Guillermo Rubio
Customer Lending Representative · Loan Depot
Aliso Viejo, CA
In My Own Words
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.
Work Experience
Customer Lending Representative
Loan Depot2017 – Present
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.
Customer Care Representative
Day Blinds2015 – 2017
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 Relations Advocate
Verizon Wireless2009 – 2014
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.
Claims Reporting Specialist II
ACSC Automobile Club of Southern California AAA2006 – 2009
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.
Cashier
Chevron Stations Incorporated2005 – 2006
Generated revenue, promoted services and maintained facility resources for customer use • Assisted customers in completing transactions for services and merchandise
Casual Package Handler
FedEx Express2003 – 2003
Ensured timely processing and handling of parcels • Physically loaded/unloaded packages as needed • Sorted parcels by destination and facilitation of delivery
Party Events Planner
The Party Connection1987 – 2001
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
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