VALERIE PENA
USAA
San Antonio,TX
8
years of professional experience
Proven expertise in operational risk management and exceptional customer service, honed at leading firms such as USAA, Wells Fargo and others. Demonstrated ability to enhance risk awareness and resolve complex customer issues, boosting satisfaction. Skilled in claims handling and problem-solving, achieving significant improvements in enterprise risk management and operational efficiency. Ability to maintain and or exceed expectations and values.
Work History
Claims Care Center Representative
1 Year 6 Months- Documents First Notice of Loss by obtaining relevant information for effective claim investigation.
- Sets up appropriate services, as needed, to proactively move claims forward to the furthest point in the process within scope of role and expectation.
- Creates loss reports, states, or verifies coverage as appropriate, and initiates the most effective method of damage assessment to assign for file handling.
- Assists with questions regarding the claims process and sets expectations for next steps to help ensure claims are effectively resolved and accurately documented.
- Effectively resolves status inquiries and, when necessary, routes to handling adjuster or correct department.
- Effectively operates in a fast-paced, high-volume, contact center environment and navigating multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.
- Applies strong time management skills by closely adhering to assigned work schedule.
- Applies strong call management skills by assisting members within a timely manner and limiting non-productive time.
- Embraces continuous improvement and development through coaching and collaboration with manager and team members.
Risk Management Associate
6 Months- Developed customized risk management plans to address unique business needs and priorities.
- Conducted detailed scenario analyses to understand the potential impact of various risks on business objectives.
- Improved overall risk awareness within the organization through targeted employee training programs.
- Produced reports for senior management detailing current activities and progress of investigations, facilitating informed decision-making.
- Monitored suspicious activity and reported findings in accordance with bank security policies, enhancing overall risk management efforts.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Assisted customers with compromised debit cards and issued new credentials.
- Educated customers on online banking and mobile banking applications.
- Supported branch management by ensuring compliance with regulatory guidelines and internal procedures, contributing to operational excellence.
Technical Advisor
3 Months- Served as primary point of contact for triaging technical issues.
- Enforced use of prescribed technical procedures, designing monitoring protocols to confirm compliance with guidelines.
- Collaborated closely with cross-functional teams, ensuring optimal integration of new technologies and systems.
- Mentored junior team members, fostering professional development opportunities aimed at enhancing skill sets and knowledge base.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
Customer Service Representative
7 Months- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Tier 2 Customer Service Representative
3 Years 3 Months- Utilized problem-solving skills to address customer complaints.
- Improved customer satisfaction by actively listening to concerns and providing prompt resolutions.
- Participated in ongoing training sessions to stay updated on industry developments and enhance personal skill set continually.
- Coordinated with the team to share workload during peak periods, ensuring optimal service delivery and minimal customer wait times.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Built genuine connections with customers and enjoyed guiding them to provide the best solution for their issue.
- Managed high-pressure situations calmly, prioritizing tasks effectively while maintaining a professional demeanor.
- Conducted follow-up calls to gauge satisfaction levels post-resolution, identifying areas for potential improvement moving forward.
- Adapted communication style according to diverse clientele needs, ensuring clarity and understanding during each interaction effectively.
Tier 2 Technical Support Advisor
10 Months- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Achieved consistent positive performance reviews from both customers and management, reflecting dedication towards delivering top-notch support services.
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies.
- Streamlined troubleshooting processes for quicker issue resolution and improved customer experience.
- Demonstrated expertise in troubleshooting software and hardware issues, ensuring minimal downtime for customers and maintaining high satisfaction levels.
- Increased first-call resolution rates, employing advanced problem-solving techniques.
Education
High School Diploma
- Commended in Reading
- Commended in Writing
- GPA: 3.14
Skills
Operational risk management
Enterprise risk management
Multitasking
Customer Service Expert
Problem solving skills
Computer skills
Strong Quality Management
De-escalation professional
Accomplishments
Received my teams G.O.A.T award for multiple Reputable call Quality Audits.
Received Teams All around Eagle trophy for maintaining department goals and team building.
Assigned Team Capitan for group assignment to help improve best practices.
Apart of Delta team that deep dives into CAT, Glass & Roadside & International claims to assist with keeping up to date on events and changes to help implement on everyday calls/task.
Timeline
Claims Care Center Representative
USAA
02.2025 - CurrentRead More
Risk Management Associate
Wells Fargo
02.2024 - 08.2024Read More
Technical Advisor
Office Ally
11.2023 - 02.2024Read More
Customer Service Representative
Alorica
03.2023 - 10.2023Read More
Tier 2 Customer Service Representative
Conduent Solutions
08.2019 - 11.2022Read More
Tier 2 Technical Support Advisor
Volt Customer Care Solutions
08.2018 - 06.2019Read More
San Antonio Victory Learning Center
High School Diploma
Read More