Victoria Gastelum

Inglewood

Summary

Customer Service Specialist prepared to drive results and enhance customer experiences. Skilled in resolving complex issues, managing administrative tasks, and maintaining high level of professionalism. Focused on team collaboration and adapting to changing needs. Known for excellent communication, problem-solving abilities, and strong work ethic.

Overview

years of professional experience

Work History

Customer Service Administrator II - VSC

American Honda Motors

07.2022 - Current

Collaborate with team members and management to process customer correspondences
Process reimbursement requests for customers, dealers, and lenders while adhering to various state regulations and internal policies and procedures
Translation of English documents to Spanish
Resolve customer discrepancies with regards to dealer or lender errors on reimbursements and or delays - Perform miscellaneous tasks as assigned
Distribute daily work assignments to associates through department email inbox
Research valid mailing addresses for returned checks and process deposit for transfer checks
UAT testing for the transition of the new Peoplesoft Financials

Customer Accounts Representative

AHFC / Honda Financial Services

06.2021 - 07.2022

Addressed an average of 90 cases regarding customer’s financed and leased vehicles with HFS
Handled about 80 calls a day on past due accounts to bring them current
Accurately provided information to address concerns, troubleshoot issues and resolved complaints by utilizing CASS, ACI, and SalesForce
Requested all pertinent details to ensure proper escalation process was followed with high-priority cases
SME for Region 1 Demand queue, distributed work to department associates to complete each week, while being assigned to work with Lease Maturity Center to assist with extensions
Utilized knowledge as an ECAR to train new hires on CASS, ACI, Salesforce and CSAT and basic call structure

Customer Service Representative - VSC

AHFC (Techlink Systems)

08.2019 - 05.2021

Provide assistance to contract holders with cancellations of service contracts
Collaborate with team members and management to process customer correspondences
Resolve customer discrepancies with regards to dealer or lender errors on reimbursements and or delays
Perform miscellaneous tasks as assigned

Education

Bachelor of Science - Agri-Business, and Food Industry Management, Agronomy

CALIFORNIA STATE POLYTECHNIC UNIVERSITY

Pomona, CA

12.2018

Skills

Proficient in Microsoft Word
Proficient in PowerPoint
Detail Oriented
Knowledgeable with AHFC software
Data entry

Knowledgeable with CASS
Complaint handling
Knowledgeable with PeopleSoft
Customer focus
Knowledgeable with CICS

Languages

Spanish

Native or Bilingual

Timeline