Melissa Reyes
San Bernardino
Summary
Dynamic professional with extensive experience at Wells Fargo, excelling in collections compliance and customer relationship management. Proven track record in negotiating payment plans and resolving disputes effectively. Adept at training teams and enhancing operational efficiency through attention to detail and strong problem-solving skills. Committed to achieving high customer satisfaction and operational excellence.
Overview
19
19
years of professional experience
Work History
Senior Account Resolutions Collector
Wells Fargo Home Mortgag
San Bernardino
06.2019 - Current
- Facilitated repayment by engaging delinquent account holders through approved channels.
- Managed customer accounts by updating records and collecting payment details.
- Investigated and resolved payment issues and account discrepancies to improve accuracy.
- Collaborated with customer service teams to address debtor inquiries efficiently.
- Established personalized repayment schedules based on individual financial situations.
- Ensured compliance with federal and state collections laws throughout all processes.
- Participated in meetings to strategize enhancements in collections efforts.
- Investigated customer complaints regarding quality issues and implemented corrective actions.
Operations Processor2 NRC - Redemptions/Reinstatements
Wells Fargo Dealer Services
Rancho Cucamonga
02.2016 - 06.2018
- Demonstrated strong attention to detail and accuracy in all tasks.
- Provided training support for new hires to enhance team performance.
- Executed tasks efficiently in fast-paced call center environment.
- Utilized various software tools to streamline processes and enhance productivity.
- Achieved high customer satisfaction by identifying creative solutions to issues.
- Leveraged advanced technical skills to troubleshoot complex problems effectively.
- Possessed knowledge of dealers' services systems including Cars, AFS, ITOP, and Auto IMS.
- Communicated clearly through verbal and written channels to ensure effective information transfer.
Administrative Assistant
On Call Staffing
Pomona
09.2015 - 12.2015
- Executed data entry tasks with precision and meticulous attention to detail.
- Scheduled appointments for loan officers, enhancing daily operational efficiency.
- Managed multiple phone lines to ensure prompt and efficient call handling.
- Assisted with accounting functions to uphold accurate financial records.
Customer Service Senior Representative
Wells Fargo Home Mortgage Call Center
San Bernardino
04.2010 - 01.2015
- Led team in handling escalated calls, resolving issues promptly and efficiently.
- Trained new hires and supported Customer Representatives in skill advancement.
- Maintained high-value client portfolio through effective relationship management.
- Negotiated payment terms, fees, contracts, and escrow arrangements for optimal outcomes.
- Prepared financial documents and repayment plans for loan conversions.
- Cross-sold bank products, refinancing options, insurance, identity theft protection, and home equity services.
- Maintained accurate records for work order resolutions while liaising with taxing authorities and insurance companies.
Customer Service
Kelly Temporary Services
San Bernardino
05.2009 - 04.2010
- Completed training to advance as Customer Service Representative at Wells Fargo Home Mortgage.
- Processed payments and cross-sold bank products, refinancing options, insurance plans, identity theft protection, and home equity services.
- Maintained accurate records for work order resolutions, liaising with taxing authorities, assessor's office, insurance providers, title companies, and escrow firms.
Supervisor
Pacific Monarch Resorts
Riverside
11.2006 - 05.2009
- Supervised a team of 16 members to enhance operational efficiency.
- Scheduled appointments for time share company to optimize client engagement.
- Maintained attendance records and time sheets for accurate tracking.
- Conducted team meetings to promote collaboration and address concerns.
Skills
- Collections compliance and law knowledge
- Payment negotiation and plan coordination
- Dispute and conflict resolution
- Data entry accuracy
- Software utilization and proficiency
- Performance training and development
- Customer relationship management
- Effective communication skills
- Attention to detail
- Problem solving and critical thinking
- Outbound calling and engagement
- Team collaboration and teamwork orientation
- Active listening and empathy
- Professional demeanor and tactfulness
- Time management expertise
Timeline
Senior Account Resolutions Collector
Wells Fargo Home Mortgag
06.2019 - Current
Operations Processor2 NRC - Redemptions/Reinstatements
Wells Fargo Dealer Services
02.2016 - 06.2018
Administrative Assistant
On Call Staffing
09.2015 - 12.2015
Customer Service Senior Representative
Wells Fargo Home Mortgage Call Center
04.2010 - 01.2015
Customer Service
Kelly Temporary Services
05.2009 - 04.2010
Supervisor
Pacific Monarch Resorts
11.2006 - 05.2009
Similar Profiles
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
JACQUELINE PROWELLJACQUELINE PROWELL
Lending Officer at Wells Fargo Bank Home MortgageLending Officer at Wells Fargo Bank Home Mortgage
Debbie FincherDebbie Fincher
Home Mortgage Consultant at Wells Fargo Home MortgageHome Mortgage Consultant at Wells Fargo Home Mortgage
Evelyn RojasEvelyn Rojas
Caregivers at IHHSCaregivers at IHHS
Reann GonzalesReann Gonzales
Project Administrator at GJ Gentry General EngineeringProject Administrator at GJ Gentry General Engineering