Jhovana Martinez
Adelanto,CA
Summary
Customer service specialist with proven success resolving disputes and de-escalating conflict. Strong track record managing inquiries and accurately completing billing adjustments.
Overview
9
9
years of professional experience
Work History
Mortgage Customer Service Representative
Wells Fargo
San Bernardino, California
09.2020 - 11.2024
- Managed high-volume inbound calls, addressing customer inquiries efficiently.
- Provided accurate product information to resolve mortgage inquiries and enhance client understanding.
- Partnered with internal teams to resolve customer issues, improving overall service quality.
- Completed timely follow-ups with clients to address concerns and boost satisfaction levels.
- Identified cross-selling opportunities aligned with customer needs.
- Processed incoming payments from borrowers per established procedures.
- Adjusted bills and issued refunds to rectify service or billing complaints.
- Maintained precise records of customer interactions in CRM system.
Collections Agent
J&E Services
Riverside, CA
06.2019 - 03.2020
- Managed inbound and outbound calls to secure outstanding payments effectively.
- Negotiated payment plans to secure timely payments from customers.
- Resolved complex collections issues to facilitate successful payment recovery.
- Communicated payment options to improve customer understanding of payment processes.
- Adhered to fair debt practices and regulatory guidelines throughout collections management.
- Updated customer account information in collections database to ensure accuracy.
- Maintained accurate records of all customer contact attempts and account updates in the database system.
- Utilized skip tracing techniques including phone calls, internet searches and databases.
Amazon Associate
Amazon
San Bernardino, California
07.2015 - 11.2018
- Performed quality checks on outgoing products, ensuring compliance with quality standards.
- Utilized scanners for tracking parcel information and condition upon receipt.
- Applied barcodes to cargo for efficient tracking and location during transportation.
- Operated warehouse equipment, enhancing movement of goods and materials.
- Assisted in packaging products for shipment while maintaining safety standards.
- Worked with team members to maintain cleanliness and organization in workspace.
Education
High School Diploma -
Citrus High School
Fontana, CA05-2014
Skills
- Payment processing
- Customer issue resolution
- CRM management
- Quality control
- Customer service excellence
- Problem-solving teamwork
- Effective communication
Timeline
Mortgage Customer Service Representative
Wells Fargo
09.2020 - 11.2024
Collections Agent
J&E Services
06.2019 - 03.2020
Amazon Associate
Amazon
07.2015 - 11.2018
High School Diploma -
Citrus High School