Virginia De La Cruz-Wilcox

• I was responsible for guiding customers through activation process of debit cards over the phone.
• Ensuring their cards are ready for use,answering questions from members regarding debit card features,benefits and usage.
• Addressing adn resolving issues such as card malfunctions, PIN resets, and transaction inquires.
• Providing a positive and helpful experience for customers, ensuring they feel supported and resolved of their issues efficiently.
• Leveraged strong analytical skills to troubleshoot and resolve technical issues related to online banking platforms, ensuring a positive user experience for clients.
• Built strong relationships with clients through attentive listening, empathetic communication, and sound financial advice.
• Exceeded performance metrics consistently by delivering exceptional financial services support to clients.
• Collaborated with colleagues to develop new strategies for optimizing customer service solutions in the finance sector.
• Maintained strict confidentiality when handling sensitive client data, adhering to regulatory requirements and company policies at all times.

• Executed quality customer service through fast responsiveness ,reliability, assurance and professionalism, increasing sales.
• Handled over 100 routine and complex policy holders inquires, regarding signature authorization, benefits, general assistants.
• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
• Met customer call guidelines for service levels, handle time and productivity.

• Handled 90 + calls daily, with duties , including signing up new customers, retrieving customers data.
• Presenting relevant product information
• Canceling service with customer data.

Suggested a new tactic to persuade customers to stay with company.

Memorizing entire line of company product and services, including prices and special discounts.

Provided basic technical support for clients on a wide range of company products and resolving issues at a 90% rate.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
• Oversaw daily fraud monitoring activities, ensuring continuous protection for customers.
• Streamlined fraud claims process, enhancing customer satisfaction during stressful situations.
• Conducted thorough investigations into suspicious account activities, mitigating potential financial losses.
• Improved customer trust by promptly addressing and resolving reported instances of fraud.
• Performed risk assessments to determine level of fraud risk and prioritize investigations.

• Collaborated with team members to improve overall customer service experience.
• Drafted letters, charts and financial reports to keep staff informed of progress.
• Assisted in the onboarding process for new customers, providing comprehensive support during account setup.
• Created sales objectives and strategies to help struggling teams increase productivity and meet sales metrics.
• Implemented proactive outreach initiatives to keep customers informed about relevant product updates or changes in service terms.
• Conducted regular account reviews with clients to assess satisfaction levels and identify areas for improvement.

• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
• Maintained up to date knowledge of products and service.
• Handled customer calls and responded to queries about service, product, promotions and billing services.
• Handled the customer calls ,despite the degree of difficultly in a courteous and business like fashion.
• Improved resolution time with effective problem-solving for customer complaints.

• Maintained accurate records of all collection activities, ensuring compliance with federal and state regulations.
• Provided exceptional customer service during all interactions, reinforcing a positive brand image for the company.
• Developed strong working relationships with cross-functional teams to support proactive identification and resolution of potential collection issues.
• Analyzed trends in delinquent accounts to identify areas for improvement in the overall collections strategy.
• Resolved the Billing issues for Customers on a case to case basis.
• Educated customers on available financial assistance programs, helping them manage their debt obligations more effectively.
• Regularly monitored accounts to identify overdue balances and potential areas of risk.