- Volunteering for community initiatives to give back to local communities and make a positive impact
- Learning new cooking techniques and expanding my culinary skills
- Watching Movies and TV Shows
- Astrology
- Artificial Intelligence (AI) and Machine Learning
- Coding and Programming
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Road Trips
Anthony Sookoo
Banking Specialist
Coral Springs,FL
Summary
Banking and Customer Experience Professional with 30+ years of success supporting financial services, technical operations, and high-volume inbound call center environments. Extensive experience in Bank of America inbound account servicing, regulatory compliance, customer authentication, escalation handling, and CRM systems. Proven ability to meet KPI targets, protect sensitive data, and deliver compliant, high-quality customer service.
Overview
9
9
years of professional experience
Work History
Banking Specialist
Bank of America Inbound Call Center
08.2025 - Current
- - Handle high-volume inbound calls from Bank of America customers regarding checking and savings accounts, debit cards, credit cards, and digital banking services.
- - Verify customer identity using multi-factor authentication while safeguarding sensitive financial information in compliance with federal banking regulations.
- - Resolve account inquiries including balances, transactions, fees, disputes, card replacements, fraud alerts, and access issues.
- - Assist customers with mobile and online banking tools such as mobile wallet enrollment, bill pay, transfers, alerts, and self-service options.
- - De-escalate customer concerns professionally while maintaining empathy, accuracy, and adherence to quality standards.
- - Document all interactions accurately in Bank of America systems and Teleperformance CRM platforms.
- - Meet or exceed KPIs including CSAT, FCR, AHT, quality assurance, and schedule adherence.
- - Follow strict compliance, privacy, and data protection guidelines in a fast-paced remote environment.
- Executed wire transfers, stop payments and account transfers.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Investigated and resolved account issues by offering applicable options to customers.
- Calculated fees due, interest and change for customer transactions.
- Increased company revenue [Number]% by selling various investment products.
Virtual Service Technician
ADT Security Services
01.2023 - 07.2025
- - Provide inbound technical support for smart home and alarm systems via phone and video.
- - Increase customer satisfaction and retention while identifying appropriate upgrade opportunities.
- Dispatched trucks and technicians to resolve issue that were not able to be resolved by virtual troubleshooting call.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
- Diagnosed and troubleshot problems, repairing, and restoring security systems, including sensors, smoke alarms and Carbon Detectors or replacing them under factory warranty procedures.
Client Service Representative
Fiserv
01.2021 - 01.2022
- - Supported Bank of America merchant clients with billing, funding, and POS system issues.
- - Resolved escalations efficiently to maintain customer retention.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Inbound Sales & Service Representative
Comcast
01.2019 - 01.2021
- - Converted high-volume inbound service calls into successful sales opportunities.
- - Consistently exceeded sales and customer satisfaction KPIs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Promptly responded to inquiries and requests from prospective customers.
Technical Support Advisor
Apple Support (Teleperformance)
01.2017 - 01.2019
- - Delivered remote technical support for Apple devices.
- - Promoted to SME; handled escalations and mentored advisors.
Education
Associate of Arts - Business Economics
St. James Government Secondary
Trinidad & Tobago06.1981
Skills
- Support for inbound banking operations
- Customer-focused banking solutions
- User verification
- Compliance management
- Fraud detection awareness
- Account management
- Skilled in resolving disputes
- Enhancing customer experience
- CRM software proficiency
- Quality control management
- Virtual customer service operations
- Transaction management
- Banking solutions sales
- Regular account maintenance
- Client relationship management
- Bank services
- Payment processing
- Account updates
- Customer relationship management
Interests
Timeline
Banking Specialist
Bank of America Inbound Call Center
08.2025 - Current
Virtual Service Technician
ADT Security Services
01.2023 - 07.2025
Client Service Representative
Fiserv
01.2021 - 01.2022
Inbound Sales & Service Representative
Comcast
01.2019 - 01.2021
Technical Support Advisor
Apple Support (Teleperformance)
01.2017 - 01.2019
Associate of Arts - Business Economics
St. James Government Secondary