Laura Rodriguez
San Antonio,TX
Summary
Worked in banking and various customer service roles throughout my professional career. Expeditiously obtained licenses and certifications in nursing and insurance. Advance my career and self promoted which resulted in numerous promotions.
Overview
37
37
years of professional experience
Work History
Senior Customer Resolution Representative
Wells Fargo
09.2021 - Current
- Build rapport with internal and external customers while communicating with compassion and empathy to guide call and resolve the customers inquiry
- Maintain applicable compliance conformity as it relates to data integrity, case notes and risk management
- Work cohesively with branch bankers guiding them through maintenance transactions, reviewing court documents, small estate, and death certificates for deceased processing
- Partner with family members or representatives for deceased customers to handle financial affairs, and to guide them to local branch to resolve their needs
- Work with upper management for case reviews, disbursing funds, closing accounts and review of business updates
Insurance Sales and Service
USAA
05.2019 - 07.2020
- Issued and adjusted home, auto, and personal property insurance policies by engaging members in open conversation to target their financial goals
- Proactively found solutions and savings for members while ensuring their families and belongings were protected
- Navigated various software programs and completed applications and servicing transactions and adjustments with accuracy
- Deepened and retained relationships with existing members on a consistent basis
LVN
NIX Healthcare
05.2015 - 01.2019
- Assisted with laboratory collections and medical treatments
- Administered oral and Intermuscular medications
- Assisted charge nurse with patient assessments
- Facilitated a therapeutic environment and intervened in crisis situations as needed with the utmost compassion and empathy
- Encouraged positive behavior and fostered a healing environment to promote self-care among clients
Senior Banking Call Center Specialist
USAA
09.2002 - 12.2012
- Assisted management with coaching and training of team members on effective strategies to enhance client experiences
- Provided solutions for client's immediate and long-term financial goals
- Encouraged team members to be proactive in sharing knowledge with colleagues to enhance employee development
- Nurtured a proud team environment to mirror company culture
- Diffused escalated client calls and worked toward solutions
- Analysed call center data on a daily basis to ensure that staffing was in line with forecasted call volumes
- Envisioned process improvements and submitted recommendations to promote excellent call quality and continued client loyalty
- Supported and assisted team members with identifying positive and negative trends that could impact company goals and operations
Senior Bank Teller
Bank of America
08.1987 - 09.1995
- Delivered exceptional customer service during high-volume periods, effectively managing wait times and workloads.
- Maintained and balanced cash drawer with meticulous attention to detail, ensuring accuracy. transactions.
- Achieved consistent high audit scores by adhering to strict compliance policies and procedures.
- Contributed to the achievement of branch goals by actively participating in cross-selling initiatives and referral programs.
- Performed vault managing and end-of-day reconciliation tasks accurately, contributing to smooth daily closeout procedures within the branch.
Education
Business Administration - Business Administration
UIW
San Antonio, TX10.2024
LVN Certificate Program - Nursing
Career Point College
San Antonio, TX09.2014
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Multitasking
- Teamwork and Collaboration
- Attention to Detail
- Organizational Skills
- Problem-Solving
- Time Management
- Analytical Thinking
- Written Communication
Goal
My goal is to be part of an organization that will offer challenge and growth along with the opportunity to further develop my present knowledge and skills.
Timeline
Senior Customer Resolution Representative
Wells Fargo
09.2021 - Current
Insurance Sales and Service
USAA
05.2019 - 07.2020
LVN
NIX Healthcare
05.2015 - 01.2019
Senior Banking Call Center Specialist
USAA
09.2002 - 12.2012
Senior Bank Teller
Bank of America
08.1987 - 09.1995
Business Administration - Business Administration
UIW
LVN Certificate Program - Nursing
Career Point College
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