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Customer Lending Representative

Other Services

A result oriented Client Relations Specialist with over 10 years of experience in
the call center. Proven abilities in generating revenue by matching products and
services with the customers' needs and delivering remarkable customer
experience by creating rapport with the customers, acknowledging issues and
focusing on resolution.

Delivering both great and remarkable customer service and educating potential
borrowers with exceptional financing products.
•	Verifying all information submitted by the consumer via online inquiries.
•	Establishing rapport with potential borrowers prior to connecting our
Licensed Lending Officers.
•	Quickly and accurately assessing potential client's needs, goals and objectives in terms of what loan they qualify or not qualify for at the time.
•	Assisted new hires who would shadow me as they in training on the floor.
•	As a top performer with top Metrics working early shift from 05:00 to 15:00
hours working the following top performer campaigns of Diamond, Retention, and Internet Aggregator.

Delivering positive remarkable customer service and support while resolving
basic types of customer service inquiries including:
•	Service recovery calls - customer questions and concerns about newly
installed blinds or other product.
•	Status calls/Delivery and Installation questions related to orders already
placed from either design consultants or contract installers.
•	Calls from outside sales team with specific product or order questions
•	Quickly and accurately identifying and assessing individual needs and taking appropriate action steps to satisfy those needs.
•	Performed call monitoring as needed for leads.
•	In January 2016, I was awarded the distinction of Employee of the Month
at 3 Day Blinds.

Customer Care Representative

Delivered remarkable customer service while handling a high volume of inbound
customer service, sales and even transferred escalation calls, while generating
revenue for business.
• Acted as a supervisor when escalated call where transferred in by Customer Care Representatives, negotiated or denied credit on per case
bases while still expressing courtesy. Also educated escalated customers
who had high bills to work out a payment plan in order to avoid a service
disruption and would warm transfer customer to Financial Services.
• Assisted supervisors who were away in meetings by wearing the yellow
vests patrolling the call center floor along with other Customer Relations
Advocates with wireless headset.
• Provide guidance and direction to assist the Customer Care
Representatives as needed.
• Responsible for managing credits issued to customer and executing the daily tasks credits issued per day.
• Performed call monitoring as needed for supervisors.
• Ensure positive customer experiences by expressing courtesy and ensuring resolutions or negotiating credit as needed in a timely manner.
• Utilize tools and resources on every call to make appropriate
recommendations to customers in adding lines of service, upgrading
equipment, equipment protection and service plan options
• Revenue generating performance assessment excelled beyond business
targets
• Provide troubleshooting and education to customers on benefits of products and services to help enhance the customer's wireless
experience.
• Collected payments for new Verizon devices when clients renewed their
service contracts.

Customer Relations Advocate

Provided positive customer service and support while
• Collected funds from members
• Completed detailed reports for automotive and homeowner insurance
claims including car accidents, home invasion, fires, etc
• Facilitated processing of claims and educated customers about claims
process and expectations
• Worked AAA retention collections reaching to current insured members, reminding insured members that in order to maintain and continue with
either their insurance that their yearly membership is paid. Collected
payments for membership's fees.
• Provided education to customers about the benefits of products and services. Collected and processed payments to renew AAA memberships.

Claims Reporting Specialist II

Generated revenue, promoted services and maintained facility resources for customer use
• Assisted customers in completing transactions for services and merchandise

Cashier

Ensured timely processing and handling of parcels
• Physically loaded/unloaded packages as needed
• Sorted parcels by destination and facilitation of delivery

Casual Package Handler

Responsible for coordination of events for clientele
• Coordinated, planned and established various events for various clients in the Chicago area. Events included themed festivities, supplied carnival
equipment, establishment of concession services, and DJ Karaoke
services as needed

Party Events Planner

Guillermo Rubio is a Customer Lending Representative at Loan Depot in Aliso Viejo, CA.

Guillermo Rubio

Guillermo Rubio

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