Adrian Contreras
Wells Fargo, Small Business
Phoenix
2
Languages
9
years of professional experience
Covers jobs responsible for responding to inquiries and issues from customers on a variety of complex financial products, services, and/or select customer segments through a variety of channels. Answers inquires, resolves problems, and provides best-in-class customer experience while adhering to work guidelines, policies, and regulations.
Work History
Service Representative
3 Months- Resolved client payroll inquiries with accurate, timely guidance across service channels.
- Maintained detailed case notes and updated account records in CRM systems.
- Explained payroll, tax, and HR processes using clear, compliant communication.
- Coordinated issue resolution with internal teams to support seamless client service.
- Tracked service requests and prioritized follow-up to meet response expectations.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Senior Customer Service Representative
3 Years 5 Months- Support performance of less experienced customer service representatives, new or enhanced services and procedural changes, and the overall effectiveness of the team.
- Provide feedback and present ideas for improving our implementing processes and tools with an overall customer service impact.
- Perform complex customer support task.
- Provide subject matter expertise and interpretation of procedures to less experience customer service representatives and provide direction to meet defined productivity and performance goals.
- Interact with immediate team and communicate with other departments.
- Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints.
- Perform research to resolve complex customer problems.
- Experience working with high value business clients.
- Interact with internal and external customers.
Lead Account Specialist
5 Years- Handle multiple call channels a day including, Secured Credit Cards, Identity Theft Protection, New Account, and Social Security Alerts, FICO conversations, Balance Transfers, and Billing Disputes.
- Assists over 100+ customers per day by energetically engaging in a fast-paced, back-to-back call environment via phone, online or chat.
- Brings empathy to customer inquiries about reward redemptions, customer information updates, card activations, making payments, processing lost, or stolen cards, statement and APR inquires, and processes credit line increase and decrease requests.
- Utilizes multiple systems to respond to, troubleshoot, and document customer inquiries.
- Leverages 2 standard screens, verbatim scripts, and procedures.
Education
Bachelor of Business Administration (BBA) - Accounting
High school diploma - General Studies
Skills
Microsoft Word
Microsoft Excel
Microsoft Office
Microsoft Outlook
Communication skills
Customer service
Leadership
Time management
Corporate finance
Banking
Computer skills
Business Development
Team management
High Value Client Relationships
Data collection / Data Entry
Knowledge of CRM applications
Proficient with Google Sheets
Docs and Gmail
7+ Years in Customer Service
3+ Years Leadership Experience
Problem solving
Analytically minded
Customer support
Customer relations
Database maintenance
Organization
Customer relationship management
Data entry
Call center operations
Languages
English - Expert
Spanish – Intermediate
Timeline
Service Representative
Paychex Inc
07.2026 - CurrentRead More
Senior Customer Service Representative
Wells Fargo, Small Business
05.2023 - CurrentRead More
Lead Account Specialist
Discover Financial Services
04.2018 - 04.2023Read More
Cesar Chavez High School
High school diploma from General Studies
Read More
Paradise Valley Community College
Bachelor of Business Administration (BBA) from Accounting
Read More
Personal Information
Work Permit: Authorized to work in the US for any employer.