Rosemary Pena
Boerne,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
SafeRide Health
10.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
Driver
Lyft And Uber
10.2016 - Current
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
- Delivered goods and products to customer on time and in excellent condition.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Coordinated efficient routes to avoid delays and optimize schedules.
- Communicated with customers to provide delivery updates and confirm delivery locations.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
- Drove safely in various weather and road conditions to avoid accidents.
- Cleaned vehicle regularly to maintain professional appearance.
- Inspected vehicle before and after trips to identify maintenance needs and handle regular upkeep.
Loan Processor
Security Service FCU
08.2003 - 10.2016
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Set up and completed loan submission packages.
- Developed and maintained relationships with customers and loan officers to establish smooth loan process.
- Utilized loan origination software to process and track loan applications.
- Handled any conditions sent from underwriting departments.
- Assisted loan officers with origination and closing processes to fastrack procedures and promote teamwork.
- Processed loans within various departments to achieve timely, accurate, and fair proceedings.
- Provided quick turnaround times to maintain fast-past schedule.
- Collaborated with loan officers to develop strategies for managing loan application processing.
- Negotiated loan terms and conditions with customers to secure best deal.
- Compiled closing packages for drafting and presentation accuracy.
- Developed and maintained relationships with customers, lenders and other third parties.
- Monitored pipelines to track and log status of loans.
- Processed loan applications and monitored progress from start to finish.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Assisted customers with completing loan applications and other paperwork.
- Facilitated communication with loan applicants, underwriters and loan officers to optimize process and maintain updated information.
- Advised loan officers to comply with loan guidelines and apply best practices.
Education
No Degree - Psychology
San Antonio College
San Antonio, TX05.2004
High School Diploma -
Thomas Edison Highschool
San Antonio, TX05.2002
Skills
- Quality Control
- Reading Comprehension
- 10-Key
- Microsoft Word
- Receiving Support
- Conflict Resolution
- Cultural Awareness
- Customer Service
- Route Dispatch
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
SafeRide Health
10.2022 - Current
Driver
Lyft And Uber
10.2016 - Current
Loan Processor
Security Service FCU
08.2003 - 10.2016
No Degree - Psychology
San Antonio College
High School Diploma -
Thomas Edison Highschool
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