Sarah Rodriguez
Mountain Home
Summary
Dedicated Customer Experience professional with over 20 years in the banking/retail industries. Solid team player with outgoing, positive demeanor, and outstanding interpersonal skills. Articulate, energetic and results-oriented with exemplary passion for adapting to new situations. Ready to take on new professional challenges with growth-oriented company.
Overview
24
24
years of professional experience
Work History
Loan Servicing Specialist
Guild Mortgage
10.2022 - Current
- Delivered exceptional customer service to each Borrower by leveraging extensive knowledge of procedures and creating welcoming, positive experiences.
- Handled customer inquiries and complaints with relative ease by utilizing active listening, conducting research, and taking appropriate action to resolve issues in a timely fashion.
- Consistently seeking opportunities for continual learning that contribute to improving efficiency and productivity.
Crypto and Payments Operations Analyst
Coinbase
04.2022 - 06.2022
- Impacted by 18% reduction in force
- Provided support for Coinbase Exchange/ Coinbase Wallet clients by investigating, troubleshooting, and resolving issues associated with user experience through both voice and email.
- Accomplished FCR (First Contact Resolution) rate of 75% which exceeded company expectation of 55% by applying active listening skills and customizing macros to resolve clients issues on first contact in timely and friendly manner.
- Experience investigating Blockchain transactions, payment method additions and issues (Wire, Card, ACH, Paypal, Digital Wallet options including Apple Pay and Google Pay), addressing reports of fraud
- Compliance including customer onboarding procedures, Electronic Identity Verification (eIDV),Know Your Customer (KYC), and protocols used to assist in mitigating risk.
- Effective communication with both internal and external partners with focus on education resulting in improved customer experiences.
- Proactively drove impactful changes across workflows, policies, and tools by working with internal support teams.
Banker Coach
Wells Fargo
08.2014 - 03.2022
- Experienced in fast paced, dynamic, call center environment, managing multiple responsibilities
- Effectively supporting clients by troubleshooting and resolving front line issues including fraud detection flags and disputes (Reg E Card, CNP Fraud, ACH, Wire, Zelle, Bank-to-Bank), Bill Pay services, payment issues, general information, education, and navigation of self service options.
- Mitigating risk by utilizing Suspicious Activity Referrals (SAR)
- Consistently exceeded expectation with 80%+ NPS score, and 100% Quality Assurance monthly
- Collaborated with L & D partners to facilitate numerous processes, delivering standard and complex training material including multiple components (e.g., compliance, new hire processes, upskill training, product and system knowledge, customer experience skills) to a varied audience through directive teaching methods both in a classroom, and virtually
- Led initiative to establish and implement a program providing an opportunity to create relationships for retention based on new hire feedback, decreasing attrition rate by 40% in the first year.
- Provided 1st level technical support and navigational assistance for Wells Fargo’s Online platform
- Virtual/On-site facilitation to over 200 employees, including upper management and escalation queues, regarding Net Promoter Scoring Systems, analyzing data and contributing to training logistics as a front line consultant.
Senior Product Consultant/Lingerie Sales Associate
Sephora Inside JCPenney/ JCPenney
10.1999 - 08.2014
- Created inclusive customer experience in specialty product setting, educating individual customers appropriately depending on their needs
- Extensive experience merchandising individual product lines successfully, assuring price accuracy with attention to detail.
- Managed daily responsibilities of six product consultants, driving sales to meet daily, weekly, and monthly sales goals individually, and as team
- Collaborated with senior management to organize specialized events focused on specific branding, drawing in additional customer base.
- Onboarded new associates following established guidelines implementing latest in current trends, product knowledge, and updated procedures.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
Education
Bachelor of Science - Forensic Psychology
Arizona State University
Tempe, AZ05.2027
Skills
- Critical Thinking
- Data Integrity
- Workflow Improvements
- Time Management
- Verbal and Written Communication
- Financial Institution Regulations
- Balance Verification and Reconciliation
- Data Security and Validation
- Process Monitoring
- Customer Relationship Management
- Apple IOS, Microsoft Office, Google Suite, Salesforce, Jira, Slack
Timeline
Loan Servicing Specialist
Guild Mortgage
10.2022 - Current
Crypto and Payments Operations Analyst
Coinbase
04.2022 - 06.2022
Banker Coach
Wells Fargo
08.2014 - 03.2022
Senior Product Consultant/Lingerie Sales Associate
Sephora Inside JCPenney/ JCPenney
10.1999 - 08.2014
Bachelor of Science - Forensic Psychology
Arizona State University
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