Karina Aranda
Redlands
Summary
Knowledgeable and dedicated customer service professional with 8+ years of extensive experience in handling incoming calls, resolving customer issues and accurately and effectively navigating company systems. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Overview
9
9
years of professional experience
Work History
Bilingual Customer Service Representative
Southern California Gas Company
01.2021 - Current
- Communicate with English/Spanish speaking customers via inbound calls
- Accurately and efficiently handle a variety of call types such as issuing field orders, taking emergency calls, answering complex billing inquires
- Follow company guidelines, procedures and safety protocols on every call and in the workplace
- Highlights/Accomplishments:
- Rated 'expert' level on call my call performance by CCC Performance Advisor in October
- My HBI call was selected and utilized in an CCC HBI refresher course in 2022 to demonstrate how to correctly analyze and successfully complete a high bill investigation
- Received a CCC Spotlight Good Job Alert in October 2022 for providing excellent customer service resulting in a customer compliment
- Serve English and Spanish speaking customers primarily through inbound calls by providing accurate product and service information
- Resolve product and service issues on a first call resolution basis
- Fully analyze the customer's account in order to provide an appropriate resolution for both the customer and the company's needs
Collections Customer Service
Toyota Financial Services
11.2018 - 12.2020
- Responsible for account handling, maintenance and collection for assigned portfolios while also taking inbound/outbound calls
- Retrieve payment history from systems and clearly communicate status of the account with customers and business partners
- Analyze account characteristics and work with customers in advanced collections to resolve issues and negotiate as necessary to reduce delinquency and mitigate losses
- Document all activities clearly and concisely in all appropriate systems
Loan Advisor
Bridgecrest
09.2017 - 10.2018
- Manage a monthly portfolio of approximately 120 delinquent accounts while also assisting customers on inbound calls
- Effectively analyze a financial plan to maintain the customer's account to a current status and/or avoid further collections and communicate plan with customers
- Ensure research is conducted on a daily basis on accounts with minimal to no contact by utilizing all resources available, thus generating effective contact with customers and increasing revenue
- Accountable for reducing delinquency for assigned accounts and meeting or exceeding monthly collection goals
Executive Relations Analyst
Verizon Wireless
06.2015 - 08.2017
- Resolve complex inbound customer cases received via phone/hotline, email, company executives, and Government Agencies
- Develop appropriately written responses to customers, executives and Government
- Agencies that reflect the company's commitment to quality while also ensuring that action has been taken to resolve the customer's concern
- Write formal case resolution recaps to executives detailing the root cause of the escalation, findings, resolution, coaching feedback provided to the frontline, and any process improvement opportunities identified
- Effectively manage case load within the Executive Office's expectations through multi- tasking, time management, prioritization and self-discipline
Education
Associate of Arts - English
Arizona Western College
Skills
- Quality Focused, Results Oriented, Extensive Customer Service Experience, Exceptional
- Call Management
- Problem-Solving
- Attention to Detail
- Quality Assurance
- Positive Attitude
- Active Listening
Timeline
Bilingual Customer Service Representative
Southern California Gas Company
01.2021 - Current
Collections Customer Service
Toyota Financial Services
11.2018 - 12.2020
Loan Advisor
Bridgecrest
09.2017 - 10.2018
Executive Relations Analyst
Verizon Wireless
06.2015 - 08.2017
Associate of Arts - English
Arizona Western College
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