Senior Customer Service

Veronica J. Rodriguez

Azusa, CA *****

Mobile: 626-***-**** Email: ad7ydz@r.postjobfree.com

OBJECTIVE Resourceful and efficient individual with a proven track record in remote customer service and data entry, aiming to contribute as a Healthcare Customer Service Paraprofessional. Known for excellent interpersonal skills, high-volume data management, and the ability to perform in fast-paced settings with minimal supervision. Committed to delivering outstanding support and professional service to enhance patient satisfaction and operational effectiveness in a remote healthcare setting.

SKILLS AND ABILITIES:

•Recognized for excellent customer service skills and relationship building

•Strong banking knowledge, back office support and customer service call center working remotely

•Detail oriented and efficient with 10-key by touch

•Strong organizational and interpersonal skills

•Experienced in performing various high-paced tasks with minimal supervision

•Ability to approach situations with business like professionalism, comfort and confidence

•Acting as first level of support for phone calls, emails and additional assistance as needed

•Proficient in Microsoft Word, Excel, Outlook and OneNote

•High volume Data Entry/Computer usage experience

•Proven ability to handle multiple conflicting tasks

WORK HISTORY

Vanguard / Randstad Agency Nov. 2021 – Feb. 2024

Senior Transfer Specialist / Change Of Ownership – Client Service Operations

•Answering high volume inbound calls via telework in their call center professional environment High Net Worth Investors

•Providing solid interpersonal communication skills, and the ability to display empathy while Retail Investors call in dealing with life changing events; loss of a loved one as well as divorce, Trust accounts or Estate Accounts pathways

•Displaying critical thinking skills with time management giving each client the full circle of care making it easy for their investing needs; setting them up for success

•Processing high volume request such; inheritance process for beneficiaries, opening receiving accounts and the transferring assets in-kind between existing accounts

•Ensured all clients’ needs were processed in a timely manner using active listening

•Informed clients by explaining Change Of Ownership procedures; answering questions; providing accurate information

Bank of America / Veterans Sourcing Group Dec. 2020 – June 2021

Fraud Analyst II

•Responsible for detection of fraudulent activity using sound judgment, bank system of records and procedures

•Reviewed and processed fraudulent claims on accounts for the prevention and detection of possible transactional fraud, identity theft and rapid money movement

•Gained the ability to recognize complex fraud through intense detailed research and analyzing various accounts activity preventing a high level of risk

•Ensured all claims were processed in a timely manner working remotely

Lereta Tax & Flood Services Corporate Office April 2018 - July 2019

Refund & Return Tax Processor

•Accountable for Meeting Service Level Agreements daily on escrowed and/or non-escrowed loans

•High volume of responding to phone, written, e-mail and other inquiries from customer and tax collectors

•Process a high volume of refund checks on property taxes for escrowed and/or non-escrowed loans in a timely and efficient manner

•Ensures all tax bills, correspondence, and C-Service/B-Service reports received are processed timely and efficiently to meet LERETA LLC and Business Partner standards across the nation

•Authenticates all tax bills received, ensure accuracy in transferring tax bill data to Lereta's AS 400 Mainframe

•Communicate to mortgage lenders, homeowners, and taxing agency jurisdictions by utilizing effective verbal and written communication in a prompt and accurate manner

•Manage the payment of Current and Delinquent taxes for multiple lenders to current business rules

Anabi Oil Corporate Office Jan. 2015 – June 2017

Field Accounting Specialist / Account Manager

•Manage accounts and all back-office transactions for 25 Shell gas stations. Build and maintain great customer relationships with station managers and staff.

•Input sales volumes, fuel deliveries, meter sales, ATM fees, car wash sales, and store sales information on a daily basis, ensuring that daily morning deadlines are met

•Analyze daily variance reports and resolve discrepancies for weekly meetings

•Perform gas price verification twice daily for each station to meet daily audit

•Handle bank deposit verifications and deposit corrections; reconcile discrepancies; create adjustment letters; and manage credit card fraud transactions

•Manage third-party billing for Tesoro Refinery

•Prepare and sort documents for data entry

•Create and maintain logs for tracking purposes

Commonwealth International Inc. Jan. 2014 – Jan. 2015

Office Assistant / Customer Service Support

•Maintained schedules for security deliveries

•Provided customers with excellent service by backing-up Office Manager; answering questions and forwarding messages; confirming orders and keeping customers informed of order status

•Performed general office duties; scheduling meetings; answering the telephone, handling documentation, and interacting with customers and staff

•Performed a variety of Internet research tasks, used word processing; and built spreadsheets

Union Bank Corporate Office, Customer Service Division Operations June 2004 - May 2013 Customer Service Representative

•Handled all centralized operational processing from bank-wide branches, including credits, debits, account maintenance, wire transfers, etc. Processed cash reserve payments, advances and mortgage payments; and responsible for closure of accounts

•Monitored Special Handling Accounts daily to ensure compliance with specific parameters. Provided excellent customer service to all internal customers.

•Proactively job-shadowed other positions in order to provide back-up during planned and unexpected absences

• Member of the team responsible for developing programs and events to improve employee morale; frequently chosen as the spokesperson for the team.

Government Special Handling

•Selected as part of a team for three-month assignment in Oakland, CA to learn and document the Government processes that were transitioned to Monterey Park, CA.

•Involved with procedures and learning process when the function was moved from Oakland to Monterey Park. Once training was completed, responsible for developing desk top procedures for Monterey Park to ensure alignment with Union Bank processes

• Responsible for new processes that included daily balancing of State Warrants and Union Bank Adjustment Account, and processed backup information necessary to provide Union Bank with payment to reverse original entry

Account Closer Unit / Associate Processor I I

•Performed centralized high volume operational tasks supporting 350 branches

•Responsible for insuring accuracy on Redeeming U.S. Savings Bonds

•Received instructions from customers for implementing Wire Transfers, Account Transfer and Cashier's Check

•Gather data and coordinate approval for Financial Investigation Closures; ensured proper coding maintenance

Operational Client Function/ Associate Processor I

•Bankwide Fee Adjustments

•Check Orders

•Bankwide Customer Service

•Payroll Stop Report

•Secure mail/ Return mail

•Change of Address

•Verification of Deposit

•Work under deadlines

•Answered high-volume inbound and out-bound calls

EDUCATION:

Futuro Heath

Human Touch HealthCare Course Mar. 2024-May. 2024

Certification Program

Azusa Adult Education Center Glendora, CA

Medical Billing & Coding Aug. 2019-Jan. 2020

Certification Program

Citrus College Glendora, CA

Business Administration major 1999 - 2004

No degree received

Mountain View High School El Monte, CA

High School Diploma June 1990

REFERENCES:

•Professional and personal references will be provided upon request

Contact this candidate