Juan Bonilla
Cranston,RI
Summary
Dynamic professional with a proven track record at Citizens Financial Group, excelling in customer service and data analysis. Adept at optimizing processes and enhancing client satisfaction through effective communication and great problem-solving. Additionally, manage the Priority Services team SharePoint. Bilingual and skilled in Citizens Treasury applications, I drive results by identifying opportunities for improvement and delivering innovative solutions.
Overview
6
6
years of professional experience
Work History
Business Banking Priority Service Representative
Citizens Financial Group, Inc.
, Rhode Island
10.2024 - Current
- Educated priority business clients on treasury management products to improve understanding of features and benefits.
- Served as primary contact for client inquiries and support, ensuring timely responses to needs.
- Assisted priority business clients with administrative maintenance, including updating signers and account changes.
- Managed and maintained the SharePoint platform for our business banking priority services team, including creating and updating procedures, integrating relevant links and applications, and ensuring that all information is current and easily accessible.
- Collaborated with other Priority Services team members to promptly resolve incoming questions and issues from business priority clients, ensuring high-quality customer support and satisfaction.
Business Analyst
Citizens Financial Group, Inc.
, Rhode Island
08.2023 - 10.2024
- Analyzed business requirements to optimize project development and implementation.
- Utilized data analysis tools for trend interpretation and informed decision-making.
- Identified process improvement opportunities by evaluating existing systems.
- Created daily reports that highlighted KPIs for client services team.
- Developed dashboards for performance tracking of client services team.
- Located inefficiencies in internal and client-facing systems to drive improvements.
Client Services Representative
Citizens Financial Group, Inc.
, Rhode Island
09.2022 - 08.2023
- Delivered exceptional customer service by addressing client inquiries and concerns regarding banking products.
- Resolved account-related issues while promoting additional banking services to meet financial needs.
- Maintained high customer satisfaction through effective communication and relationship building with clients.
- Managed client communications to ensure timely follow-ups and issue resolution.
- Maintained accurate records of client interactions in the system.
- Demonstrated strong understanding of treasury management applications, including AccessOptima ACHieve access.
Clerk
Stop and Shop Supermarket
Cranston, RI
02.2021 - 09.2022
- I handle customer assistance, which includes phone calls as well as customer inquiries, I am also responsible for retail maintenance.
- Rotated stock to maintain freshness.
- Stocked, rotated and faced products with attention to product quality and expiration dates.
- Removed expired and overripe items to provide freshest options and eliminate health risks.
- Monitored work environment to maintain safety, cleanliness and organization.
- Followed company guidelines for cleaning and sanitizing work surfaces and equipment.
- Loaded, unloaded and moved heavy products using material loading equipment.
Business Analyst
ReImagine
Cranston, RI
07.2020 - 08.2020
- I was a part of the research and development team for an intern lead corporation in the PrepareRI internship program
- Working in groups of 20 people we were tasked with coming up with solutions to problems companies had during this pandemic.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
Education
College Degree - Computer Programming
CCRI
true06.2023
High school diploma - computer science
Providence Career and technical Academy
06.2023
Skills
- Research & Development
- Customer service
- Bilingual
- Windows
- Linux
- Problem solving
- Data analysis
- SharePoint management
- Team collaboration
- Complaint handling
- Calendar management
- Customer relationship management
- Escalation management
- VPN
- Technical support
- Python
- Test automation
- Computer networking
- Microsoft Excel
- AccessOptima
- ACHieve Access
Accomplishments
- 2023 Citizens Credo Champion
- Know Care Act Ambassador
- Immediate Client Service and Support Specialist
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Business Banking Priority Service Representative
Citizens Financial Group, Inc.
10.2024 - Current
Business Analyst
Citizens Financial Group, Inc.
08.2023 - 10.2024
Client Services Representative
Citizens Financial Group, Inc.
09.2022 - 08.2023
Clerk
Stop and Shop Supermarket
02.2021 - 09.2022
Business Analyst
ReImagine
07.2020 - 08.2020
College Degree - Computer Programming
CCRI
High school diploma - computer science
Providence Career and technical Academy