Ana Diaz Montero
Hudson,USA
Summary
Motivated professional with extensive experience in customer relationship management and team leadership. Proven track record in enhancing customer satisfaction and driving company success. Skilled in data analysis and complex problem-solving, with a strong ability to establish rapport with clients. Recognized for maintaining a positive attitude and fostering teamwork in high-pressure environments.
Overview
5
5
years of professional experience
Work History
Banking & Retail Commercial
Cognizant
04.2025 - 07.2025
- Temporary contract position.
- Dynamic banking professional with over four years of experience in retail and commercial banking.
- Trained staff on compliance regulations and banking practices effectively.
- Handled customer inquiries and resolved issues promptly to maintain satisfaction.
- Monitored financial transactions for accuracy and compliance with policies.
Customer Experience Coordinator
Flagstar Bank, FSB
11.2023 - 04.2025
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Prevented key account losses by researching discrepancies and correcting problems.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand their needs, resolve issues, and answer product questions.
- Provided technical support to customers via phone.
- Escalated complex customer issues to higher management for resolution.
- Collaborated with departments to streamline processes and improve customer interactions.
Panel Relations Specialist
Nielsen
09.2022 - 11.2023
- Handled inbound and outbound calls for new panelist scheduling and inquiries.
- Troubleshot equipment issues to ensure accurate measurements for panelists.
- Collaborated with field representatives to enhance panelist retention strategies.
- Managed core responsibilities and daily tasks with efficiency.
- Executed scripted questions to gather accurate data from panel participants.
Service Advisor
Asurion
11.2020 - 06.2022
- Provided updates on appointment dates, part status, and technician availability.
- Managed technician workflow and scheduling to optimize efficiency.
- Communicated service changes and rescheduling options to customers proactively.
- Cultivated positive customer relationships to drive repeat business.
- Maintained accurate records of customer interactions and service requests.
- Resolved customer complaints in an efficient and courteous manner.
Education
HIGH SCHOOL DIPLOMA -
Leto High School
Tampa, FL01.2013
Skills
- Communication skills
- Bilingual proficiency
- Multitasking abilities
- Time management
- Active listening
- Proactive approach
- Problem solving
- Quick adaptation
Languages
Spanish, Native
Timeline
Banking & Retail Commercial
Cognizant
04.2025 - 07.2025
Customer Experience Coordinator
Flagstar Bank, FSB
11.2023 - 04.2025
Panel Relations Specialist
Nielsen
09.2022 - 11.2023
Service Advisor
Asurion
11.2020 - 06.2022
HIGH SCHOOL DIPLOMA -
Leto High School