Victoria Villalpando
Summary
Seeking the role as a Member Service Representative to utilize my 9 year member service and sales experience. Through the utilization of time management and organization skills, I will identify customer needs and use my core values of serving and compassion to support the demand of a dedicated member service representative.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Deposit Disputes COE
USAA Federal Savings Bank
San Antonio, TX
09.2023 - Current
- Managed high-volume calls in fast-paced contact center environment, delivering exceptional service
- Interact with members to detect and confirm potential fraud, while informing and supplying resources for online digital tools through self-service.
- Coordinate multi-tasking efforts and implement internal procedures to address risk and efficiently handle member inquiries related to disputes, ensuring member satisfaction.
- Submitted member disputes with detailed documentation to facilitate efficient investigations.
Ensured compliance with REG E regulations during dispute resolution processes.
Addressed disputes promptly upon notification of issues, maintaining operational integrity. - Analyze existing dispute cases, supplying outcomes to members to alleviate concerns regarding dispute resolutions
Warehouse Ops/Customer Service Representative
VSC Distributing
San Antonio, Texas
05.2020 - 09.2023
- Assisted customers with inquiries and product information efficiently.
- Processed orders and managed returns using company software.
- Resolved customer complaints through effective communication and problem-solving skills.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Server
Bubbas 33
07.2019 - 04.2020
- Greeted guests and patrons, offered appropriate seating arrangements, provided recommendations, and presented menus
- Relayed orders to the kitchen and ensured all orders were filled in a timely and accurate fashion
- Provided estimated wait times for guests, monitored the guests waiting list, and ensures that the needs of the guests were met while they were waiting
- Relayed guests' comments or suggestions to management team
- Handled company cash requirements
Digital Content Moderation
Taskus
07.2018 - 06.2019
- Ensured high quality and safe experience across a social media family
- Reviewed and analyzed data ensuring that it follows social media business intelligence excellence
- Carefully monitored abuse of social media site or application
- Proactively communicated regular updates, concerns, trends and the impact of changes to all internal stakeholders
Server, Hostess, Bartender
54th Street
04.2016 - 04.2018
- Set up dining rooms and made reservation arrangements
- Provided estimated wait times for guests, monitored the guests waiting list, and ensures that the needs of the guests were met while they were waiting
- Received guests' orders and verified age identification for all alcoholic beverage orders
- Maintained all state requirements for health and liquor certifications
- Conducted inventory for bar supplies and products, and created reorder reports for manager
- Continually analyzed customer behavior and alcohol consumptions; persuaded intoxicated customers to stop drinking or to call a taxi in order to ensure customer safety and limit liability for the restaurant
Education
HIGH SCHOOL DIPLOMA -
HARLANDALE HIGH SCHOOL
05-2017
Skills
- Strong oral and written communication
- Problem solving through critical thinking
- Attention to detail
- Adaptability
- Complaint resolution
- De-escalating
- Knowledge of banking regulations
- Time management
- Bank Operations
Certification
- Reg E
Timeline
Deposit Disputes COE
USAA Federal Savings Bank
09.2023 - Current
Warehouse Ops/Customer Service Representative
VSC Distributing
05.2020 - 09.2023
Server
Bubbas 33
07.2019 - 04.2020
Digital Content Moderation
Taskus
07.2018 - 06.2019
Server, Hostess, Bartender
54th Street
04.2016 - 04.2018
HIGH SCHOOL DIPLOMA -
HARLANDALE HIGH SCHOOL