Karla Vazquez Alcantara
Watauga,TX
Summary
Dynamic Senior Account Analyst with Ford Motor Credit Company, recognized for enhancing customer satisfaction through exceptional service and effective problem-solving. Leveraged strong communication and teamwork skills to reduce complaints significantly while training new hires. Proficient in GAAP standards, ensuring accurate billing and compliance, contributing to operational excellence.
Recognized for adaptability and proactive approach in delivering effective solutions with personality and professionalism.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Account Analyst
Ford Motor Credit Company
10.2017 - Current
- Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 100% increase in customer satisfaction
- Managed a high volume of incoming calls including but not limited to: escalated calls, translation calls and emails, consistently meeting or exceeding the department's average response time of 7 minutes.
- Built strong relationships with customers through active listening and empathy, resulting in an 80% decrease in customer complaints
- Provided product knowledge training to new hires as part of the onboarding process to ensure consistent service quality across the team
- Collaborated with cross-functional teams including sales, marketing, dealerships, business centers, motor company, state development, police departments and impound operations to address complex customer inquiries or issues.
- Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns
- Resolved billing discrepancies by updating customer balance, addresses or sending them the appropriate documents they needed immediately. Resulting in a 75% reduction in accounts receivable errors
- Utilized CRM software to document customer interactions and maintain accurate records for future reference while branding with pride for the company.
Lead Customer Service Representative
AIG Insurance
11.2016 - 10.2017
- Managed a team of 10 customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
Education
Some College - Nursing
Tarrant County College
Fort Worth, TX05.2010
High School Diploma -
Central High School
Fort Worth, TX06-2009
Skills
- Client Support
- Professionalism
- Adaptability and flexibility
- Intrinsic Motivation
- Problem-solving aptitude
- Teamwork and collaboration
- Time management
- Multitasking
- Excellent communication
- Forecasting accuracy
- Proficient in GAAP Standards
- Cash flow management
- Data Insight Extraction
- IFRS Compliance Knowledge
- Exceptional Listener
- Bilingual
Certification
- CPR/AED Certification
- Pii protection Credit disclosing Ford Credit Training and Development February 2025
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Interests
- Team Sports, Soccer mom of two, 12 and 10
- Enjoy hobbies that combine physical activity with outdoor exploration
- Learning new cooking techniques and expanding my culinary skills
- Interior Design
- DIY and Home Improvement
Timeline
Senior Account Analyst
Ford Motor Credit Company
10.2017 - Current
Lead Customer Service Representative
AIG Insurance
11.2016 - 10.2017
Some College - Nursing
Tarrant County College
High School Diploma -
Central High School
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