Liana Saenz

• Randstad Staffing Agency (Third party contractor for Wells Fargo) February 2021-April 2022 . Hired directly to Wells Fargo April 2022 - September 2024 .
• Advised customers about estimated delivery date and described service contracts and warranties
• Documented compliance with company policies and procedures and wrote sales reports daily
• Performed administrative support functions such as processing payments and reconciling accounts
• Updated accounts with customers' current personal and purchasing information
• Responded to questions and followed up on customer interactions
• Reviewed activities regularly to identify opportunities for improvement
• Analyzed account transactions thoroughly to trace activity and determine action to be taken
• Worked effectively in call center environment to handle high inbound and outbound call volumes.

• Set up payment plans to help customers bring accounts current
• Reviewed accounts regularly to prioritize collection efforts based on factors such as dates and balance amounts
• Prepared and mailed letters to collect on outstanding customer balances
• Conducted skip tracing to locate individuals responsible for outstanding balances
• Notified customers of payment obligations via telephone calls, professional mailings and personal visits
• Used persuasive communication skills to get payments from customers and bring credit accounts, claims balances and loans current
• Established repayment schedules that worked with the customer's financial situation
• Collected payments, updated accounts and notified customers of additional responsibilities.

• Resolved 1,000 technical support inquiries per day
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Helped streamline repair processes and update procedures for support action consistency
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

• Answered an average of 100 calls per day by addressing customer inquiries, solving problems and providing new product information
• Provided timely effective replacements of damaged or missing products
• Set up and explained new membership accounts, asked open-ended questions to assess customer needs
• Learned, referenced and applied product knowledge information to be handled and point of the call
• Assisted members with credit card applications and information
• Answered phone and assisted members with changes made to accounts
• Resolved payment and order disputes
• Confirmed payments, refunds, etc.

● Resale DirecTV to current customers

• Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
• Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
• Increased customer satisfaction by addressing and resolving complex issues effectively.
• Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
• Contributed to sales growth by upselling products and services based on individual customer requirements.

• Trained new employees in specific job requirements with current knowledge of all facets of operations
• Collaborated on hiring and termination decisions with management also sales and profit margin plans, maintained margins and determined turnover objectives.