Laila Rojas
Grand Prairie
Summary
Customer Service professional with 8+ years of experience resolving complex client issues across financial services, banking, and subscription industries. Recognized for driving process improvements, coaching teams, and delivering consistent top-tier results in fast-paced environments. Bilingual in English and Spanish with proven ability to support diverse client needs.
Overview
7
7
years of professional experience
2016
2016
years of post-secondary education
Work History
Digital Debt Resolution Advisor
Credit Associates
Plano
08.2023 - Current
- - Managed a high-volume of inbound calls, assisting clients with staying on track in their debt resolution program.
- Promoted to Dedicated Debt Resolution Advisor (DDRA) after 9 months due to strong performance and leadership initiative.
- Handled escalated cases, providing tailored solutions and consistently exceeding performance metrics.
- Managed outbound calls, email, and chat with efficiency and empathy.
- Played a key role in process improvement, including writing SOPs and Spanish Welcome Call Script.
- Developed bilingual communication templates (English/Spanish) for client engagement.
- Supported a marketing campaign encouraging debt additions.
- Coached Colombia support team through daily chat QA and feedback.
- Collaborated with IT to streamline systems and enhance client experience. - Consistently exceeded the predefined performance metrics for both email and chat interactions.
- Investigated and resolved escalation calls by providing tailored solutions to each client.
Customer Service Specialist
MUFG Union Bank
01.2021 - 01.2022
- Managed over 30 calls daily for both priority and non-priority customers in a remote work environment.
- Consistently met and often exceeded monthly performance targets.
- Provided technical assistance to clients with mobile banking inquiries, debit card requests, fraud reporting, and new card applications.
- Exhibited exceptional communication and problem-solving skills in promptly and effectively resolving customer escalations.
Retention Specialist II
Sirius XM
01.2019 - 01.2021
- Educated customers on the benefits of company services, leading to increased customer retention rates.
- Successfully upsold services to new customers, contributing to business growth.
- Promoted to a coaching role after one year, where I provided daily feedback and coaching to new hires on call quality and performance metrics.
- Collaborated closely with supervisors to analyze daily reports, identify areas for improvement, and enhance agent resources for optimal performance.
Education
South Grand Prairie High School
Grand Prairie, TXSkills
- Conflict Resolution
- Salesforce
- Bilingual
- Escalation handling
- Digital communication platforms
- Typing speed
Languages
- Spanish, Fluent/Full professional proficiency
- English, Fluent/Full Professional proficiency
Personal Information
Date of Birth: 01/19/97
Timeline
Digital Debt Resolution Advisor
Credit Associates
08.2023 - Current
Customer Service Specialist
MUFG Union Bank
01.2021 - 01.2022
Retention Specialist II
Sirius XM
01.2019 - 01.2021
South Grand Prairie High School