Summary
Overview
Work History
Education
Skills
Leadership Recognitions Community Service
Timeline
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WALTER R. HODGES JR

San Antonio,TX

Summary

Knowledgeable and diverse Professional with a strong willingness to make a positive impact in the workplace, seeking a position that will foster career growth, use of my interpersonal skills set, and experience. Hands- on Experience working in fast-paced environments, training& developing employees. Recognized as a strong and proven leader willing to go the extra mile to establish and maintain positive relationships. Exceptional leadership, data entry, attention to detail, decision-making, time management, analytical, organizational, customer service.

Overview

18
18
years of professional experience

Work History

Service Agent II - Licensed

Goosehead Insurance Agency
11.2024 - Current
  • Pleasantly greeted customers and asked open-ended questions to better determine needs.
  • Maintained well-developed relationships with customers and fellow employees using strong problem-solving and positive engagement skills.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Fraud Specialist 1

JP Morgan Chase
03.2021 - Current
  • Demonstrate resiliency and extreme adaptability in a fast-paced environment
  • Possess strong customer focus with the ability to have detailed conversations with our customers
  • Take ownership of each customer interaction while treating customers with respect and responding with empathy
  • Demonstrate personal excellence including punctuality, integrity, and accountability
  • Approach problems logically and with good judgment to ensure the appropriate customer outcome
  • Make appropriate decisions on behalf of our customers quickly and effectively
  • Effectively prioritize work to ensure efficiency

Customer Success Specialist

Wells Fargo
10.2019 - 03.2021
  • Delivering a Best-in-class customer experience while adhering to work guidelines, policies, and regulations
  • Quickly answering customer inquiries via phone, responding to routine to moderately complex inquiries and resolving customer issues in a friendly and courteous manner
  • Excelling in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication
  • Navigating multiple computer system; researching and assessing customer needs and offering appropriate solutions

Customer Service Representative

Git It Collection
01.2016 - 10.2019
  • Received callers providing exceptional listening skills to determine the nature of their call-in order to clearly and precisely address their inquiries in a professional manner
  • Received numerous customer service awards for critical to quality accuracy, high turnovers, and increased customer renewals
  • Utilized Siebel software for data entry of customer service information for accuracy and quality control
  • Typed memos, correspondence, reports and other documentation including follow-up letters to customers to ensure their questions were addressed and to assure them of support throughout the life of their membership
  • Created customer satisfaction survey utilizing Microsoft Word to drastically reduce potential problems

HVAC Tech

All Seasons Comfort
09.2011 - 01.2016
  • Oversee installations
  • Troubleshoot and repair HVAC/R equipment
  • Apply local HVAC codes in a practical manner on each job
  • Provide excellent customer service
  • Provide technical support in the field
  • Collaborate with sales and engineering to develop product definitions responsive to customer needs and market opportunities
  • Layout, design, and install low-voltage wiring

Mail Processor

United Parcel Service (UPS)
10.2008 - 08.2011
  • Prepare incoming and outgoing mail for distribution
  • Examine, sort and route mail
  • Load, operate and occasionally adjust and repair mail processing, sorting and canceling machinery
  • Kept records of shipments, pouches, and sacks: other duties related to mail service

Forklift Operations

Smith Food Company
04.2007 - 05.2008
  • Operate powered industrial trucks to load and unload materials and deliveries move them to and from storage areas, machines and loading docks, into railroad cars, trucks or storage facilities

Education

Business Administration -

Texas A&M University
03.2025

Graduate - undefined

Judson High School
05.2022

Associates of Arts - Business Administration

San Antonio College
12.2018

A.A.S - Music Business

San Antonio College
05.2018

Graduate - undefined

Everest Institute
09.2010

Skills

  • Microsoft Office Suite
  • Windows
  • Audio/Video Software
  • Internet Applications
  • Avid Media Computer
  • Attention to detail
  • Workflow management
  • Computer skills
  • Strong work ethic
  • Customer service
  • Performance goals
  • Multitasking and organization

Leadership Recognitions Community Service

  • 2017, Music Business Marketable Skills Certificate
  • 2016 & 2017, Volunteer of the Fredstock Festival at San Antonio College

Timeline

Service Agent II - Licensed

Goosehead Insurance Agency
11.2024 - Current

Fraud Specialist 1

JP Morgan Chase
03.2021 - Current

Customer Success Specialist

Wells Fargo
10.2019 - 03.2021

Customer Service Representative

Git It Collection
01.2016 - 10.2019

HVAC Tech

All Seasons Comfort
09.2011 - 01.2016

Mail Processor

United Parcel Service (UPS)
10.2008 - 08.2011

Forklift Operations

Smith Food Company
04.2007 - 05.2008

Graduate - undefined

Judson High School

Associates of Arts - Business Administration

San Antonio College

A.A.S - Music Business

San Antonio College

Graduate - undefined

Everest Institute

Business Administration -

Texas A&M University
WALTER R. HODGES JR