Luis F. Villalon
San Antonio,Texas
Summary
Focused customer relations professional skilled in providing excellent customer experience. Accomplished in providing unsurpassed support to demanding customers. Offering several years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
14
14
years of professional experience
Work History
Line of Business Complaint Specialist
Wells Fargo
San Antonio, TX
11.2023 - Current
- Analyzed customer feedback to implement improvements in service delivery and client satisfaction.
- Led initiatives to enhance operational efficiency.
- Ensured compliance with regulatory requirements through meticulous review of documentation and procedures.
- Developed and implemented process improvements to enhance operational efficiency.
- Coordinated cross-functional teams to streamline project workflows and communication.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Analyzed data trends to identify opportunities for risk management and mitigation strategies.
- Trained and mentored junior staff on compliance protocols and best practices.
Research & Remediation Representative
Wells Fargo
San Antonio, TX
07.2019 - 11.2023
- Responding independently to inquiries and complaints from customers (including customers, merchants, clients, and bankers), regarding financial products, services or legal matters.
- Gathering information from customers to determine the appropriate course of action which could include conducting investigative steps to fully identify the issues, processing complex transactions (including monetary and non-monetary actions), researching product information, terms, conditions, contracts, etc.
- Resolving complex problems and inquiries.
- Taking inbound calls from customers to resolve their complaints and document their compliments Creating cases to track customer feedback in the case management system, called portal.
- Requires extensive knowledge of online products, services and procedures.
Phone Banker
Wells Fargo
San Antonio, Texas
10.2017 - 07.2019
- Provide first call resolution, while following strict procedures that meet compliance guidelines, Identify and offer customers the products and services they need and want to succeed financially.
- Connected callers with appropriate professional, department or business.
- Supported customers by managing numerous calls per day efficiently while maintaining professionalism and upbeat tone.
- Deliver exceptional service to our customer by going out of the way to please them.
- Met several metrics daily such as, AHT (average handle time), escalation rate among others.
Overnight Food Stocker (seasonal)
HEB
San Antonio, Texas
11.2017 - 12.2017
- Overnight stocking of food, provided great customer service to customers when needed.
- Ensured correct procedures for stocking were followed such as First in first out.
- Followed a very strict time line nightly to ensure the store was ready for opening in the early hours.
Shipping and Receiving
Twang Praters LTD
San Antonio, TX
05.2013 - 08.2015
- Prepared inventory for expedient shipment and processed shipment and delivery of merchandise.
- Ensured inventory, equipment, merchandise, and orders were properly accounted.
- Maintained merchandise, inventory and warehouse facility according to company standards.
- Management of paperwork and data entry to computer while take calls from customers and helping them with inquiries about their products.
- Trained and coached newly hired team members in completing orders and processing them in the system.
- Provided support for other departments like production and Food Chemists such as bringing product to either initiate production or start testing on it.
- Stepped in with supervisory duties when needed while company was in between supervisors and fulfilled orders, processed them, set out a daily and weekly plan to meet the shipped out order requirements while also meeting with the sale department to be made aware which companies need to be taken care of first.
Cashier
Sea World Parks
San Antonio, TX
07.2012 - 05.2013
- Utilized interpersonal skills to consult and cross-promote products with customers.
- Processed orders for customer in a high-paced, high energy environment.
- Restocked inventory of products, maintained merchandise according to company standards.
- Created schedules for coworkers and often created files on computer to entry data from our paperwork.
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Checked prices for customers and processed items sold by scanning barcodes.
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Reviewed and resolved differences between accounting information and cash drawer with supervisor. (nightly)
- Trained as Cook and provided back-up coverage to provide customers with optimal support.
- Assisted customers with special services, account updates and promotional options.
- Assisted customers by answering questions and fulfilling requests.
Taco Cabana
03.2012 - 08.2012
- Processed orders for customers in a high-paced, high energy environment.
- Maintained merchandise and inventory of products to facilitate customer's needs.
- Daily interaction with Guest.
- Assisted on Special Events.
Education
Associate of Science - Nursing
Concorde College
San Antonio, TXHigh School Diploma -
John Jay High School
San Antonio, Texas06.2012
Skills
- Proficient in Microsoft Word, Power Point, and Excel
- Experienced and versatile in data-entry Superb communication and interpersonal skills
- Project Management
- Excellent communication skills Verbal and online
- Time Management and self management
- Spanish as second language
- Problem solving
- Inventory and supply management
Timeline
Line of Business Complaint Specialist
Wells Fargo
11.2023 - Current
Research & Remediation Representative
Wells Fargo
07.2019 - 11.2023
Overnight Food Stocker (seasonal)
HEB
11.2017 - 12.2017
Phone Banker
Wells Fargo
10.2017 - 07.2019
Shipping and Receiving
Twang Praters LTD
05.2013 - 08.2015
Cashier
Sea World Parks
07.2012 - 05.2013
Taco Cabana
03.2012 - 08.2012
Associate of Science - Nursing
Concorde College
High School Diploma -
John Jay High School