Katherine Baches
San Antonio,TX
Summary
Customer-focused Telephone Operator with over 12 years of experience accurately routing internal and external calls quickly to ensure connections skilled in responding to customer inquiries in a clear, concise, and friendly manner. I am seeking to obtain a challenging, rewarding and career-focused position within the company. I am responsible, dependable very time managing, and reliable. Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. I enjoy creating memorable customer experiences with a positive attitude. I take initiative in my work, can adjust quickly to any changes, I am diligent about following processes and protocol, and take responsibility for results. With having over 12 years of experience in fast paced/ call center environment, I have gathered a lot of experience with using Microsoft word, excel, power point etc.
Overview
13
13
years of professional experience
Work History
Administrative Assistant
The Discount Auto Sale
San Antonio, TX
01.2022 - Current
- Manage daily administrative operations for a busy car dealership, ensuring efficient workflow and organization
- Answer inbound calls, respond to customer inquiries, and provide professional front-office support
- Process and organize vehicle sales documentation, including titles, contracts, and registration paperwork
- Maintain accurate records of inventory, customer information, and transactions
- Schedule appointments and coordinate communication between customers and sales staff
- Perform data entry and maintain internal databases with a high level of accuracy
- Assist with bookkeeping tasks, including tracking payments, invoices, and receipts
- Deliver strong customer service, contributing to a positive buying experience and repeat business
Member Solutions Specialist
USAA
San Antonio, TX
01.2018 - Current
- Assist members nationwide with auto, property, and umbrella insurance policies
- Issue new policies and service existing accounts, including updates, billing inquiries, and coverage adjustments
- Handle high-volume inbound calls while maintaining accuracy and professionalism
- Support members through complex insurance questions and provide tailored solutions
- Collaborate with third parties and internal teams to resolve issues efficiently
- Developed comprehensive insurance solutions tailored to individual client needs.
- Educated clients on policy options, ensuring informed decision-making and satisfaction.
Dispute Specialist
Citibank
San Antonio, TX
08.2016 - 12.2017
- In my role as a dispute specialist, while on the phones, I would receive inbound phone calls and assist with disputing unauthorized debit card or ACH transactions. I would assist with filing the initial claim, following up with claims, and making outbound phone calls to third party merchants to find the quickest resolution for our customers. I was also selected for a back-office project where we would assist our back-office team in researching the dispute, verifying claims statuses, and processing refunds or applicable credits.
- Handled inbound calls to assist customers with unauthorized transactions and dispute claims
- Initiated, tracked, and resolved claims while ensuring compliance with banking regulations
- Conducted outbound calls to merchants to expedite resolutions
- Selected for back-office support to research claims, verify statuses, and process refunds
- Coordinated team events, meetings, and maintained reports and spreadsheets for management
- Reviewed and analyzed transaction data to identify discrepancies and ensure compliance with regulatory standards.
Phone Disputes Specialist
Wells Fargo
San Antonio, TX
09.2013 - 12.2015
- Served as first point of contact for customer banking inquiries
- Assisted with account management, transactions, and fund transfers
- Identified discrepancies and guided customers through dispute and resolution processes
- Processed stop payments and ensured account security
- Resolved complex customer disputes through thorough investigation and analysis of account data.
- Collaborated with cross-functional teams to enhance dispute resolution processes and improve customer satisfaction.
Education
High School Diploma -
Southwest High School
San Antonio, TX01-2011
Skills
- Proficient in Microsoft word, excel, PowerPoint
- Flexible
- Decision-making ability
- Organized
- Strong work ethic
- Detail-oriented
- Bilingual - Spanish & English
- Excellent communication skills
- Strong sense of banking ethics
- Customer service
- Data entry
- Office administration
- Computer skills
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Administrative Assistant
The Discount Auto Sale
01.2022 - Current
Member Solutions Specialist
USAA
01.2018 - Current
Dispute Specialist
Citibank
08.2016 - 12.2017
Phone Disputes Specialist
Wells Fargo
09.2013 - 12.2015
High School Diploma -
Southwest High School