Yulma Lopez
Rockford,IL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Resolution Specialist
JPMorgan Chase
Elgin, IL
10.2021 - Current
- Worked directly with clients regarding applications that were declined, and provided further steps on how to submit successful requests.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance process efficiency and service delivery.
- Facilitated conflict resolution sessions between customers and internal departments effectively.
- Provided guidance and support to team members on complex customer issues regularly.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Assisted customers with inquiries and complaints, providing timely resolution to customer issues.
- Drafted correspondence to customers regarding resolutions of their issues.
- Researched complex customer service requests involving multiple departments and personnel within the organization.
- Provided feedback on processes used by other departments that could impact the overall satisfaction of customers.
Commercial Card Claims Specialist (Disputes and Fraud Recovery)
JPMorgan Chase
01.2019 - 10.2021
- Performed investigations regarding both dispute and fraud claims submitted by the Cardholder or Program Administrator on their Commercial Card Account.
- Responsible for researching credit card disputes received from our Commercial Clients, building a case to successfully recover funds back from issuing banks.
- Gathered appropriate data from internal and third-party systems to substantiate transaction validity, evaluated information gathered to determine the appropriate course of action.
- Completed daily workload of chargeback claims within the allotted time standards.
- Tracked and reported data related to case work using Excel and Word.
- Processed chargebacks directly through Mastercard and Visa systems.
- Prepare accurate and appropriate response to claims using verbal and written communication skills.
- Assisted customers via email and telephone to provide information about the status of their claim.
- Coordinated with internal teams to resolve claim discrepancies effectively.
- Utilized claims management software to track and document case progress.
Data Entry Specialist
JPMorgan Chase
01.2018 - 01.2019
- Processed applications and created accounts for cardholders in need of a commercial account into bank software.
- Entered application data into bank database to create accounts.
- Executed daily reports using advanced Excel spreadsheet functions.
- Contacted customers to resolve any issues with their applications/requests.
- Transmitted work electronically to other departments upon client’s request.
- Researched further information for incomplete documents.
- Maintained department mailbox and executed applications from mailbox into department wide used tool named the CRS tool.
Commercial Card Customer Service Specialist
JPMorgan Chase
01.2016 - 01.2018
- Assisted cardholders with inquiries, payments, website platforms and issues/escalations they were having regarding their Commercial Accounts.
- Assisted customers via telephone to provide information about product/services and maintained their accounts.
- Kept records of customer interactions, recording details of inquiries, complaints, or comments as we as actions taken.
- Ensured that appropriate changes were made regarding issues customers were dealing with.
- Collected payments or arranged payments towards cardholder’s accounts.
- Assisted with password resets and website inquiries cardholders had.
- Assisted with declines and possible solutions to prevent the cardholder from having the same issue.
- Blocked and reissued cards that were either lost/stolen or compromised with fraud on the account.
- Initiated disputes cardholders had with a merchant regarding a transaction they had on their account.
Collector
Nationwide LLC
01.2015 - 01.2016
- Worked on an automated dialer that dialed out to clients that were 30 days past due to collect their payment on their car loan.
- Collected payments by phone via card or bank account.
- Assisted customers with inquiries and complaints on their accounts.
- Arranged payments or payment plans based on the customers financial situation.
- Notified customers of delinquent accounts by mail or telephone.
- Advised customers of necessary actions and strategies for their debt repayment.
- Persuaded customers to pay amount due for the month on their car loan.
Cashier/Operator
Nationwide LLC
01.2015 - 01.2016
- Collected payments via cash or check through drive thru at the facility, and forward calls to collectors or the appropriate department.
- Received payments and applied to accounts.
- Issued receipts, refunds, credits, or change due to the customer.
- Greet customers.
- Forwarded calls to collectors for the customer in need of making a payment or the appropriate department the customer was looking to speak with.
Hostess
Elgin Country Club
01.2014 - 01.2015
- Greeted customers as a hostess, took and served the orders in an outside environment, also worked special events as a server/bust girl.
- Greeted customers when entering the dining room and showed them their table.
- Worked as a bust girl (cleaning tables and counters) when additional assistance was required.
Waitress
Elgin Country Club
01.2014 - 01.2015
- Took orders from customers for food and/or beverages.
- Served meals to customers and prepared any specialty dishes the customer desired.
- Cleaned tables and counters once the customer was finished with their meal.
- Rolled silverware, set up food stations and dining areas to prepare for the next party.
- Worked special events such as weddings, golf tournaments, etc... serving food and drinks.
Education
High School Diploma -
Skills
- Bilingual
- Customer Service
- Data Entry
- Computer Skills
- Problem Solving
- Decision Making
- Ability to work independently
- Ability to pay close attention to detail
- Microsoft Office Skills
Accomplishments
- Proactively expanded role to perform two additional job responsibilities without leadership guidance.
- Processed changes in policies/procedures to ensure the most up to date processes are followed.
- Handled escalations regarding predicaments clients were facing.
- Converted the Prepaid Claims Manual to the proper KIPP Procedures format.
- Lead team meetings to review updates made to the procedures with the Prepaid team to ensure the most up to date processes are followed.
Languages
English
Professional
Spanish
Limited
References
References available upon request.
Timeline
Resolution Specialist
JPMorgan Chase
10.2021 - Current
Commercial Card Claims Specialist (Disputes and Fraud Recovery)
JPMorgan Chase
01.2019 - 10.2021
Data Entry Specialist
JPMorgan Chase
01.2018 - 01.2019
Commercial Card Customer Service Specialist
JPMorgan Chase
01.2016 - 01.2018
Collector
Nationwide LLC
01.2015 - 01.2016
Cashier/Operator
Nationwide LLC
01.2015 - 01.2016
Hostess
Elgin Country Club
01.2014 - 01.2015
Waitress
Elgin Country Club
01.2014 - 01.2015