Sandra Carcamo
Garland
Summary
Dedicated result-driven customer service representative with over 10 years of proven ability in resolving complex financial and technical inquiries and enhancing client satisfaction. Expertise in fast-paced banking operation environments, team leadership, and training ensuring high service levels and operational efficiency.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Prosperity Bank
Plano
12.2022 - Current
- Deliver high-tier financial customer service to personal and business clients.
- Resolve complex customer inquiries efficiently using internal applications including DNA, Client Central, Compass, and Architect Admin.
- Manage financial exceptions and transactions, successfully processing debit card and ACH transaction disputes through Centrix DTS.
- Facilitate account maintenance by executing new debit card and check orders via the BPM application, processing approved fee refunds, and managing internal loan payments.
- Assist clients with secure online banking setup, password resets, and digital account navigation.
Appraisal Specialist
CoreLogic Valuation Solutions Inc.
Irving
02.2020 - 09.2022
- Managed and audited high-volume appraisal order queues in loan origination services, ensuring expedited turnaround times to meet client needs.
- Proactively identified, investigated, and corrected external appraisal report discrepancies, minimizing operational errors and enhancing report accuracy.
- Utilized CCC, WMS, and Appraisal Port systems to analyze complex property data and process high-risk appraisal corrections for Bank of America Conventional and HELOC loan files.
- Chosen for cross-functional special projects and quickly adapted to diverse business segments.
- Led training and onboarding of new hires on company policies, regulatory guidelines, and productivity standards, fostering a strong compliance culture.
Customer Service Team Lead
The Pisa Group
Richards
10.2012 - 01.2020
- Coordinated daily workflows of customer service associates in high-volume call center, ensuring seamless operations and service delivery.
- Served as the primary point of escalation, resolving complex customer complaints, billing discrepancies, and retention issues to maintain high service levels.
- Monitored, coached, and trained CSR associates on performance metrics and quality assurance phone standards to elevate team KPIs.
- Managed executive correspondence, addressing high-priority customer care and internal agent emails to uphold service standards.
Education
High School Diploma -
Warren Travis White High School
Dallas, TX05-2002
Skills
- Banking operations management
- Loan account administration
- Dispute resolution and processing
- Fee refunds and payments
- Valuation support services
- Appraisal regulation compliance
- Technical application proficiency
- Microsoft Office Suite expertise
- Team leadership and supervision
- Coaching and mentoring skills
- Bilingual communication in English and Spanish
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Prosperity Bank
12.2022 - Current
Appraisal Specialist
CoreLogic Valuation Solutions Inc.
02.2020 - 09.2022
Customer Service Team Lead
The Pisa Group
10.2012 - 01.2020
High School Diploma -
Warren Travis White High School