Reyana Villagomez
St Paul,MN
Summary
Results-oriented professional prepared for resolving complex customer issues. Brings valuable experience in handling escalated complaints, improving customer satisfaction, and fostering positive outcomes. Known for strong team collaboration and adaptability. Proficient in conflict resolution and maintaining high standards under pressure.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Escalated Complaints Specialist
Wells Fargo
06.2024 - 10.2024
- Streamlined complaint handling process for faster resolution and improved customer experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Researched and resolved customer complaints
401k Assistant Specialist
Securian Retirement
12.2020 - 06.2024
- I provide exceptional customer service as well as information to participants that applies to their circumstances
- I can efficiently find pieces of information while on the phone with participants to give them the most accurate and up-to-date information
- I can conduct my calls in a timely and efficient manner to keep in line with our area's required goals
- I provide assistance to other peers on a specialist line as well as service all Spanish calls
- I assist with escalated callers and situations that need a higher-up to step in
- I have led multiple onboardings with a number of new-hire groups
- I created and write a portion of our weekly article called Hot Topics which are reminders for the team based on escalated calls I took the week prior
- I am also the primary contact for all Spanish calls and emails
- I am a cross-trainee in our life insurance department
Teller
Wells Fargo
07.2019 - 07.2020
- When I find a need I send a referral to one of the bankers who will either sit with the customer or I will help schedule a follow-up that is more convenient for the customer
- Maintaining a cash drawer neatly and accurately while running transactions
- Improved customer satisfaction by providing efficient and accurate transaction processing
- Assisted customers with account inquiries, resolving issues promptly and professionally
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures
Teller
Tcf Bank
02.2019 - 07.2019
- Provides customers with an exceptional experience during transactions as well as translate in Spanish for a majority of the customer
- I do withdrawals, transfers, money orders, official checks, deposits, credit card and loan applications, and account opening daily
- Identified sales opportunities and referred customers to branch partners in financial services
- Monitored and reported suspicious activity in line with bank security policies
- Established rapport with new clients to increase satisfaction and loyalty
Officer
LECPA - Law Enforcement Academy
06.2018 - 02.2019
- Assisted with community outreach which included Hosting National Night Out Throughout St Paul where Families could come enjoy a free meal and obtain resources within their community
- Cooking food for the events as well as helping set up and break down the Events
- Engaging with the children that attended the National Night outs whether it be face painting, making a bracelet, or handing out small gifts from St Paul Police we tried to provide all families with a positive experience and engagement at all of our events
- Volunteered at Rando Library where I assisted children after school with homework in subjects such as math, reading, and science
Education
Inver Hills Community College - Minnesota History, Holocaust Mult. Lenses, Social Inequalities, Exploring Biology
Inver Hills Community College
03.2024
Writing & Research Skills - Microbiology, Intro to Psychology, Lifespan Development, Human Anatomy and Physiology I, Social Inequalities: Race, Class, & Gender, Human Anatomy & Physiology II, Ethics
Tcf Bank
07.2019
Century College - Psychology, Intro to writing, Interpersonal communication, Algebra
Century College
01.2019
Diploma -
Henry Sibley
06.2018
Skills
- Fluent in Spanish
- Proficient in Word
- Proficient in Outlook
- Proficient in PowerPoint
- Strong Organization
- Team Support
- Customer Relations
- Multitasking Abilities
- Time management abilities
- Adaptability
- Problem-solving aptitude
- De-escalation
- Company Policy Knowledge
- Microsoft Office
- Customer Service
- Problem-Solving
- Problem-solving skills
- Time Management
- Attention to Detail
- Multitasking
Certification
Hyaluron Pen Master Training Course, 08/01/23
Volunteer Experience
- St Paul Police, Assisted with community outreach which included Hosting National Night Out Throughout St Paul where Families could come enjoy a free meal and obtain resources within their community. Cooking food for the events as well as helping set up and break down the Events. Engaging with the children that attended the National Night outs whether it be face painting, making a bracelet, or handing out small gifts from St Paul Police.
- Rando Library, Volunteered at Rando Library where I assisted children after school with homework in subjects such as math, reading, and science.
Languages
Spanish
Native or Bilingual
Timeline
Escalated Complaints Specialist
Wells Fargo
06.2024 - 10.2024
401k Assistant Specialist
Securian Retirement
12.2020 - 06.2024
Teller
Wells Fargo
07.2019 - 07.2020
Teller
Tcf Bank
02.2019 - 07.2019
Officer
LECPA - Law Enforcement Academy
06.2018 - 02.2019
Writing & Research Skills - Microbiology, Intro to Psychology, Lifespan Development, Human Anatomy and Physiology I, Social Inequalities: Race, Class, & Gender, Human Anatomy & Physiology II, Ethics
Tcf Bank
Century College - Psychology, Intro to writing, Interpersonal communication, Algebra
Century College
Diploma -
Henry Sibley
Inver Hills Community College - Minnesota History, Holocaust Mult. Lenses, Social Inequalities, Exploring Biology
Inver Hills Community College
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