Angel GuzmanSalas
Denver,Colorado
Summary
Experienced contact center and operations supervisor with a strong background in customer service, team leadership, and bank operations. Skilled in conflict resolution, regulatory compliance, and coaching teams to deliver consistent service and handle escalated issues.
Overview
1
1
Language
5
5
years of professional experience
Work History
Customer Care Team Lead
PNC Bank
Pittsburgh, Pennsylvania
06.2026 - 10.2026
- Guided customer care team daily, ensuring clarity in service direction and support.
- Supported PNC customer care representatives with daily service guidance.
- Resolved customer escalations by applying PNC service policies and procedures.
- Resolved escalated customer complaints in a timely manner.
- Managed routine customer complaints to ensure satisfaction. while maintaining professional customer communication.
- Assisted teammates with billing questions, account issues, and service steps.
- Reviewed call quality and customer interactions for accuracy.
- Monitored team performance against established goals and objectives consistently.
Contact Center Supervisor
FirstBank Holding Company
Lakewood, Colorado
03.2025 - 06.2026
- Supervised FirstBank contact center representatives, ensuring smooth daily customer service workflows.
- Managed escalated calls from dissatisfied customers, effectively addressing their concerns to restore satisfaction.
- Resolved escalated customer issues and account concerns with care.
- Coached agents on banking policies and service procedures, enhancing their phone etiquette and service delivery.
- Communicated updates to agents on policy changes and service expectations.
- Provided feedback on agent performance through one-on-one sessions or group training sessions.
- Maintained a high level of professionalism among team members while providing guidance on how to handle challenging customer interactions.
Operations Supervisor
FirstBank Holding Company
Lakewood, Colorado
02.2022 - 03.2025
- Supervised daily branch operations for FirstBank Holding Company banking teams.
- Coordinated scheduling and workload management for branch associates, ensuring efficient coverage.
- Monitored cash handling, vault controls, and teller workflow.
- Trained staff on FirstBank Holding Company service standards and procedures.
- Resolved customer issues and escalated complex banking concerns to enhance service quality.
- Identified improvement areas and developed strategies to streamline operations.
- Conducted regular performance evaluations, providing feedback and development opportunities to staff.
- Prepared operational reports and assisted audit documentation.
- Developed strong relationships with customers through excellent customer service practices.
Education
Bachelor of Science - Accounting And Finance
Wilmington University
New Castle, DE05-2030
Skills
- Customer service
- Team leadership
- Bank operations
- Regulatory compliance
- Time management
- Task prioritization
- Conflict resolution
- Communication strategies
Languages
Spanish
Native/ Bilingual
Timeline
Customer Care Team Lead
PNC Bank
06.2026 - 10.2026
Contact Center Supervisor
FirstBank Holding Company
03.2025 - 06.2026
Operations Supervisor
FirstBank Holding Company
02.2022 - 03.2025
Bachelor of Science - Accounting And Finance
Wilmington University