Jeanine Seguro
Fontana
Summary
I seek challenging opportunities where I can fully use my skills and years of experience to be an asset to an organization.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Guild Mortgage Company
08.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Participated in training programs to enhance product knowledge and customer service skills.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Maintained up-to-date knowledge on ever-changing regulations within the escrow and real estate industries, ensuring full compliance at all times.
Energy Advisor
Southern California Edison
02.2017 - 07.2023
- Answer calls at a high call volume, complete turn on/ turn off request, submit and check new and existing trouble order and work requests, research accounts to provide accurate information to customers, check on power outages and provide safety precautions when neccassary, follow up/ call backs when needed or required, process payments, apply payment arrangements/ extensionsif available, thoroughly go through electricity usage so customers have a better understanding of their bill while using all my resources, reach out to trouble men feild reps and supervisors when neccassary, always remained friendly kind and supportive on each and every call
- Multi task with multiple computer screens and applications
- Reviewed and processed inbound and outbound calls each day.
- Made outbound calls to vendors and customers to discuss and resolve account needs.
Business Card Specialist
Bank of America
06.2013 - 01.2017
- Provided all information requested by the customer: inquiry on available credit, current and previous balances, inquiries on interest rates, add or removed card holders
- Started fraud/ unknown transaction claims, researced and called vendors for additional information
- Increase/ decreased credit lines, Submit balance and acf transfers
- Resolved all complaints and issues, Submitted further research requests if needed
Phone Banker
Wells Fargo Bank
06.2011 - 05.2013
- Answer calls at a high call volume, resolve customer complaints/ issues promptly and effectively, profile accounts and make valid sales referrals, used my resources to provide current information, multi task with multiple computer screens and applications, maintained an excellent balance of sales referrals and phone handle time while providing excellent service to all
Education
High School Diploma -
Rowland Heights High School
05.2013
Skills
- 10 key punch
- MS Office
- Word
- Power Point
- Excel
- Outlook
- Typing Speed= 45wpm
- Great listener
- Communicator
- Multi task
- Active listening
- Critical thinking
- Inbound and outbound calls
- Outbound sales
Timeline
Customer Service Representative
Guild Mortgage Company
08.2024 - Current
Energy Advisor
Southern California Edison
02.2017 - 07.2023
Business Card Specialist
Bank of America
06.2013 - 01.2017
Phone Banker
Wells Fargo Bank
06.2011 - 05.2013
High School Diploma -
Rowland Heights High School
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