answer customer’s request
Education
Diploma -
Poteet High School
Poteet, TX06.2000
Skills
- Problem Solver
- Organization Skills
- Payment Reconciliation
- Emotional Intelligence
- Adaptability
- Analytical
- Writing
- Critical Thinker
- Attention to Detail
- Time Management
- Flexible
- Team Oriented
- Strong Work Ethic
- Interpersonal
- Communication
- Teamwork
- Creativity
- Collaboration
Timeline
Quality Inspector
Trigo
10.2024 - Current
Debit Card Fraud Specialist II
chase
07.2024 - Current
Bank Payments Processing Specialist 1 – Sensitive Profile
USAA
02.2020 - 07.2024
USAA_HireGenics Contractor
USAA
02.2020 - 06.2021
Online Banking Specialist
Wells Fargo
06.2019 - 01.2020
Account Resolution Specialist
Wells Fargo
05.2018 - 06.2019
Customer Service Representative
Aetna
03.2017 - 05.2018
Lead CSR
Lefeur Transportation
02.2016 - 03.2017
Store Manager
Shipley Donuts
01.2013 - 03.2016
Diploma -
Poteet High School
Similar Profiles
Gloria GomeezGloria Gomeez
Quality Control Technician at TrigoQuality Control Technician at Trigo
James LurryJames Lurry
Sr Site Lead at TrigoSr Site Lead at Trigo
Jashanpreet SinghJashanpreet Singh
Car Inspector at trigoCar Inspector at trigo