OLGA DIANA PULIDO
Fort Worth,TX
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
27
27
years of professional experience
Work History
Customer Service Associate
Lowes Home Improvement
09.2003 - Current
- Logistics, Internet order fulfillment with inventory
- As first point of contact provided customer service with product returns/sales, product information assistance/researching, as well as training/mentoring of new employees
- Contributed to business growth by confirming customer satisfaction with service and quality
- Adhered to all company policies procedures and safety standards, along with maintaining confidential information a 100%
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
Customer Service Representative
New York Life Insurance Co
08.2021 - 09.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website to improve overall user experience.
- Meet company goals and exceeded from 5%-60%.
Customer Care/Auto Collections
Innovate Loan Servicing
03.2020 - 07.2021
- Handled 40-80 outbound and inbound calls daily with goal of collecting owed debt.
- Negotiated to collect balance in full and processed payments.
- Used skip tracing resources to locate debtors and updated information in company system.
- Assisted customers by answering questions and fulfilling requests.
- Conducted research, gathered information from multiple sources and presented results.
Operation Support Specialist
Franklin American Mortgage Company, Citizens Bank
07.2016 - 11.2018
- Primary responsibilities included receiving, reviewing, researching data related to mortgage lending process for employment verification
- Participating in team meeting regarding policy changes and process improvements
- Assisted successfully to monitor 1-2 task loads during employee vacations or absences to keep workflow running efficiently
Customer Relations Representative
AT&T Inc/Yellow Pages - Dallas/Fort Worth
07.1997 - 04.2015
- Employed in busy call center environment as Customer Relations Representative
- Daily responsibilities for Telephone business included processing business service orders, answered incoming calls and/or email correspondence for internal and/or external customers to resolve issues, make changes to orders, and get status updates
- For Yellow Pages (subsidiary of AT&T) assisted with sales of Yellow Pages/Internet advertising space, resolving customer complaints & payment issues, maintained confidential information
- Making 35-40 collections calls per day, referring delinquent accounts to collection agencies, along with general office duties
Education
Some College (No Degree) - Business Administration
Dallas Baptist University
Dallas, TXSome College (No Degree) - Business Administration
Tarrant County College District
Fort Worth, TXHigh School Diploma -
Western Hills High School
Fort Worth05.1979
Skills
- Organizational strengths
- Typing 25 wpm
- Clerical support
- Basic Microsoft Office Suite
- Cross-functional collaboration
- Data gathering and documentation
Accomplishments
- Volunteer North Texas Food Bank, 2012
- Completed 13-month Network Technician training course
- Completed Personal Administration/Principles of Management training
- Processed orders in a set time in order to keep up with FCC regulations, SBC 1998
- Fort Worth Junior Chamber of Commerce, 1989-1993
Timeline
Customer Service Representative
New York Life Insurance Co
08.2021 - 09.2023
Customer Care/Auto Collections
Innovate Loan Servicing
03.2020 - 07.2021
Operation Support Specialist
Franklin American Mortgage Company, Citizens Bank
07.2016 - 11.2018
Customer Service Associate
Lowes Home Improvement
09.2003 - Current
Customer Relations Representative
AT&T Inc/Yellow Pages - Dallas/Fort Worth
07.1997 - 04.2015
Some College (No Degree) - Business Administration
Dallas Baptist University
Some College (No Degree) - Business Administration
Tarrant County College District
High School Diploma -
Western Hills High School
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