Jose Romero
Wells Fargo & Company
Riverside,California
2
Languages
28
years of professional experience
Customer service leader with expertise in complaint resolution, escalation management, and quality assurance. Known for calm, accurate support, strong payment processing, and staff training that improves customer satisfaction.
Work History
Senior Customer Service Representative
9 Years 10 Months- Resolved complex customer inquiries, delivering accurate account guidance and timely issue resolution.
- Advised clients on banking products, policies, and transaction procedures with clear, compliant communication.
- Investigated account discrepancies, coordinated follow-up actions, and ensured complete case documentation.
- Processed service requests, account updates, and payment transactions while maintaining strict quality standards.
- Escalated sensitive concerns appropriately, protecting customer relationships and supporting service continuity.
- Mentored newer representatives on call handling, system navigation, and customer service procedures.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Store Manager
3 Years 6 Months- Directed daily store operations, ensuring sales floor, donation processing, and backroom activities stayed organized.
- Monitored inventory accuracy, replenishment, and donation flow to support store readiness.
- Supervised and coached associates on customer service, merchandising, and safety procedures.
- Implemented scheduling and task assignments to maintain coverage and workflow consistency.
Store Manager
9 Years 10 Months- Analyzed sales trends and staffing needs to improve productivity and store performance.
- Coordinated compliance with cash handling, loss prevention, and workplace safety requirements.
- Trained new team members on register procedures, processing methods, and operational expectations.
- Resolved customer concerns promptly while reinforcing service standards and store policies.
Education
Integrated Maintenance Management Systems - Logistics And Supply Chain Management
Skills
De-escalation techniques
Issue resolution
Problem resolution
Escalation management
Payment processing
Quality assurance
Quality monitoring
Call center experience
Staff training
Team leadership
De-escalation techniques
Calm under pressure
Issue and complaint resolution
Issue and complaint resolution
Accomplishments
- Supervised team of 18-250 staff members.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Customer Service Representative
Wells Fargo & Company
09.2016 - 07.2026Read More
Store Manager
Goodwill Of Southern California
08.2011 - 02.2015Read More
Store Manager
Gap Inc
10.1998 - 08.2008Read More
Norfolk School of Logistics
Integrated Maintenance Management Systems from Logistics And Supply Chain Management
Read More