Susana Becerra
Bellflower
Summary
to join and advance in a progressive organization that will utilize my strong leadership computer and interpersonal skills
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Wells Fargo Bank
El Monte
03.2020 - 04.2021
- Managed over 70 calls daily, addressing inquiries on checking and savings accounts.
Assisted customers with money transfers and claims for online banking services.
Updated client account information and modified account titles as requested.
Presented customers with options to enhance service experience.
Multitasked across various systems to ensure efficient handling of deposits.
Maintained accuracy while managing multiple tasks in a fast-paced environment. - Assisted customers with account inquiries and transaction issues.
- Educated clients on banking products and services available.
- Resolved customer complaints through effective communication techniques.
Account Specialist
Lobel Financial
Anaheim
04.2018 - 03.2020
- Delivered professional customer service for collections issues via inbound and outbound calls.
Resolved customer discrepancies and short payments to enhance account accuracy.
Enlisted supervisor support to expedite collections processes when necessary.
Monitored and maintaind assigned accounts, focusing on high-risk cases.
Conducted skip tracing for repossession accounts to recover assets efficiently.
Managed billing issues and charges while coordinating repossession of vehicles.
Senior Collector II
Bank of America Corp.
Brea
03.2017 - 05.2017
- Collections & recovery operations environment handled routine outbound/inbound calls any stage of delinquency customer service submitting extensions request and other loss mitigation and recovery activities contact delinquent or high risk customers in order to secure payment and determine reason for delinquency on active or inactive loan deposit and or credit card account established full balance repayment plans or settlements
- Managed delinquent accounts to minimize risk and ensure compliance with banking regulations.
- Communicated with clients regarding payment arrangements and account status updates.
- Resolved disputes and escalated issues to appropriate departments for further action.
Collections Agent
Conifer Health
Anaheim
11.2016 - 03.2017
- establish time paments plans reset time payment plans make phone calls and negotiate payment plans on accounts in accordance to client policy and department practices research accounts withe defaulted time payments plans determine appropriate work efforts and update accounts accordingly to continue th erevenue cycle make phone calls and send letters to patients as needed in accordance with department practices research accounts on work list with non time payments primary status and update accounts accordingly to continue in the revenue cycle collaborate with supervisor to identify trend and potential opportunity for automation process updates and training other duties ws assigned by management invoiced insurance accordingly
Collections Representative - Bilingual
AT&T
Commerce
09.2004 - 10.2015
- customer service call center collections taking calls ranging between 100 - 200 daily billing cancelling/re billing establishing /re-establishing accounts for customers translating orders for service technicians managing uverse accounts directory assistance operator assisted in translation spanish speaking customers with 611 repair department assisted customers with placing long distance calls offered general information to consumer callers use of database to search for customer requests offered general information to consumer callers
- Negotiated payment plans to assist customers in settling overdue accounts.
- Managed customer inquiries regarding account balances and payment options.
- Documented customer interactions in the CRM system for record-keeping.
Education
High School Diploma -
Millikan High School
Long Beach, CA06-1994
Skills
over 12 years of call center experience fluent in spanish detail orientation and the ability to learn, retain and apply considerable amounts of information well versed in microsoft Office word, excel, outlook ability to work in collaborative team oriented environment type 45 - 50 wpm ability to multi-task with various applications in a fast-paced environment customer oriented data entry and 10 key touch
- Conflict resolution
Timeline
Customer Service Representative
Wells Fargo Bank
03.2020 - 04.2021
Account Specialist
Lobel Financial
04.2018 - 03.2020
Senior Collector II
Bank of America Corp.
03.2017 - 05.2017
Collections Agent
Conifer Health
11.2016 - 03.2017
Collections Representative - Bilingual
AT&T
09.2004 - 10.2015
High School Diploma -
Millikan High School