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Customer Service Representative

Round Rock, TX


Over 10 years experience in high volume Call Centers for highly renowned Financial Institutions. Highly experienced in the credit bureau and mortgage industries. Ability to perform in a fast-paced deadline-oriented work environment. Strong organizational, analytical, and interpersonal skills combined with exceptional telephone etiquette and customer service skills. Extensive computer training, including proficiency in MS Word, MS Excel, and MS Outlook. Always motivated to learn and confront brand new challenges. Bilingual English-Spanish.

Work Experience

Customer Service Representative

TransUnion, Fullerton, CA

2007 2012

Answering high volume inbound calls regarding customer's credit bureau reports and credit inaccuracies.
  • Taking escalated calls and opening customer's disputes to correct inaccurate credit reports by contacting creditors for verification of disputed transactions.
  • Performing office duties as assigned by Management such as photocopies, filing, data entry, and mailing credit reports.
  • Following up with phone calls to the customers after doing further research on disputed cases.
  • Adding fraud alerts on customers' profiles for credit protection.
  • Documenting every phone encounter in clear and concise logs.

Customer Service Representative

Experian - Consumer Direct, Irvine, CA

2006 2007

Answering high volume inbound calls regarding customer's credit bureau reports by responding to inquiries in a prompt, courteous, and concise manner.
  • Assisting customers with inquiries in regards to accessing credit reports online, as well as reading and interpreting of such.
  • Documenting and updating customer's information and disputes in the database.
  • Implementing solutions to escalated inquiries and disputes.
  • Offering products beneficial to identified customers using Cross Sell techniques

Customer Care Representative

Ameriquest Mortgage, Rancho Cucamonga, CA

2005 2006

Initiating outbound collection calls to past-due clients as well as welcome calls to first time customers via direct dialer
  • Answering inbound calls to assist with customers' understanding of their mortgage loan terms and conditions
  • Assisting customer's inquiries regarding billing issues, and additional loan information
  • Reviewing loan documents and verifying mortgage loan data
  • Skip trace accounts that do not have valid contact numbers.

Customer Service Representative II

Wells Fargo Home Mortgage, San Bernardino, CA

2002 2005

Quickly promoted to a Customer Service Representative II after one year of service.
  • Answering high volume inbound calls regarding several customer's mortgage inquiries.
  • Utilizing mortgage servicing experience to maintain adherence to strict quality assurance standards.
  • Updating customer's information in the system in regards to inquiries and/or disputes.
  • Taking mortgage payments over the phone, arranging mortgage payment plans, and taking "promises to pay"
  • Verifying if property taxes and property insurance were paid out of the escrow account.
  • Calling and verifying with taxing authority regarding property taxes and parcel numbers.
  • Offering products beneficial to identified customers using Cross Sell techniques.


Office Occupation course in Business

Raincross Institute, Riverside, CA


High School Diploma in Science

Leonardo Infante, Madrid, Madrid



Raincross Institute, Real, Ourense


Microsoft Word, Excel, Power Point, Windows, Lotus Notes, Outlook Express, Internet, Bilingual English-Spanish, Cross Sell and Marketing, Fraud Training, Cold Calling Techniques and Customer Service Skills Training
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