Zulma Villatoro
Summary
Detail-oriented professional with extensive experience in customer service. Proven ability to handle diverse call types and ensure customer satisfaction through effective communication and problem resolution. Strong work ethic, adaptability, and exceptional interpersonal skills.
Overview
7
7
years of professional experience
Work History
Bilingual Know Your Customer Associate
Bank of America
Addison, USA
09.2024 - Current
- Executed periodic reviews of customer profiles to ensure compliance with bank and federal regulations, mitigating potential risks.
- Verified case information for accuracy and completeness, enabling timely review by back office or regulatory authorities.
- Managed diverse call types, including RCW, OFAC (Office of Foreign Asset Controls), GES (Global Economic Sanctions), Zelle & Wire sanctions and GACT (Global Account Closure Team).
- Facilitated effective communication through handling inbound and outbound calls to support client needs.
- Recorded detailed case information to ensure thorough completion and support necessary follow-up.
Bilingual Fraud Hotline Specialist
JPMorgan Chase
Plano, USA
08.2022 - 05.2024
- Specialized in handling deposit reviews, electronic money movement, and claims to improve customer service outcomes.
- Managed inbound call operations in a call center, resolving inquiries related to disputes, holds on checks, Zelle, and wire transfers.
- Executed account closures in response to identified fraudulent patterns and verified suspicious activities.
- Managed inbound call operations in a call center environment, addressing customer and business inquiries regarding disputes, holds on checks, Zelle, and wire transfers.
- Executed account closures for identified fraudulent patterns, ensuring verification of suspicious activities.
Bilingual Customer Service Representative
North Texas Tollway Authority
Dallas, USA
05.2019 - 07.2022
- Achieved high standards in call speed, accuracy, and volume, contributing to improved customer service efficiency.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Listened actively to customers, resolved concerns promptly, and escalated major issues to supervisor as needed.
- Drove customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Education
High School Diploma -
Irving High School
Irving, TXSkills
- Regulatory compliance
- Effective Communication
- Telephone and email etiquette
- Detail-oriented
- Goal oriented
- Fast Learner
- Determined
- Reliable
Languages
- Spanish
- English, Native or Bilingual
- Spanish, Native or Bilingual
Timeline
Bilingual Know Your Customer Associate
Bank of America
09.2024 - Current
Bilingual Fraud Hotline Specialist
JPMorgan Chase
08.2022 - 05.2024
Bilingual Customer Service Representative
North Texas Tollway Authority
05.2019 - 07.2022
High School Diploma -
Irving High School