Estephany Dustan
Phoenix
Summary
Professional with strong background in servicing and client management, prepared to excel in specialist role. Proven ability to drive results through effective team collaboration and adaptability to changing needs. Skilled in managing accounts, resolving issues efficiently, and delivering high-quality service. Known for reliability, problem-solving abilities, and proactive approach in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Sr Specialty Servicing Specialist
Bank of America
01.2020 - Current
- Manage complex accounts, prioritize tasks and execute in a fast-paced environment
- De escalate calls as necessary and provide the best resolution for clients
- Have the ability to learn and adapt to new information and technology platforms regularly
- Continuously complete bank’s laws, regulatory and procedure trainings
- Perform investigations using different systems and recommend a course of action that is compliant with all guidelines and in the clients best interest.
- Gain a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy, building rapport and trust
- Maintain adherence to service level agreements and all laws, rules and regulations
- Gain a full understanding of the client’s perspective and needs with inquisitive conversation while simultaneously showing empathy and building rapport and trust
- Deliver a positive client experience based on enterprise client care pillars – Taking ownership, acting with empathy, providing extra patience, kindness and sensitivity needed during a difficult life event
- Reduce processing time by implementing effective workflow management strategies for incoming servicing requests.
- Manage portfolio risk by conducting periodic reviews and assessments of client accounts to identify potential issues early on in the process.
- Spearhead initiatives to improve overall team performance, leading to increased customer satisfaction and stronger relationships.
- Review account documentation, identifying discrepancies or inaccuracies that could impact client relationships or business operations.
- Collaborate with internal departments, facilitating seamless communication and coordination for optimal customer service experiences.
Bank Teller
Wells Fargo Bank
07.2017 - 01.2020
- Accurately and effectively handled all transactional services, including bank deposits, monetary withdrawals, financial transfers, and other bank transactions such as mortgage/loan payments
- Suggested bank products and solutions to clients and informed them of newly available products
- Shared digital options that made banking easier for customers
- Maintained a cash drawer including taking in, giving out cash and balancing
- Followed policies and procedures to minimize risk as well as finding resources
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
Spanish/English Interpreter
Transperfect Connect
07.2017 - 01.2018
- Enhanced client communication by providing accurate and timely interpretation services during meetings and conferences.
- Facilitated and supported participation and social communication.
- Provided professional translation services for various written materials, ensuring accuracy and consistency throughout the documents.
- Ensured optimal service quality by adhering to strict confidentiality guidelines when dealing with sensitive information.
- Enabled clear communication between business partners by interpreting complex technical jargon into easily understandable language.
Auto Finance Collections Specialist
JP Morgan Chase
01.2016 - 07.2017
- Contacted customers with overdue account and attempt to collect past due amount or negotiate a payment
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Reduced delinquency rates by implementing effective collection strategies and maintaining consistent follow-up procedures.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Researched accounts and completed due diligence to resolve collection problems.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Used skip tracing and other techniques to locate debtors.
- Collaborated with cross-functional teams to identify potential at-risk accounts and develop preventative measures.
- Optimized account prioritization by analyzing customer data, enabling more targeted and effective collection efforts.
- Supported company revenue growth by recovering outstanding debt through diligent monitoring and timely action on delinquent accounts.
Receptionist
Rejuline Skin and Body Spa
03.2013 - 01.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Managed multiple tasks and met time-sensitive deadlines.
- Assisted with planning office events and meetings for smooth execution.
- Supported company correspondence by drafting and distributing memos and emails.
- Strengthened vendor relationships through regular communication and timely coordination of services.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Education
Business Operations Training -
Year Up Arizona / GateWay Community College
Phoenix, AZ01.2016
Organizational Leadership Certificate - Business Administration
Maricopa Community Colleges, Gateway Community College
Phoenix, AZ01-2016
Skills
- Languages: Bilingual; Professional working proficiency in Spanish and English
- Software: Microsoft Office (Excel, Outlook, Word, PowerPoint, Project) Synergy, Avaya, Interact, Billpay
- Excellent communication
- Organizational skills
- Adaptability and flexibility
- Verbal communication
- Problem resolution
- Sales support
- Industry expertise
- Cross-functional coordination
- Regulatory compliance
- Time management proficiency
- Teamwork and collaboration
Timeline
Sr Specialty Servicing Specialist
Bank of America
01.2020 - Current
Bank Teller
Wells Fargo Bank
07.2017 - 01.2020
Spanish/English Interpreter
Transperfect Connect
07.2017 - 01.2018
Auto Finance Collections Specialist
JP Morgan Chase
01.2016 - 07.2017
Receptionist
Rejuline Skin and Body Spa
03.2013 - 01.2015
Business Operations Training -
Year Up Arizona / GateWay Community College
Organizational Leadership Certificate - Business Administration
Maricopa Community Colleges, Gateway Community College
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