Verginio M Paes
Middletown
Summary
Dedicated Customer Service Professional experienced in enhancing customer relationships and resolving issues efficiently. Achieved high customer satisfaction through effective communication and conflict resolution skills. Focused on delivering results and fostering loyalty while adapting to changing needs.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Eastern Account Systems
02.2018 - 01.2022
- Managed high-volume calls, maintaining professionalism and efficiency to ensure timely responses.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed billing adjustments and account updates accurately to ensure customer satisfaction.
Service Associate
Mcdonald's Corporation
01.2016 - 01.2020
- Delivered exceptional customer service in high-volume environments, ensuring satisfaction and repeat business.
- Trained new team members on operational procedures, improving customer engagement skills.
- Implemented process improvements, increasing service speed during peak hours.
Cashier Associate
Kmart Corporation
01.2015 - 06.2017
- Processed customer transactions accurately, ensuring prompt service and positive customer experience.
- Assisted customers with inquiries and returns, resolving issues to maintain high satisfaction levels.
- Balanced cash drawer consistently during shifts, demonstrating reliability and attention to detail.
Universal Banker/ Fraud Associate
M & T Bank
10.2022 - 03.2026
- Developed tools and recommendations to help the bank increase productivity and efficiency in handling fraud cases.
- Filed reports and locked down accounts promptly to minimize risk for the bank.
- Assisted clients with account openings, transactions, and inquiries, enhancing overall customer satisfaction.
- Ability to file reports and lock down accounts in a timely manner to minimize risk for the bank.
- Assisted clients with account openings, transactions, and inquiries to enhance customer satisfaction.
- Provided comprehensive support for loan processing, ensuring accuracy and compliance with regulations.
Loss Mitigation Specialist
Connex Credit Union
06.2026 - Current
- Developed customized repayment plans to assist borrowers in avoiding foreclosure.
- Analyzed borrower financial situations to recommend appropriate loss mitigation options.
- Facilitated communication between borrowers and internal departments to streamline processes.
- Reviewed loan files for compliance with regulatory requirements and internal policies.
- Remained updated with the latest information related to mortgage products and services being offered.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Played a key role in reducing the organization''s overall exposure to financial risk by successfully implementing targeted loss mitigation strategies that minimized potential losses on troubled loans.
Desk Clerk
American Financial Solutions
01.2011 - 01.2014
- Managed front desk operations to facilitate seamless check-in and check-out experiences.
- Delivered exceptional customer service by promptly addressing inquiries and resolving issues.
- Entered data into systems accurately
Education
Associate's in Applied Science - OTA
Lincoln College of New England
Southington, CT01-2015
Associate of Applied Science - General Studies
Naugatuck Valley Community College
Waterbury, CT01-2013
Skills
- Data management
- Document management
- Problem resolution
- Conflict resolution
- Process optimization
- Organizational skills
- Process improvement
- Data analysis
- Client relations
- Issue resolution
- Client interaction
- Active listening
- Critical thinking
- Relationship building
Accomplishments
- Customer Relations - Achieved the highest ratings for customer satisfaction across the entire company.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
Timeline
Loss Mitigation Specialist
Connex Credit Union
06.2026 - Current
Universal Banker/ Fraud Associate
M & T Bank
10.2022 - 03.2026
Customer Service Representative
Eastern Account Systems
02.2018 - 01.2022
Service Associate
Mcdonald's Corporation
01.2016 - 01.2020
Cashier Associate
Kmart Corporation
01.2015 - 06.2017
Desk Clerk
American Financial Solutions
01.2011 - 01.2014
Associate of Applied Science - General Studies
Naugatuck Valley Community College
Associate's in Applied Science - OTA
Lincoln College of New England
Section name
If there is any other information that may be required please feel free to reach out via text, call, or email.
Work History
01-2022