Wendy Hurtado
JPMorgan Chase
Streamwood,IL
2
Languages
1
Certification
19
years of professional experience
Results-oriented Senior Account Specialist experienced in customer engagement and issue resolution. Achieved enhanced client satisfaction through tailored solutions and proactive communication, while effectively managing client accounts and resolving complex issues. Focused on optimizing processes and supporting team objectives, contributing to customer loyalty and retention.
Work History
Senior Account Specialist
13 Years 10 Months- Led cross-functional teams in implementing new account management systems, enhancing operational efficiency.
- Developed training programs for junior staff, improving overall team performance and knowledge retention.
- Managed high-value accounts with exceptional attention to detail, ensuring all deliverables met or exceeded expectations.
- Optimized internal workflows for more efficient communication between departments and account teams.
- Identified potential risks within accounts, implementing preemptive measures to mitigate negative impacts on business operations.
- Improved client satisfaction by delivering tailored financial solutions and maintaining strong relationships.
- Enhanced customer retention by addressing concerns promptly and providing proactive support.
- Resolved escalated issues quickly, maintaining positive client relationships while safeguarding company interests.
- Established trust-based partnerships with clients by consistently demonstrating expertise in their industries and understanding their unique needs.
- Mentored junior team members, fostering a collaborative work environment and promoting skill development.
- Collaborated with cross-functional teams to optimize account performance and client satisfaction.
- Adhered to standards of quality and service as well as all compliance requirements.
- Set up new customer accounts and updated existing profiles with latest information.
- Reconciled customer accounts and identified discrepancies for further investigation.
- Contributed to team objectives in a fast-paced environment.
- Managed client accounts, ensuring timely resolution of issues and fostering strong relationships.
- Trained new staff on best practices for customer service and account handling.
- Analyzed customer feedback to identify trends and drive service improvements.
- Developed and maintained accurate records of customer interactions and transactions.
- Reduced customer complaints by implementing effective communication strategies.
- Facilitated clear communication between customers and internal departments such as billing or technical support for issue resolution.
- Maintained accurate records of customer interactions, ensuring timely follow-up on outstanding issues.
- Provided exceptional support during high call volume periods, ensuring continued quality service under pressure.
- Recognized as a top performer within the team, consistently meeting or exceeding performance metrics related to customer satisfaction.
- Completed routine and complex account updates to resolve problems.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Reviewed account activity to assess financial status and evaluate discrepancies.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into the system for interdepartmental access and review.
- Researched billing errors and discrepancies to initiate corrective action.
- Facilitated communication between clients and internal teams to expedite claim resolutions.
- Maintained accurate records of claims data, enhancing tracking and reporting accuracy.
- Improved customer satisfaction levels by providing timely, accurate, and empathetic support during the claims process.
- Provided exceptional customer service through clear communication, empathy, and proactive problem-solving during difficult situations.
- Continuously improved personal performance by seeking feedback from peers, supervisors, and clients for self-improvement and growth.
- Reduced claim resolution times with thorough investigations and prompt communication with involved parties.
- Boosted departmental productivity by cross-training on various roles within the claims team, providing backup support as needed.
- Minimized risk exposure by conducting detailed fraud investigations on suspicious claim submissions.
- Expedited payments to clients by accurately calculating settlements based on policy terms and damage assessments.
- Followed up with customers on unresolved issues.
- Calculated adjustments, premiums and refunds.
- Collaborated with cross-functional teams to enhance fraud prevention measures and protocols.
- Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with team members to improve the overall customer service experience.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns.
- Managed multiple customer accounts simultaneously, prioritizing tasks and managing time effectively.
- Built strong relationships with clients, vendors and stakeholders for loyal, profitable accounts.
- Managed customer inquiries using CRM systems, maintaining detailed records of interactions and solutions.
- Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
- Assisted customers in navigating online resources, guiding them toward self-service options when appropriate for quicker resolution times.
- Conducted thorough research on customer inquiries, providing comprehensive answers that addressed all aspects of the issue at hand.
- Handled escalated issues skillfully, de-escalating situations and finding resolutions that satisfied both the customer and the company.
- Provided exceptional customer service by actively listening to concerns and offering tailored solutions.
- Handled a high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.
