Terry Nava
Reno
Summary
Dedicated customer service representative with expertise in account management and transaction resolution. Committed to compliance adherence and effective communication, ensuring high customer satisfaction and prompt issue resolution.
Overview
25
25
years of professional experience
Work History
Remote Credit Card Customer Service Representative
PNC Bank
Reno
04.2025 - 10.2025
- Assisted customers with credit card inquiries and account management.
- Resolved billing disputes and transaction discrepancies efficiently.
- Educated clients on credit card features and benefits effectively.
- Documented customer interactions in compliance with company policies.
- Provided support for fraud prevention and identity theft concerns promptly.
- Utilized computer system technology to answer inquiries quickly and accurately using automated response scripts when necessary.
- Ensured compliance with all federal laws pertaining to consumer financial protection including Fair Credit Reporting Act regulations.
- Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
Remote CSR Technical Support
Foundever/Intuit
Reno
09.2024 - 03.2025
- Assisted customers with product inquiries and technical issues.
- Provided support through live chat and phone interactions.
- Collaborated with team members to resolve complex customer concerns.
- Documented customer interactions in internal systems accurately.
- Educated customers on software features and usage tips.
- Escalated unresolved issues to appropriate departments for further assistance.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Operations Specialist
Wells Fargo Bank, N.A.
Reno
04.2001 - 02.2004
- Coordinated daily operational activities to enhance workflow efficiency and service quality.
- Monitored compliance with regulatory requirements and company policies during transactions.
- Assisted in training new team members on operational procedures and best practices.
- Utilized software tools to track performance metrics and support operational reporting efforts.
- Developed reports detailing operational performance, trends, costs, productivity.
- Analyzed customer feedback to improve operations processes and increase customer satisfaction.
- Resolved disputes between customers and vendors by providing clear explanations of terms and conditions.
Phone Banker
Wells Fargo Bank, N.A.
Reno
04.2001 - 02.2004
- Assisted customers with account inquiries and transaction requests.
- Maintained confidentiality of customer information in all interactions.
- Educated clients on digital banking tools and services available.
- Maintained accurate records of customer interactions, comments, and complaints in an organized database.
- Explained various banking products such as credit cards, loans, mortgages and investments to potential customers.
- Resolved disputes between customers and banks while keeping up with the latest regulations governing financial institutions.
- Assisted customers with account transfers, balance inquiries, and other banking transactions.
- Navigated multiple computer systems and applications and utilized search tools to find customer information.
- Verified customer identity according to bank policy prior to processing any transaction requests.
- Boosted customer satisfaction with knowledgeable answers and fast service for diverse needs.
- Facilitated exceptional customer service by meeting customer needs and recommending products to promote financial success.
- Capitalized on cross-selling and upselling opportunities to consistently exceed quotas.
- Utilized effective communication techniques when speaking with customers in order to maintain a positive relationship.
- Ensured compliance with applicable laws, regulations, policies and procedures related to banking services.
- Monitored call queues in order to ensure that all incoming calls were answered promptly.
- Resolved problems or discrepancies concerning customers' accounts.
- Identified customer needs and referred them to appropriate departments or resources for further assistance.
Education
GED -
Irvington High
Fremont, CA09-1976
Skills
- Customer account management
- Transaction resolution
- Fraud detection
- Compliance adherence
- Automated response systems
- Customer relationship management
- Product education
- Issue escalation procedures
- Call center operations
- Problem solving
- Data entry accuracy
- Effective communication
- Call handling
- Payment processing
- Upselling strategies
- Team collaboration
- Conflict resolution
- Credit card regulations
- Complaint resolution
- Credit adjustments
- Banking systems proficiency
- Policy adherence
- Card activation
- Credit limit adjustments
- LiveChat messaging
- Remote office availability
- Multitasking
- Time management abilities
- Verbal and written communication
- Professional phone voice
- Call center experience
- Stress tolerance
- Trained in Salesforce
Timeline
Remote Credit Card Customer Service Representative
PNC Bank
04.2025 - 10.2025
Remote CSR Technical Support
Foundever/Intuit
09.2024 - 03.2025
Operations Specialist
Wells Fargo Bank, N.A.
04.2001 - 02.2004
Phone Banker
Wells Fargo Bank, N.A.
04.2001 - 02.2004
GED -
Irvington High