Bertrance Triche
Phoenix,AZ
Overview
20
20
years of professional experience
Work History
New Accounts Specialist
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Phoenix, Arizona
09.2025 - Current
- Manage onboarding and verification of new customer accounts, ensuring compliance with regulatory and company policies.
- Analyze account information to detect potential fraud or risk, escalating issues as necessary.
- Identify process inefficiencies and implement operational improvements to enhance account opening experience.
- Provide guidance to customers and collaborate with cross-functional teams for smooth system and process implementation.
Client Services Representative
Bank of America
Phoenix, AZ
01.2023 - 07.2025
- Delivered financial guidance while ensuring compliance with policies and risk control measures.
- Analyzed customer needs and provided tailored solutions, increasing satisfaction and retention.
- Escalated complex issues, balancing risk mitigation with positive customer outcomes.
- Provided coaching and process guidance to new team members to improve efficiency and service quality.
- Supported process improvement initiatives, audits, and compliance reporting.
Customer Advocate Specialist
Wells Fargo
Phoenix, AZ
07.2022 - 11.2023
- Resolved escalated customer service issues, achieving first-call resolution goals.
- Collaborated with cross-functional teams to develop process improvements that streamlined customer service operations and increased efficiency.
- Monitored operational procedures and internal reporting to maintain data accuracy and compliance.
- Identified workflow gaps and recommended process improvements to enhance efficiency.
- Trained and coached new hires on risk awareness, escalation handling, and operational procedures.
Complaints Specialist (Contract)
DoorDash
Remote
02.2022 - 07.2022
- Investigated and resolved escalated customer complaints, balancing empathy with company policy.
- Resolved customer complaints through effective communication and problem-solving, enhancing customer satisfaction and loyalty.
- Used CRM tools (Salesforce, Zendesk) to track cases and identify operational trends.
- Proposed process improvements to reduce recurring complaints and improve resolution efficiency.
Customer Service Specialist
Carvana
Tempe, AZ
11.2021 - 02.2022
- Managed a high volume of inbound and outbound calls, guiding customers through the online car-buying process with clarity and professionalism.
- Maintained quality control by ensuring each transaction met company standards
- Resolved service and billing issues with efficiency and empathy, ensuring a seamless end-to-end customer experience.
- De-escalated complex or emotionally charged situations while maintaining composure, empathy, and alignment with company policies.
- Accurately documented customer interactions and resolutions in Salesforce, supporting visibility, follow-ups, and team collaboration.
- Collaborated cross-functionally with Sales, Logistics, and Inspection teams to coordinate smooth vehicle deliveries and resolve operational bottlenecks.
Ambassador
Amazon Fulfillment Center
Phoenix, AZ
01.2020 - 12.2021
- Supported associates on the warehouse floor, clarifying standard operating procedures to ensure accuracy and efficiency.
- Guided new team members through daily tasks, improving onboarding and workflow adherence.
- Maintained organized work areas, ensuring compliance with safety and operational guidelines.
- Assisted in maintaining steady workflow during high-volume periods, reducing delays.
- Communicated updates and task changes from leadership in real time, enhancing team coordination.
- Monitored inventory movement, ensuring proper placement and scanning of packages.
Print Technician
Over Print Co
Phoenix, AZ
10.2018 - 12.2020
- Operated large-format printers (Zund, Inca) and ensured the timely and accurate production of client orders.
- Communicated specifications and deadlines with clients and team members to meet satisfaction benchmarks.
Data Entry Specialist
Waste Management
Chicago, IL
06.2006 - 04.2018
- Achieved 99%+ data entry accuracy across large-scale projects.
- Responded to client and internal data inquiries, maintaining a 95% satisfaction rate.
- Ensured clean and accurate records through regular auditing and reporting.
Education
Diploma -
Hillcrest High School
ChicagoSkills
- ACH & Financial Operations Management
- Team Leadership & Staff Development
- Risk Mitigation & Compliance Oversight
- Process Improvement & Change Management
- Customer Service Excellence
- Operational Analysis, Reporting & Auditing
- Project Management & Workflow Coordination
- Salesforce, Zendesk, Workday
Timeline
New Accounts Specialist
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09.2025 - Current
Client Services Representative
Bank of America
01.2023 - 07.2025
Customer Advocate Specialist
Wells Fargo
07.2022 - 11.2023
Complaints Specialist (Contract)
DoorDash
02.2022 - 07.2022
Customer Service Specialist
Carvana
11.2021 - 02.2022
Ambassador
Amazon Fulfillment Center
01.2020 - 12.2021
Print Technician
Over Print Co
10.2018 - 12.2020
Data Entry Specialist
Waste Management
06.2006 - 04.2018
Diploma -
Hillcrest High School