Ayana Rosario
Orlando
Summary
Dynamic individual with a proven track record in team leadership and customer service. Showcasing talent for effectively navigating challenges, possessing strong analytical-solving skills and a proactive approach to tackling new tasks. Recognized for adaptability, creativity, and a results-oriented mindset. Committed to making meaningful contributions and driving organizational goals forward.
Overview
7
7
years of professional experience
Work History
Care Center Team Lead
Truist Bank
03.2023 - Current
- Collaborated closely with other department managers to align goals, share knowledge, and boost overall center performance.
- Analyzed customer service data to identify areas of improvement and develop solutions
- Managed 3 teams of up to 20+ direct reports through the use of presentations, infographics, and side-by-side observations to ensure key performance indicators were met month to month
- Coordinate with cross-functional teams to identify process gaps and develop solutions, resulting in a one-stop shop department, that handles 5+ lines of business
Premier Wealth Specialist II
Truist Bank
04.2022 - 03.2023
- Interacted with and researched 20+ complex client inquiries daily through analysis of multiple internal software such as DAH, SHAW, FDWC, and ARCOT to resolve or accurately escalate digital, fraud, and loan issues for retail and small business banking
- Collected teammate and client feedback to identify 8+ pain points within 5 lines of business to present to upper management
- Partnered with 3+ lines of business daily to provide guidance surrounding processes and procedures to assist over 500 clients YTD
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
Server/Hostess
On The Border
08.2018 - 02.2022
- Cultivated warm relationships with regular customers
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff
- Utilized communication practices with kitchen staff to deliver customer meals in a timely manner
- Carried out complete opening, closing, and shift change duties to keep the restaurant working efficiently and teams ready to meet customer needs
Education
Bachelor of Arts - Business Administration
Valencia College
Orlando, FL09.2022
Skills
- Strategic Business Planning
- Policy and Procedure Enforcement
- Team leadership
- Problem-Solving
Timeline
Care Center Team Lead
Truist Bank
03.2023 - Current
Premier Wealth Specialist II
Truist Bank
04.2022 - 03.2023
Server/Hostess
On The Border
08.2018 - 02.2022
Bachelor of Arts - Business Administration
Valencia College
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