Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Maria Del Socorro

Sonoyta, Sonora

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

26
26
years of professional experience

Work History

Customer Service Agent

Teleperformance
06.2023 - Current
  • Help customers every day with positive attitude and focus on customer satisfaction.
  • Respond to customer calls and emails to answer questions about products and services.
  • Demonstrate high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Evaluate customer information to explore issues, develop potential solutions, and maintain high-quality service.
  • Address customer claims discrepancies and concerns.
  • Educate customers on policy benefits and resolve inquiries regarding premium payment information and balances.
  • Contact customers to return routine and general calls promptly.

Mortgage Specialist

JP Morgan Chase Bank
01.2010 - 03.2012
  • Remained updated with latest information related to mortgage products and services being offered.
  • Motivated and developed employees by creating incentives to encourage employees to excel and maintain low turnover rate.
  • Creatively solved business problems while specializing in organizational development, marketing and production management with track record of meeting revenue and profit goals.
  • Evaluated pay stubs, credit history, tax information and bank statements for financial status.
  • Explained legal aspects of loan to borrower, as well as payment terms and clauses.
  • Worked with underwriters to fix application problems and resolve issues.
  • Communicated with clients, processing teams and other third parties to achieve prompt loan closings.
  • Fielded customer complaints and provided solutions.
  • Analyzed loan applications and credit reports to determine loan eligibility and risk level.
  • Followed up with clients on missing loan documents, providing guidance on best way to complete application process.
  • Explained different types of loans pertaining to client situations.
  • Reviewed loan files and updated to match current standards.
  • Checked loan documents for accuracy prior to closing.
  • Monitored portfolio performance and provided clients with periodic updates on loan progress.

Fraud Prevention Analyst

JP Morgan Chase Bank
07.2005 - 01.2010
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Implemented internal controls to maintain integrity and accuracy of financial records.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Reviewed transactions and receipts to identify any suspicious activity.

Quality Assurance Specialist

Synergy Solutions
04.2002 - 12.2007
  • Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Analyzed quality and performance data to support operational decision-making.
  • Implemented process improvements to increase productivity in quality assurance operations.
  • Monitored product standards and quality-control programs.
  • Promoted adherence to quality standards by educating personnel on quality control.

Customer Service Representative

JP Morgan Chase Bank
03.2001 - 06.2005
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.

Directory Assistance Operator

Excel Agent Services
06.1997 - 02.2000
  • Accessed number directories to provide relevant information to callers.
  • Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
  • Connected local and long distance calls.
  • Completed and forwarded forms for listing corrections, incidents and emergency calls to correct personnel.
  • Helped callers locate specific businesses, residences or public buildings with mapping assistance.

Education

High School Diploma -

Camelback High School
Phoenix, AZ
05.2000

Skills

  • Investigate Claims
  • Billing Inquiries
  • Process Transactions
  • Inbound Call Management
  • Customer Service

Languages

English
Bilingual or Proficient (C2)

Timeline

Customer Service Agent

Teleperformance
06.2023 - Current

Mortgage Specialist

JP Morgan Chase Bank
01.2010 - 03.2012

Fraud Prevention Analyst

JP Morgan Chase Bank
07.2005 - 01.2010

Quality Assurance Specialist

Synergy Solutions
04.2002 - 12.2007

Customer Service Representative

JP Morgan Chase Bank
03.2001 - 06.2005

Directory Assistance Operator

Excel Agent Services
06.1997 - 02.2000

High School Diploma -

Camelback High School

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Maria Del Socorro