Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Roberto Bogran

San Antonio,TX

Summary

Dynamic professional offering solid customer service background, diligent attention to detail and hardworking nature. Energetic, focused and experienced coaching and mentoring new employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution.

Overview

16
16
years of professional experience

Work History

Owner

Self Employed Services
San Antonio, TX
12.2023 - Current
  • Identified new opportunities for growth, expansion, and diversification.
  • Oversaw budgeting and financial management.
  • Analyzed industry trends to develop competitive strategies.
  • Ensured compliance with local, state, and federal regulations.
  • Set pricing structures according to market analytics.
  • Led startup and creation of operational procedures and workflow planning.
  • Conducted market research activities and competitive analysis to facilitate implementation of aggressive company marketing strategy.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.

Bilingual Call Center Representative

PenFed Credit Union
Bulverde, TX
09.2019 - 12.2023
  • Answered incoming calls from customers in Spanish and English, providing technical support and customer service.
  • Resolved customer complaints in a timely manner by determining the cause of the problem.
  • Recorded detailed customer interactions into company database for future reference and analysis.
  • Demonstrated excellent communication skills both verbally and written in Spanish and English languages.
  • Educated customers on proper use of products to ensure optimal satisfaction levels.
  • Maintained up-to-date knowledge of company's products, services, policies, procedures, pricing plans.
  • Performed outbound calls when necessary to offer new promotions or follow up on inquiries or orders placed by customers.
  • Provided feedback to management regarding areas where improvement is required within the call center environment.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Stocks and Bonds

Capital Group
San Antonio, TX
01.2015 - 08.2019
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Monitored daily market movements and performed technical analysis on stocks and bonds.
  • Performed research on various mutual funds, stocks and bonds in order to provide recommendations that best fit customer needs.
  • Assisted clients in understanding complex financial concepts such as annuities, mutual funds, stocks and bonds.
  • Advised clients on how best to utilize available resources such as pension funds, 401s, IRAs, stocks and bonds.
  • Maintained accurate records of client interactions including progress notes and discharge summaries.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Promoted available products and services to customers during service, account management and order calls.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Financial Associate

Wells Fargo & Company
San Antonio, TX
02.2009 - 12.2014
  • Analyzed customer financial data to determine eligibility for mortgage programs.
  • Provided guidance on loan products and services to prospective borrowers.
  • Negotiated terms and conditions of loans with borrowers based on their individual needs.
  • Assisted customers in completing online applications for mortgage loans.
  • Provided support during the underwriting process by collecting additional documentation when needed.
  • Handled customer inquiries regarding loan status or requirements via phone or email.
  • Performed periodic follow-ups with customers after closing of their mortgages.
  • Verified income of borrower and gathered credit information.
  • Assessed financial means and desires of each client in order to set up appropriate mortgage packages.
  • Informed customers of application deadlines, approvals and denials.

Education

Bachelor of Arts - Sustainable Tourism

Hiroshima University
Japan
08-2000

Bachelor of Arts - Business Administration

Southeastern Louisiana University
Hammond, LA
05-1985

Skills

  • Marketing tactics
  • Budget Administration
  • Regulatory Compliance
  • Sales management
  • Business Development
  • Marketing

Languages

Spanish
Professional

Timeline

Owner

Self Employed Services
12.2023 - Current

Bilingual Call Center Representative

PenFed Credit Union
09.2019 - 12.2023

Stocks and Bonds

Capital Group
01.2015 - 08.2019

Financial Associate

Wells Fargo & Company
02.2009 - 12.2014

Bachelor of Arts - Sustainable Tourism

Hiroshima University

Bachelor of Arts - Business Administration

Southeastern Louisiana University

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Roberto Bogran