Lisa Trujillo
San Antonio,TX
Summary
Dynamic Account Resolution Associate Manager at Wells Fargo with proven expertise in effective team leadership and customer engagement. Skilled in call center operations, I excel in mentoring teams to enhance performance and resolve complex issues. Bilingual in Spanish, I foster collaboration and drive continuous improvement, ensuring exceptional customer experiences.
Overview
12
12
years of professional experience
Work History
Account Resolution Associate Manager
Wells Fargo
San Antonio, TX
05.2020 - Current
- Led cross-functional that handled inbound and outbound calls for bankruptcy/foreclosure, account resolution and specialty customers.
- Provided support to team members on escalated calls and ensured that resolutions were competed in a timely manner
- Supervised day to day operations to meet performance, quality and service expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Mentored and supported 15-20 team members within bankruptcy/foreclosure department to help foster career progression and team collaboration
- Handled onboarding process for all newly hired employees within bankruptcy/foreclosure call center
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Maintained positive customer experience by resolving customer concerns in a timely and effective manner
- Conducted regular performance evaluations for team members, providing constructive feedback and identifying areas for growth
Account Resolution Team Lead
Wells Fargo
San Antonio, TX
07.2013 - 05.2020
- Support Bankruptcy/Foreclosure team members on a daily basis with regards to questions or concerns on how to handle and resolve customer issues in order to provide one call resolution and a positive customer experience
- Collaborate with the leadership team to provide feedback and coaching to team members for any audit findings, or opportunities to improve customer experience and quality
- Trained team members at multiple sites to be able to provide support our bankruptcy team and assist with processing payment requests and and general questions during high volume days
- Review and analyze department audits on a daily basis and provide results of reviews via email to to leadership. Provide coaching to team members for any findings or opportunities as a result of the audit review
- Support work at home team members to resolve any systemic issues in a timely manner to minimize impact to production
- Mentored team members, fostering skill development and promoting a culture of continuous learning
Education
Some College (No Degree) - Accounting
The University of Texas At San Antonio
San Antonio, TXSkills
- Effective team leadership
- Team building
- Skilled in Spanish language comprehension and expression
- Strong verbal and written communication
- Customer engagement
- Knowledgeable in call center operations
- Experienced in managing and completing issue resolution
- Strong coaching and mentoring abilities
- Fostering teamwork and collaboration
- Effective multitasking abilities
Timeline
Account Resolution Associate Manager
Wells Fargo
05.2020 - Current
Account Resolution Team Lead
Wells Fargo
07.2013 - 05.2020
Some College (No Degree) - Accounting
The University of Texas At San Antonio