Melissa Cervantes
Converse,TX
Summary
To secure a full time position and become an asset to your company by allowing me to fully utilize my communication, organizational and problem solving skills to benefit the organization.
customer satisfaction scores, reducing response times, implementing new support tools, or even training a team to enhance their skills.
increasing customer retention rates, earning positive customer feedback or testimonials, streamlining processes to reduce wait times
Overview
2026
2026
years of professional experience
Work History
Transition team and coach
Wells Fargo
2022 - Current
- Selected by leadership as a go-to trainer and mentor, coaching new hires and upskill agents through one-on-one sessions, live feedback, and performance improvement strategies.
- Accelerated onboarding success by providing hands-on support during training and OJT, resulting in stronger retention and faster ramp-up time for new employees.
- Trusted to support high-volume chat operations, demonstrating adaptability and advanced subject matter expertise in complex customer situations.
- Consistently exceed production and quality goals while balancing coaching and frontline responsibilities.
Online fraud and debit card claims
Wells Fargo
2019 - Current
- Investigated and resolved complex fraud cases and high-dollar claims, protecting customer accounts and reducing financial risk.
- Partnered with cross-functional teams to analyze suspicious transactions across multiple channels, improving fraud detection and prevention outcomes.
- Served as a subject matter expert in fraud policy, guiding peers on high-risk cases and ensuring compliance with regulations.
- Recognized for accuracy and thoroughness in managing time-sensitive investigations while maintaining strong customer satisfaction.
FEMA
StarTek
11.2017 - 04.2019
- Answer and process emergency and administrative phone calls.
- Answers inquiries by clarifying desired information; researching, locating, and providing information.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
High School Diploma - Completed
Judson
Converse, TXSkills
- Leadership & Coaching: Staff Training, Onboarding, Mentorship, Team Supervision
- Customer Service & Support: Bilingual (English/Spanish), Conflict Resolution, Chat & Phone Support
- Operations Management: Scheduling, Shift Management, Inventory Control, Compliance
- Financial & Risk Expertise: Fraud Investigation, Claims Management, Workers Compensation Policies
- Technology: Microsoft Office Suite, Google Workspace, CRM/Support Systems
Languages
Spanish
Native or Bilingual
Timeline
FEMA
StarTek
11.2017 - 04.2019
Transition team and coach
Wells Fargo
2022 - Current
Online fraud and debit card claims
Wells Fargo
2019 - Current
High School Diploma - Completed
Judson