Stephanie Duran Hernandez
Phoenix,AZ
Summary
Bilingual Customer Service Agent skilled at communicating with people who speak Spanish and English while providing exceptional customer service. Natural leader with passion for team building and promoting positive company morale. Willing to go above and beyond for customer.
Overview
9
9
years of professional experience
Work History
ARBSO C&D
JP Morgan Chase
01.2022 - Current
- Make outbound calls to complete Welcome calls and provide loan details
- Collect payments and advise customers of possible risk of repossession and charge off
- Send repos out for vehicles that are past due
- Provide balance information and explain account status to customers
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Associate
JD Sports
01.2022 - 01.2024
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Assist clients in selecting shoes and apparel
- Sell accessories and provide customer care
- Trained Onboard new hires
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Managed cash register after end of shift to balance and record accurate transactions.
- Greeted customers and helped with product questions, selections, and purchases.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Maintained clean sales floor and straightened and faced merchandise.
STAR/CPG/FEST
JP Morgan Chase
01.2020 - 01.2022
- Receiving Inbound calls and make outbound calls
- Assist customers with accessing their funds by clearing alerts or blocks
- Paid attention to detail while completing assignments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Confirm fraudulent activity and validate transactions
- Review accounts for identity theft
- Verify digital wallet usage and ensure verification as needed.
B-Card
JP Morgan Chase
01.2019 - 01.2020
- Handle inbound and outbound calls regarding business account debit card use
- Review possible fraud activity and contact account holders
- Handle fraud processes and guide clients on steps to take when identity is stolen or fraud occurs in the account.
Escalations
JP Morgan Chase
01.2018 - 01.2019
- Handle escalated calls and deescalate customer issues
- Gather feedback and complaints regarding other specialists or issues with the bank or branches
- Assist with online issues and provide guidance when the online department is down
- Handle special handling calls during late shifts.
Cross Function
JP Morgan Chase
01.2017 - 01.2018
- Combine both retail and credit card customer service
- Provide assistance in each department as needed.
Credit Card
JP Morgan Chase
01.2016 - 01.2017
- Handle inbound calls and customer service issues regarding credit cards
- Offer to apply for different credit cards offered by Chase
- Make payments on credit cards and address possible fraud on credit cards.
Retail
JP Morgan Chase
01.2015 - 01.2016
- Take inbound calls and handle regular customer service calls
- Provide balance review transactions and deal with basic info on account
- Change the address or demographic settings if needed
- Connect over to different departments depending on the issue with the account.
Education
In Progress -
Phoenix Community College
Phoenix, ArizonaGraduated -
Trevor G. Browne
Phoenix, Arizona05.2014
Graduated -
Glendale Community College
Phoenix, Arizona05.2014
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Active Listening
- Customer Relations
- Call center experience
- Microsoft Excel
- Payment Processing
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
ARBSO C&D
JP Morgan Chase
01.2022 - Current
Associate
JD Sports
01.2022 - 01.2024
STAR/CPG/FEST
JP Morgan Chase
01.2020 - 01.2022
B-Card
JP Morgan Chase
01.2019 - 01.2020
Escalations
JP Morgan Chase
01.2018 - 01.2019
Cross Function
JP Morgan Chase
01.2017 - 01.2018
Credit Card
JP Morgan Chase
01.2016 - 01.2017
Retail
JP Morgan Chase
01.2015 - 01.2016
In Progress -
Phoenix Community College
Graduated -
Trevor G. Browne
Graduated -
Glendale Community College
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