LORENA WOODS
Spring,TX
Summary
With 15 years of experience in banking and customer service roles, a detail-oriented customer service representative excels in managing accounts and providing exceptional customer support. Expertise lies in ensuring compliance with banking procedures and working effectively in a hybrid capacity environment. Proven ability to train junior staff and possess strong skills in banking software, financial product knowledge, and skip tracing.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Capital One
12.2024 - Current
- Exceeded customer satisfaction standards by maintaining an upbeat attitude. Handled all customer complaints with a good attitude and understanding.
Banking Customer Service Representative
HOMEBANK
08.2020 - 08.2024
- Worked in a hybrid capacity environment, balancing lead teller responsibilities with customer service duties, ensuring effective operations and exceptional client support
- Assisted customers with account inquiries, including balances, statements, and account history, providing clear and accurate information
- Facilitated account maintenance, such as updating personal information, handling account closures, and processing new account openings
- Educated customers on digital banking tools and services, including online and mobile banking platforms, to enhance their banking experience
- Processed and maintained banking documents, including loan applications, account forms, and transaction records, ensuring accuracy and confidentiality
- Supervised and trained junior tellers, providing guidance on banking procedures, customer service skills, and compliance requirements
- Monitored for and reported suspicious activities or discrepancies in transactions, collaborating with management to investigate and resolve potential fraud cases
Account Manager/Collection Specialist
AFFORDABLE HOME
04.2012 - 08.2020
- Acted as the primary point of contact for assigned accounts, providing personalized service and addressing client needs to maintain strong, long-term relationships
- Monitored and managed overdue accounts, initiating collection efforts through phone calls, emails, and written correspondence to recover outstanding balances
- Engaged with clients to negotiate feasible payment arrangements and settlements, considering their financial situations while aiming to recover the maximum amount owed to the company
- Generated and reviewed reports on payment status, outstanding balances, and collection progress to track performance and identify trends
- Performed skip tracing activities to locate debtors and verify contact information
- Monitored responses to collection attempts and updated account records with the outcomes of communications, including client commitments, payment promises, and any relevant notes
- Worked to maintain positive relationships with clients throughout the collection process, aiming to resolve accounts amicably while preserving future business opportunities
- Worked independently on various projects, successfully managing deadlines and delivering high-quality outcomes
- FURNISHING
Shift Manager
Janise's Supermarket
08.2008 - 02.2011
- Supervised a team of 8+ employees, scheduling shifts, training new hires, and conducting performance evaluations
- Managed store operations during shifts, ensuring compliance with company policies and procedures
- Enhanced customer satisfaction by addressing complaints, resolving issues promptly, and maintaining high standards of service
- Excelled at managing time effectively while working under pressure in a fast-paced environment
- Implemented inventory control measures, reducing stock discrepancies and minimizing waste
- Coordinated with vendors for timely delivery of products and managed merchandise displays to maximize sales
- Analyzed sales data and adjusted staffing levels to meet customer demand and optimize labor costs
Education
High School Diploma - undefined
Beau Chene High School
Arnaudville, LA05.2006
Skills
- Professionalism and Ethics Resolution
- Financial product knowledge Issue and Complaint
- Labor Cost Analysis
- Banking
- Management
- Banking Software Familiarity Skip tracing
- Data Entry Delinquent account
- Account Management
- Tech Savvy management
- Supervising Experience
- Billing Procedures
- Outbound/Inbound Calling
- Active listening
- Critical thinking
Timeline
Customer Service Representative
Capital One
12.2024 - Current
Banking Customer Service Representative
HOMEBANK
08.2020 - 08.2024
Account Manager/Collection Specialist
AFFORDABLE HOME
04.2012 - 08.2020
Shift Manager
Janise's Supermarket
08.2008 - 02.2011
High School Diploma - undefined
Beau Chene High School
Similar Profiles
Aya Ahmed GasmalseedAya Ahmed Gasmalseed
Project Manager at Capital OneProject Manager at Capital One
La'Dale ThomasLa'Dale Thomas
Banker at Capital OneBanker at Capital One
VENKATESH KATTAVENKATESH KATTA
Front End Developer at Capital OneFront End Developer at Capital One