VANESSA ROLDAN
Glendora,CA
Summary
Motivated customer service representative with over 15 years of experience in diverse customer service settings and fast paced environment. Motivated to maintain customer satisfaction and contribute to company success. Detail-oriented professional with experience in records management and Microsoft Office. Frequently praised as hard-working by peers, I can be relied upon to help your company achieve its goals.
Overview
17
17
years of professional experience
Work History
Credit Card Senior Specialist
First National Bank Omaha
Omaha, NE
09.2022 - Current
- Maintained a thorough knowledge of bank products, services, policies, procedures, regulations and compliance requirements.
- Resolved customer inquiries in a timely manner while adhering to all applicable laws and regulations.
- Handled incoming calls from customers regarding their accounts or banking needs.
- Monitored customer accounts for suspicious activity or unauthorized transactions.
- Verified accuracy of customer information, including income and employment status.
- Ensured that all documents are filed accurately according to established procedures.
- Processed requests for changes in terms or conditions of existing lines of credit.
- Consistently met call center performance standards.
- Managed high-volume call center environment efficiently.
- Conducted weekly meetings to review call center performance metrics.
- Scheduled shifts for call center personnel according to business needs.
- Greeted customers warmly when they called into the call center.
Account Coordinator
TPx Communications
Los Angeles, CA
06.2018 - 02.2021
- Accepts and resolves customers request within 48 Quote pricing and document pricing on all order types and provides documentation to customer as well as updating records and saving documents
- Working remotely to meet customers deadline requirements
- Staying updated with a complete understanding on all product lines
- Daily reviews on reports
- Monitor professional communication with internal and external customers
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Account Coordinator
TelePacific Communications
Los Angeles, CA
06.2014 - 08.2016
- Accept and work TPICE tickets and DASH request, contacting the customer in a timely manner
- Understanding and knowledge of most product lines including MPower and TPAC
- Placed customer orders in FX, AESOP and Dash Monitor completion of FX and Dash orders and advise customer upon completion
- Maintained professional communication with internal and external customers
- Kept customers informed status of their order, by phone and email
- Understood and enforced the rules of Customer Proprietary Network Information.
Sales Representative
24 Hr Fitness
Los Angeles, CA
08.2013 - 07.2014
- Responsible for delivering the 24 Hour Fitness Service Promise; contribute to running a clean, friendly and well maintained club, and executing the team member basics of being on time and complying with the dress code
- Strong communication skills, both oral and written
- Experience with multiple phone lines.
Management Supervisor
H&M
Los Angeles, CA
10.2007 - 12.2012
- Strong customer service skills
- Generated leads and maintained lists of prospective customers
- Trained new employees on company policies and strong sales techniques.
Education
Associate In Arts (A.A.) -
Bryan University
Pasadena City College
Skills
- Account Coordination
- Microsoft Outlook
- Microsoft Windows
- Microsoft Office
- Staff Training
- Time Management
- Recordkeeping Requirements
- Call Control
- Customer Service
- Complaint resolution
- Quality Assurance
- Interpersonal Skills
- Professional phone voice
- [Number] WPM
Languages
Spanish
Languages
Spanish
Professional
References
References available upon request.
Timeline
Credit Card Senior Specialist
First National Bank Omaha
09.2022 - Current
Account Coordinator
TPx Communications
06.2018 - 02.2021
Account Coordinator
TelePacific Communications
06.2014 - 08.2016
Sales Representative
24 Hr Fitness
08.2013 - 07.2014
Management Supervisor
H&M
10.2007 - 12.2012
Associate In Arts (A.A.) -
Bryan University
Pasadena City College
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