Sergio Pruneda
Houston,TX
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Business Banking Specialist
JPMorgan Chase
Houston, TX
08.2022 - Current
- Assists business customers such as account information funds transfer , complaint tracking , account maintenance, and any other requests.
BUSINESS AND CONSUMER ESCALATIONS
JPMorgan Chase
Houston, TX
08.2022 - Current
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with both consumer and business customers with escalated requests such as complaints and any related escalated concerns.
Premiere Platinum Service Rep
JPMorgan Chase
Houston, Tx 77055
09.2013 - Current
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted clients with $75,000 - 250,000 in balances in anything from funds transfer , account inquiries , and any other requests such as loan payments and escalated concerns
TELEPHONE BANKING ESCALATIONS
JPMorgan Chase
Houston, Tx
11.2010 - 08.2013
- Investigated and resolved account issues by offering applicable options to customers.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Assisted with customer complaints and helped with products and services to better fit their needs.
- Investigated customer complaints about branches and line of businesses and submitted complaint or feedback accordingly.
- Investigated customer complaints about line of business invalid procedures or misconduct
Specialty Telephone Banker
JPMorgan Chase
Houston , Tx
11.2010 - 12.2011
- Delivered superior customer service to retain existing customers and attract future customers.
- Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
- Determined customer needs and interests to recommend [Product or Service] to customers.
- Contributed to team objectives in fast-paced environment.
- Set and achieved company defined sales goals.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Customer Service Specialist
JPMorgan Chase
Houston, Tx
02.2009 - 10.2010
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers for account maintenance.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Assisted with basic account info such as balances, maintenance , and other pertaining info.
- Assisted with funds transfer, loan payments, online maintenance, and other pertaining money services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Education
FINANCIAL BASICS -
HCC
Houston, TX06.2013
High School Diploma -
Cypress Falls High School
Houston, TX05.
EMERGENCY MEDICAL SERVICES
US ARMY
1997
HEAVY WHEEL VEHICLE REPAIR
US ARMY
Aberdeen Proving Ground, MD11.1996
Skills
- Calm and Professional Under Pressure
- Customer Retention Strategies
- Customer Retention skills
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
- Responding to Difficult Customers
- Understanding Customer Needs
- Client Service and Support
- Resolving Complex Issues
- Call Control
- Inbound and Outbound Calling
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Affiliations
SCN2A - NON PROFIT ORGANIZATION DEDEICATED TO THE RESEARCH AND CURE OF SCN2A DISORDERS
PROYECTOS DE OAXACA S.A. DE C.V - ORGANIZATION DEDICATED TO THE RAISING OF FUNDS FOR BUILDNG INFRASTRUCTURE SUCH AS SCHOOLS, HOMES , AND RECREATIONAL AREAS IN OZXACA MEXICO
Additional Information
INVESTING - SELF TAUGHT FOR MORE THAN 8 YEARS IN INVESTING SUCH PRODUCTS AS MUTUAL FUNDS, STOCKS, ETFS, AND FOREX
ABILITY TO INTEGRATE WITH VARIOUS BACKGROUNDS - DUE TO MY EXTENSIVE TRAVELS TO DIFFERENT PARTS OF THE WOLRD, IT HAS PROVIDED ME THE ABILITY TO UNDERSTAND DIFFERENT CULTURES AND BACKGROUNDS MAKING IT EASIER TO WORK WITH DIFFERENT PEOPLE.
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Business Banking Specialist
JPMorgan Chase
08.2022 - Current
BUSINESS AND CONSUMER ESCALATIONS
JPMorgan Chase
08.2022 - Current
Premiere Platinum Service Rep
JPMorgan Chase
09.2013 - Current
TELEPHONE BANKING ESCALATIONS
JPMorgan Chase
11.2010 - 08.2013
Specialty Telephone Banker
JPMorgan Chase
11.2010 - 12.2011
Customer Service Specialist
JPMorgan Chase
02.2009 - 10.2010
FINANCIAL BASICS -
HCC
High School Diploma -
Cypress Falls High School
EMERGENCY MEDICAL SERVICES
US ARMY
HEAVY WHEEL VEHICLE REPAIR
US ARMY