Manuel Luna
San Antonio,TX
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
5
5
years of professional experience
Work History
Deposit Services Representative
USAA Federal Savings Bank
San Antonio, TX
11.2023 - Current
- Collaborated with team members to resolve complex customer inquiries and issues promptly.
- Enhanced customer satisfaction by providing efficient and accurate processing of deposit transactions.
- Improved overall efficiency by identifying areas for process improvement within the Deposit Services department.
- Assisted in training new employees on bank systems and protocols, ensuring consistency in service delivery.
- Provided exceptional customer service, fostering long-lasting relationships and repeat business from clients.
- Managed high volumes of transactions daily while maintaining speed and accuracy under pressure.
- Offered personalized solutions to customers'' financial needs based on their individual circumstances and goals.
Debit Card Fraud Specialist
Chase Bank
San Antonio, TX
07.2021 - 06.2023
- Implemented enhanced authentication measures for online transactions reducing instances of unauthorized purchases made using stolen card details.
- Streamlined the process for handling disputed transactions, resulting in faster resolutions and improved customer experience.
- Supported cross-functional teams with expert knowledge on debit card fraud prevention and detection methods.
- Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
- Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.
- Reduced debit card fraud incidents by implementing effective monitoring strategies and identifying suspicious activities.
Collections Agent
Conns Home Plus
San Antonio, TX
06.2019 - 06.2021
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Education
Bachelor Of Cyber Security - Cyber Security
Purdue University
West Lafayette, INJefferson County High School
Dandridge, TN10.2014
Skills
- Empathy and patience
- Client Relationship Building
- Customer service expertise
- Exceptional communication
- Adherence to Policies
- Conflict resolution techniques
- Customer Needs Assessment
- Banking Regulations Understanding
- Deposit processing efficiency
- Data entry proficiency
- Accuracy and Precision
- Fraud detection techniques
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Honest and Dependable
- Reliable and Responsible
- Problem-solving abilities
- Attention to Detail
- Multitasking
- Multitasking Abilities
- Excellent Communication
- Customer service excellence
- Organizational Skills
- Team Leadership
- Active Listening
- Customer Service-Oriented
- Compliance, banking laws, and regulations
- Relationship Building
Timeline
Deposit Services Representative
USAA Federal Savings Bank
11.2023 - Current
Debit Card Fraud Specialist
Chase Bank
07.2021 - 06.2023
Collections Agent
Conns Home Plus
06.2019 - 06.2021
Bachelor Of Cyber Security - Cyber Security
Purdue University
Jefferson County High School