- Stayed informed on company policies, product updates, and industry trends to provide accurate information to customers.
- Participated in training sessions regularly to stay current on company offerings and customer service best practices.
- Served as a liaison between customers and internal departments, facilitating communication to resolve issues promptly.
- Mastered various tools and platforms used for virtual support, enhancing overall productivity and effectiveness in assisting customers.
- Documented all interactions accurately in CRM systems, maintaining transparency within the organization regarding case status updates.
- Enhanced team morale and motivation through recognition of outstanding customer service achievements.
- Managed high call volumes with focus on quality and efficiency, maintaining customer satisfaction.
- Maintained up-to-date knowledge of product changes and updates, ensuring accurate information was provided to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
Partner Relations Coordinator
5 Years 5 Months- Cultivated strong relationships with partners to enhance collaboration and support initiatives.
- Streamlined processes for partner onboarding, increasing efficiency in program integration.
- Developed materials for partner outreach, improving clarity and effectiveness of messaging.
- Coordinated communication efforts, ensuring timely updates and engagement across teams.
- Collaborated with cross-functional teams to align partner strategies with ministry objectives.
- Trained new team members on best practices in partner relations management, improving overall team performance.
- Implemented innovative strategies to improve communication between partners and internal teams.
- Enhanced partner satisfaction by providing exceptional support and addressing their concerns promptly.
- Facilitated cross-functional collaboration between departments for effective coordination of partnership initiatives.
- Used various social media platforms for media and blogger outreach.
- Developed and implemented social media strategy to increase engagement and reach new audiences.
- Cultivated strong relationships with media representatives to secure widespread coverage and feature stories.
- Supported media planners in executing successful advertising campaigns across multiple platforms.
- Maintained well-organized records of all media purchases, contracts, and invoices for easy reference and tracking purposes.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Strengthened communication skills through regular interactions with others.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Cultivated long-term relationships with clients, enhancing customer satisfaction and retention.
- Analyzed client feedback to develop tailored solutions, improving service delivery and customer engagement.
- Served as the primary point of contact for all client-related matters, ensuring prompt resolution throughout each stage of the partnership.
- Established long-term partnerships with key clients through consistent engagement and understanding of their needs.
- Managed a diverse portfolio of clients, ensuring timely delivery of products and services aligned with their objectives.
- Managed customer relations on an ongoing basis to maximize customer retention.
Education
Bachelor of Arts - Pastoral Ministry/Biblical Studies
License Minister - Missions Field Studies
Real Estate License - Real Estate
Certified Nursing Assistant - Nursing Assistant
Skills
Industry expertise
Revenue generation
Account growth
Customer engagement
CRM software expertise
Client relations
Documentation management
Due diligence
Advertising management
Account administration
Account updating
Issue investigations
Research proficiency
Billing issue resolution
Financial software management
Creative problem-solving
Account investigations
Collaboration
Teamwork and collaboration
Problem-solving
Task prioritization
Attention to detail
Problem-solving
Multitasking
Multitasking
Communication skills
Customer satisfaction
Organizational skills
Active listening
Effective communication
Adaptability and flexibility
Decision-making
Financial transaction management
Self motivation
Product knowledge
Interpersonal skills
Analytical thinking
Conflict resolution
Professionalism
Interpersonal relations
Process improvement
Adaptability
Customer retention
Processing payments
Problem-solving aptitude
Order processing
Account management
Upselling techniques
Account servicing
Accomplishments
- Resolved product issue through consumer testing.
- Telephone Service - Efficiently handled over 80 calls daily, delivering information and service to guarantee customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Managed cash, check, credit, and automatic debit card transactions with flawless accuracy.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Certification
- CNA - Certified Nurse Assistant
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Account Specialist
JPMorgan Chase
10.2012 - CurrentRead More
Partner Relations Coordinator
Gregory Dickow Ministries
05.2007 - 10.2012Read More
Charis Bible College
Bachelor of Arts from Pastoral Ministry/Biblical Studies
Read More
Charis Bible College
License Minister from Missions Field Studies
Read More
William Rainey Harper College
Real Estate License from Real Estate
Read More
William Rainey Harper College
Certified Nursing Assistant from Nursing Assistant
Read More