Ruth De Jesus Aquino
Killeen,USA
Summary
Personable and dedicated Customer Service Representative with extensive experience in the collection industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Team Lead
New American Funding
Austin, USA
11.2023 - Current
- Train new hires and get them prepared so that when they hit the floor, they are ready to take calls
- Assist agents with troubleshooting, phone issues, and assist with IT help desk questions.
- Identify and find solutions as problems come up in the chat with agent's phone calls
- Take escalated phone calls for agents with difficult borrowers.
- Supervised customer service team to ensure effective support and communication.
- Resolved escalated customer issues using conflict resolution techniques and best practices.
- Monitored team performance and provided constructive feedback for improvement.
- Collaborated with management to implement new customer service initiatives and strategies.
- Maintained up-to-date knowledge of mortgage products to assist customers effectively.
- Coordinated schedules to ensure adequate coverage during peak service hours.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Participated in recruitment activities such as interviewing potential candidates for open positions.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Acted as a liaison between customers and internal teams such as IT support or product development.
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Provided technical support when necessary by troubleshooting problems over the phone or online chat platforms.
- Identified trends in customer requests and developed solutions to address them proactively.
- Organized team meetings to discuss new initiatives or changes in policies and procedures.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
Customer Service Representative II
New American Funding
Austin, USA
08.2021 - 10.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered a constant flow of customer calls with minimal waiting times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Developed community reputation through a commitment to customer satisfaction and strong client relationships.
Customer Service Associate
Gila LLC/Navient
Austin, USA
02.2017 - 07.2021
- Addressed customer inquiries via email, telephone calls or in person, providing prompt response or follow-up.
- Located and monitored overdue accounts using billing system to begin collections process.
- Followed fair debt practices and regulatory guidelines when managing collections process.
- I identified past due accounts and contacted account holders to arrange payment.
- Organized and maintained documents, files and records.
- Trained employees in best practices and protocols while managing teams to maintain optimal productivity.
TXDPS Customer Service Agent- Toll Chat Agent
Gila LLC/Navient
Austin, USA
03.2014 - 02.2017
- Managed high-volume of inbound and outbound customer calls.
- Documented conversations with customers to track requests, problems and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Responded to customer requests for unavailable products and suggested other suitable options.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Exceeded company productivity standards on consistent basis.
- Reviewed account and service histories to identify trends and issues.
- Uphold strict quality control policies and procedures during customer interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
High School Diploma -
Akins High School
Austin, TX06-2009
Skills
- Microsoft Windows
- Word
- Outlook
- Excel
- Customer support
- Training and development
- Payment processing
- Call control skills
- Professional telephone voice
- Blacknight/Director 7
- Titanium
- Salesforce
- CRS software
- Data entry
- Verbal communication
- Inbound calling
- Outbound calling
- High-energy attitude
- Problem-solving
- Office equipment proficiency
Timeline
Customer Service Team Lead
New American Funding
11.2023 - Current
Customer Service Representative II
New American Funding
08.2021 - 10.2023
Customer Service Associate
Gila LLC/Navient
02.2017 - 07.2021
TXDPS Customer Service Agent- Toll Chat Agent
Gila LLC/Navient
03.2014 - 02.2017
High School Diploma -
Akins High School