Stephen Guerra
San Antonio,TX
Overview
14
14
years of professional experience
Work History
ACCOUNT RESOLUTION SPECIALIST
Wells Fargo
12.2021 - Current
- Work closely with management to resolve or assist in customer delinquency issues
- Negotiate repayment plans with customers based on individual circumstances
- Monitor outstanding account balances and determined need for further collections action
- Negotiate with customers to reach payment agreements
- Assist with training new employees on billing procedures, account management processes, and best practices
- Arrange for debt repayment and established repayment schedules, based on customers' financial situations.
- Assist more then 40 incoming calls daily
OPERATING LOSS PREVENTION
Chase Bank
05.2017 - 10.2021
- Created detailed reports summarizing findings from investigations into suspected cases of theft or fraud
- Identified opportunities for improvement within existing loss prevention processes and procedures
- Monitored compliance with standard operating procedures for loss prevention, physical security, and risk management
- Collaborated with law enforcement agencies to report and investigate crimes
- Coordinated with risk management, human resources, or other departments to assist in company programs, investigations, or training
- Trained establishment personnel in loss prevention activities
- Ensured that customers are being served promptly and professionally while adhering to company policies
- Responded quickly to meet customer needs and resolve problems
- Focused on learning new skills and staying updated with industry changes.
CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Time Warner Cable / Spectrum
08.2015 - 05.2017
- Monitored customer service interactions to ensure adherence to customer service standards
- Improved customer service by monitoring calls and providing coaching and feedback to customer service representatives
- Boosted service quality and increased sales by developing strong knowledge of company's products and services
- Navigated multiple computer systems and applications and utilized search tools to find information
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
- Assisted with training and mentoring new team members
- Assisted customers in navigating through various web pages on the company's website during their purchase process
- Provided exceptional customer service to clients in fast-paced call center environment.
TECHNICAL SUPPORT REPRESENTATIVE
AT&T
09.2014 - 08.2015
- Delivered support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration
- Identified and solved technical issues with variety of diagnostic tools
- Provided guidance in setting up secure wireless connections for home networks
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Monitored incoming calls from customers regarding hardware and software issues; provided timely resolutions
- Developed in-depth knowledge of products and services; educated users on product features and benefits.
BUS BOY / COOK / MANAGER
Captain bens Seafood Shack
02.2012 - 08.2014
- Planned menus and assigned kitchen duties for special meals or occasions
- Implemented safety protocols to maintain a sanitary kitchen environment
- Counted money and made bank deposits
- Performed some food preparation and service tasks, such as cooking, clearing tables, and serving food and drinks when necessary.
Education
Harlandale High School
06.2012
Skills
- Computer literacy
- Time management
- Customer service orientation
- Problem-solving abilities
- Debt collection knowledge
- Analytical thinking
- Empathy and understanding
- Active listening
- Team collaboration
Languages
Spanish
Professional Working
Timeline
ACCOUNT RESOLUTION SPECIALIST
Wells Fargo
12.2021 - Current
OPERATING LOSS PREVENTION
Chase Bank
05.2017 - 10.2021
CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Time Warner Cable / Spectrum
08.2015 - 05.2017
TECHNICAL SUPPORT REPRESENTATIVE
AT&T
09.2014 - 08.2015
BUS BOY / COOK / MANAGER
Captain bens Seafood Shack
02.2012 - 08.2014
Harlandale High School