Stephanie M. Rivera
El Paso,TX
Summary
Professional in financial operations with valuable experience in resolving account discrepancies and enhancing customer relationships. Proven track record of collaborating effectively with team members to meet targets and adapt to changing priorities. Recognized for problem-solving abilities and keen attention to detail.
Overview
7
7
years of professional experience
Work History
Account Resolution Representative
Wells Fargo Auto
10.2020 - 05.2023
- Work on manual and auto dialer for inbound and outbound calls.
- Use CCT tool to confirm can dial out number on account.
- Did light skip on the accounts by filtering, using ICMP or SS# search.
- Assist customers with payment arrangements to resolve delinquency on their loan.
- Created detailed documentation for each case handled, ensuring proper record-keeping for future reference or audits purposes.
- Contributed to team success by proactively identifying areas for improvement and implementing solutions to enhance overall performance.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Conducted thorough research on complex cases to provide accurate information and facilitate informed decision-making.
- Mentored junior staff members, sharing expertise in effective communication techniques and conflict resolution strategies for better results.
Account Resolution Specialist
Wells Fargo Dealer Services
09.2017 - 10.2020
- Work on an auto dialer taking inbound and outbound calls.
- Assist customers with their needs to resolve the delinquency on their auto loans.
- Processed deferments on eligible accounts.
- Volunteered on side by sides to properly train new or returning employees.
- On December 2018 worked in the TCPA department worked on accounts without cellphone consent or any good numbers.
- Did light skip on the accounts by filtering, using ICMP or SS# search.
Collector 1
Wells Fargo
07.2016 - 08.2017
- Worked on an auto dialer taking inbound and outbound calls.
- Helped customer's with payment arrangements.
- Assisted in training new employees by doing side by sides.
- Responsible for meeting weekly and monthly metrics set by management.
Education
High School Diploma -
Valley High School
UtahSkills
- High volume Call Center Experience
- Client relationship building
- Documentation skills
- Inbound call management
- Goals and performance
- Call center experience
- System maintenance
- Records management
- Active listening
- Complaint resolution
- Payment processing
- Administrative support
- Data collection
- Staff training
Timeline
Account Resolution Representative
Wells Fargo Auto
10.2020 - 05.2023
Account Resolution Specialist
Wells Fargo Dealer Services
09.2017 - 10.2020
Collector 1
Wells Fargo
07.2016 - 08.2017
High School Diploma -
Valley High School
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