Ayana Rosario
Orlando,FL
Summary
Dedicated customer service professional with 4 years of Finance and Business experience. An analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relation aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
5
5
years of professional experience
Work History
Truist Care Center Service Manager II
Truist Bank
03.2023 - Current
- Developed and implemented a bilingual customer service framework to ensure all customers received the same level of service regardless of language
- Build, manage, and develop a bilingual team comprised of 20 personnel, provide coaching and mentorship, conduct performance evaluations, and establish inclusive work cultures
- 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
- Analyzed customer service data to identify areas of improvement and develop solutions
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 10+ pain points within 4 lines of business to present to upper management
- Mentored and guided teams of up to 15 teammates through the use of presentations, infographics, and side-by-side observations to prepare them for production during the transition period of onboarding.
- Partnered with 3+ lines of business daily to provide guidance surrounding processes and procedures to assist over 100 clients YTD
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 Science - Business Administration
Valencia College
Orlando, FL09.2022
Skills
- Culture Development
- Strategic Business Planning
- Policy and Procedure Enforcement
- Problem-Solving
Languages
Spanish
Professional Working
Timeline
Truist Care Center Service Manager II
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 Science - Business Administration
Valencia College