Tanya Guerrero
Austin,TX
Summary
Extensive experience exceeding 15 years in various financial roles, specializing in fraud prevention and compliance. Strong skills in member engagement and inquiry resolution. Improved transaction monitoring processes, resulting in increased retention rates and superior service delivery in dynamic environments.
Overview
1
1
Language
9
9
years of professional experience
Work History
Member Engagement Specialist
Pentagon Federal Credit Union
San Antonio, TX
05.2022 - 08.2024
- Resolved member inquiries, enhancing satisfaction and retention rates.
- Assisted customers with opening financial accounts and investment options, facilitating informed choices.
- Provided first-line support for agents, escalating complex issues.
- Demonstrated expertise in fraud prevention and regulatory compliance.
- Monitored transactions to assess loan applications and minimize high-risk exposure.
- Conducted investigations into credit reporting errors and chargebacks.
Customer Service Representative
Pentagon Federal Credit Union
San Antonio, TX
02.2021 - 05.2022
- Resolved complex member service issues efficiently across phone, email, and live chat channels to deliver exceptional member experiences.
- Coordinated member communications during critical stages, enhancing engagement throughout onboarding, applications, service inquiries, dormancy, and account closures.
- Served as internal SME for account ownership, loan applications, documentation requirements, member retention strategies, and account maintenance, influencing service quality and member satisfaction.
- Applied operational knowledge of analysis and judgmental decision-making processes for auto loans, credit cards, personal loans, and mortgage loans to support member inquiries and ensure accurate service delivery.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
Customer Service
Qurate Retail Group
San Antonio, TX
07.2020 - 02.2021
- Interacted daily with customers regarding products, services, and sales, addressing inquiries to foster positive relationships and improve customer satisfaction.
- Managed high volume of inbound calls, ensuring timely responses and effective resolution of customer issues to enhance overall satisfaction.
- Resolved customer conflicts through effective communication and problem-solving techniques, restoring satisfaction and loyalty.
Marketing & Leasing Professional
Lincoln Property Company
San Antonio, TX
04.2019 - 07.2020
- Coordinated administrative, marketing, leasing, and renewal processes to enhance operational efficiency.
- Negotiated lease terms and executed legal documents to ensure compliance and tenant satisfaction.
- Conducted and analyzed customer feedback surveys to inform service improvements.
- Facilitated peer training sessions to strengthen team skills and foster knowledge sharing.
- Maintained TAA certificate.
Relationship Specialist
The Hartford
San Antonio, TX
07.2017 - 04.2019
- Managed general liability, workers compensation, auto liability, property, and financial/professional insurance programs for diverse small business portfolio, ensuring accurate coverage and contributing to high client retention.
- Updated insurance policies by adding and deleting exposures based on client needs and risk assessments.
- Communicated with brokers to request certificates of insurance for stakeholders, facilitating proper documentation and coverage.
- Invoiced pro-rata premium and conducted quarterly audits to collect premium and deductible payments or send return premium.
- Processed complex policy adjustments and endorsements via phone, email, and live chat, ensuring timely and accurate updates.
Member Care Representative II & III
Nationwide Insurance Company
San Antonio, Texas
11.2015 - 02.2017
- Assisted customers with insurance inquiries and policy details.
- Processed claims and resolved issues efficiently and accurately.
- Educated clients on coverage options and benefits available.
- Maintained customer records using CRM systems for easy access.
- Collaborated with underwriters to streamline policy approvals.
- Addressed customer complaints and provided effective solutions promptly.
Education
Diploma -
Sharyland High School
Mission, TXTexas Cosmetology license -
University of Cosmetology Arts and Sciences
McAllen, TXSkills
- Member engagement and relationship management
- Fraud analysis and compliance
- Loan processing and documentation
- Account management and customer service
- Data analysis and quality assurance
- Conflict resolution and problem solving
- Technical support and equipment proficiency
- Stock management and insurance programs
- Policy writing and time management
- CRM software and marketing management
- Process optimization
- Decision making
- Stock options administration
- Tax compliance
- Audit preparation
Personal Information
Title: Research & Fraud Analyst
Accomplishments
- PenFed Force Multiplier Individual Award, PenFed's Board of Directors, 2021
- PenFed Force Multiplier Individual, PenFed's Board of Directors, 2022
Languages
English
Professional
Timeline
Member Engagement Specialist
Pentagon Federal Credit Union
05.2022 - 08.2024
Customer Service Representative
Pentagon Federal Credit Union
02.2021 - 05.2022
Customer Service
Qurate Retail Group
07.2020 - 02.2021
Marketing & Leasing Professional
Lincoln Property Company
04.2019 - 07.2020
Relationship Specialist
The Hartford
07.2017 - 04.2019
Member Care Representative II & III
Nationwide Insurance Company
11.2015 - 02.2017
Diploma -
Sharyland High School
Texas Cosmetology license -
University of Cosmetology Arts and Sciences