Hi, I’m
Juana Rosales
Fort Worth,TX
Summary
Enthusiastic and motivated individual passionate about customer service. Team player works well both independently and within team settings to achieve goals. Skilled communicator and problem solver committed to creating positive customer experiences. Experienced loan specialist / customer service with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
7
years of professional experience
Work History
UACC
LOAN SPECILIST
04.2020 - Current
Job overview
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Worked with customer to create debt repayment plan based on current financial condition.
Populus Group
Store Manager
10.2020 - 04.2021
Job overview
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
PLS Check Cashing
Assistant Store Manager
12.2016 - 10.2020
Job overview
- Monitored employee performance and provided coaching and constructive guidance to address areas of concern.
- Interviewed, hired and trained new employees for SHIFT SUPERVISOR/ CSR position.
- Monitored workshop work flow for 10 employees.
- Provided coaching and counseling to 10 employees to encourage professional growth as well as meet short- and long-term goals.
- Worked with management team to implement proper division of responsibilities.
- Checked accounts for fraud and provided law enforcement with relevant details.
- Balanced teller drawers and ATM cash.
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
- Built performance-oriented culture with satisfied, hardworking employees by clearly highlighting employee success and developing leaders from within.
Education
Everman Joe C. Bean High SchoolEverman, TX
High School Diploma
2017
Skills
- Station Preparation
- Staff Management
- Employee Motivation
- Fraud Prevention and Detection
- Financial Services
- Account Management
- Customer Correspondence
- Corporate Policies and Procedures
- High-Volume Environments
- Directing Calls
- Good Judgment
- Good Listening Skills
- Call Volume and Quality Metrics
- Fraud Detection
- Customer Inquiries
- Goals and Performance
Accomplishments
- Supervised team of 10 staff members.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Trained and mentored more then 10+ employees.
- Completed manager training program.
Affiliations
As a student of Everman J.C Bean high school , I was in program that associated with Frost Bank that would visit us and talk about accounting , debt , how to save on a budget. We ended up doing a project that showed us how to budget our money on an outfit for an interview , and we had owners, C.E.O.s , important people who worked for the company to give us some advice on what life might give us. My current occupation at pls check cashers I've always reached my goal for selling the most cards every month. I was always the top 3 on card sale, my customer service is very outstanding , I've got compliments on how i work and present myself , last but not least i always set a good positive attitude.
Languages
Spanish
Elementary
Timeline
Store Manager
Populus Group
10.2020 - 04.2021
LOAN SPECILIST
UACC
04.2020 - Current
Assistant Store Manager
PLS Check Cashing
12.2016 - 10.2020
Everman Joe C. Bean High School
High School Diploma
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