Karla Ruiz
Phoenix,AZ
Summary
Enthusiastic Senior Customer Service Representative with more than 5 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with customers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
4
4
years of professional experience
Work History
Bilingual Customer Service Representative
Wellsfargo Credit Card
Phoenix, AZ
05.2024 - Current
- Application intake - accurately and efficiently collecting information from applicants such as their full name, Social Security number, birth date, address, annual income and current employment status.
- Routing applications to applicable departments depending on scenario.
- Provide applicants with status of their application by reviewing applications to ensure all documentation requested has been received and provide Information on what is needed to clear stipulations.
- Providing support to internal and external customers in account management, operations, documentation and technical support.
- Handle customer interactions and communicate with other departments to resolve and escalate issues and provide best in class customer experience.
- Utilize systems such as CUSP, CCI, FDR, XPM and OMNI
Bilingual Customer Service Representative
Wellsfargo Home Equity
Phoenix, AZ
05.2021 - 04.2024
- NMLS certified.
- Expertise in navigating within technical platforms ECMP, Sales force, CIV, HOGAN, SHAW, FDR, IRW, and CCN.
- Subject matter expert in new hire classes and upskill training.
- Migrate risk by testing new systems identifying new areas of opportunities to improve in efforts to smooth transition prior to launch.
- Modified rates and terms on new advances over $10,000.00 per customer request.
- Followed up with customers to ensure modification documents were sent back by deadline.
- Assisted team members with escalation calls by investigating and resolving customer inquiries.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Bilingual Customer Service Representative
Wellsfargo Home Mortgage
Phoenix, AZ
09.2020 - 05.2021
- Navigated multiple systems windows, applications and utilized procedures to find and provide accurate Information
- Navigated Wellsfargo Home Lending servicing systems such as: CIV, ECMP, GEM, Home Lending Portal and ICMP.
- Helped large volume of customers with providing account information, processing or scheduling payments, proving information on escrow
- Resolved customer complaints by determining cause of problem, proving best solution and expediting correction or adjustment
Education
Deming High School
Deming, NMLanguages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service Representative
Wellsfargo Credit Card
05.2024 - Current
Bilingual Customer Service Representative
Wellsfargo Home Equity
05.2021 - 04.2024
Bilingual Customer Service Representative
Wellsfargo Home Mortgage
09.2020 - 05.2021
Deming High School