Margaret A. Calles
Phoenix,AZ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Cenlar FSB
Tempe, AZ
11.2019 - 07.2022
- Analytical ability to apply data and information resolution of customer's concerns. Ability to multitask in fast pace, highly demanding environment.
- Answered constant flow of customer calls with minimal wait time.
- Assisted borrowers with their Escrow Accounts to maintain and update borrower's taxes and insurance as needed. Reviewed escrow account with borrower to advise why there was and escrow shortage, and how to avoid in future.
- Processed mortgage payments educated customers about billing, payment processing time frames to avoid being late.
- Pulled borrower's closing documents, and statements when needed to be sent to research department or directly to borrower's for their records.
- Assisted insurance brokers, and Mortgage brokers with updating crucial documents.
- Given access to website system to help borrower establish online account
- Also to generate temporary password to be emailed to borrower to reset password to re-establish there online account, also advised borrower of their username.
Customer Service Specialist
Preffered Home Care
Phoenix, AZ
04.2018 - 08.2019
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Described product highlights and benefits to help guide purchasing decisions.
- Handled over 90 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Scheduler
Phoenician Medical Center
Chandler, AZ
01.2015 - 09.2018
- Prepared new patient charts neatly and accurately. Prepped, scanned, released, processed and maintained patient's medical records, labs, orders, and sent medical records request to outside specialty physicians.
- Answered phone calls and answered questions from potential customers.
- Handled complaints and questions, and re-directed calls to other team members.
- Established and maintained client rapport by utilizing quality customer service.
- Acted as first point of contact and set appointments for prospective clients.
- Contact Pharmacy directly to verify prescription was updated and ready for patient.
- Collected Patient's Demographics data, scheduled and confirmed appoints for 18 Facilities and 34 Physicians.
Bank Customer Service Representative
Bank Of America, NA
Phoenix, AZ
01.2010 - 05.2015
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Calculated fees due, interest and change for customer transactions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Maintained friendly and professional customer interactions
- Increased customer satisfaction by resolving issues
Sr. Credit Analyst/Retention Specialist
Bank Of America, N.A.
Phoenix, , AZ
05.2004 - 01.2010
- Answered High Volume of calls/Multi-tasking.
- Focus on problem solving with resolution of complex credit card issues.
- Analyze and reviewed credit lines to approve for credit line increase, re-open, re-issuing account, and also adding a co-applicant to credit account.
- Improved understanding of financial statements, which helped in assessing risk.
- Contacted customers and requested financial documentation.
- Complied with internal controls and government regulations.
- Evaluated customer credit data to determine level of risk involved in money lending..
- Made decisions and recommendations about extending lines of credit.
- Controlled credit exposure by providing financial order management support to minimize risk and obtain timely payment.
- Offered solutions for customers having financial hardship with needing payment to be reduced.
Education
GED -
Lamson College
Phoenix, AZ05.1986
Skills
- Calm and Professional Under Pressure
- Patient and Empathetic
- Policy and Procedure Adherence
- Excellent Attention to Detail
- Establishing and Maintaining Customer Relationship
Camping, Cooking, Drawing
I love being able to go camping with my family to enjoy the outside wilderness, with rain, fishing, hiking and cooking great meals. I love to cook for my family to know they enjoy and love to eat certain dishes I make. I love to draw even though I am not a great at it. I can make me feel relaxed and calm after drawing or even coloring.
Timeline
Customer Service Representative
Cenlar FSB
11.2019 - 07.2022
Customer Service Specialist
Preffered Home Care
04.2018 - 08.2019
Scheduler
Phoenician Medical Center
01.2015 - 09.2018
Bank Customer Service Representative
Bank Of America, NA
01.2010 - 05.2015
Sr. Credit Analyst/Retention Specialist
Bank Of America, N.A.
05.2004 - 01.2010
GED -
Lamson College