BRIANDA MERAZ
Overview
10
10
years of professional experience
Work History
Advance Client Solutions Specialist
Bank of America
08.2024 - Current
- Advised customers on best practices for utilizing products and services, ensuring optimal usage.
- Created and delivered product presentations to potential and current clients.
- Participated in team meetings to understand goals and establish necessary process improvements.
- Recommended product or process adjustments based on customer feedback.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Escalated complex cases to appropriate team members for timely resolution.
- Performed necessary troubleshooting to determine source of client reported issue.
- Identified potential opportunities for growth through analysis of customer engagement metrics.
- Educated clients on digital banking tools and account management features.
- Managed client inquiries and provided tailored solutions for banking services.
Complaint Analyst
Bank of America
09.2023 - 08.2024
- Investigated customer complaints to determine root causes and appropriate resolutions.
- Analyzed trends in complaint data to identify areas for process improvement.
- Conducted regular audits of complaint handling processes for compliance and efficiency.
- Monitored regulatory changes affecting complaint management policies and procedures.
- Established communication channels between company staff members involved in processing complaints.
- Maintained relationships with customers during the complaint process while providing timely updates.
- Investigated customer inquiries by gathering relevant information from internal departments and teams.
- Maintained up-to-date knowledge of products, services, policies, procedures, and regulations.
- Managed a database of all open and closed cases, tracking progress until completion.
- Collaborated with other teams to ensure proper implementation of corrective actions.
- Communicated with customers regarding complaint resolution status updates.
- Conducted regular meetings with department managers to discuss ongoing complaint trends.
- Trained new staff on complaint handling procedures and best practices.
- Managed escalated complaints with professionalism and empathy throughout resolution process.
- Resolved customer complaints via phone, email or social media.
Customer Service Representative II
Bank of America
10.2022 - 09.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Developed strong relationships with customers by providing personalized assistance and support.
Patient Access Representative
JPS Health Network
09.2021 - 10.2022
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Assembled registration paperwork and placed identification bands on patient.
- Applied HIPAA privacy and security regulations while handling patient information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance and medical information.
- Communicated financial obligations to patients and collected fees at time of service.
- Received and stored patients' valuables and other belongings, as requested.
- Utilized screening tool for self-pay patients to determine payer sources, referring to financial counselors if necessary.
Customer Service Representative II
McLane Food Service
06.2017 - 05.2021
- Collaborated with team members to ensure timely order fulfillment.
- Assisted in training new associates on safety procedures and equipment use.
- Coordinated with transportation staff for outgoing deliveries and pickups.
- Reported any defective products or damaged items to supervisors.
- Provided assistance in training new employees on job duties associated with order fulfillment processes.
- Participated in monthly meetings with management staff to discuss performance metrics related to order fulfillment activities.
- Kept up-to-date records of all transactions occurring within the facility such as receiving documents, picking tickets, invoices.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Read orders to verify attributes and quantities of merchandise.
- Tracked outgoing orders to provide shipping status to customers.
- Monitored and maintained accurate records of all outbound shipments using shipping software systems.
- Resolved complaints using effective communication and problem-solving skills.
- Handled returns and exchanges while ensuring customer satisfaction.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Assistant Manager
Justice Finance
01.2016 - 06.2017
- Maintained organized loan files for accurate record-keeping and retrieval.
- Processed loan applications using industry-standard software systems efficiently.
- Coordinated appointments between clients and loan officers for streamlined service.
- Reviewed financial documents for completeness and compliance with guidelines.
- Assisted loan officers with document preparation and client communications.
- Supported team in managing deadlines and prioritizing client requests effectively.
- Conducted credit checks, verified income and employment information, and obtained other required documentation from applicants.
- Prepared reports on new and existing loan activity for management review.
- Contacted previous clients to verify satisfaction with process and service and to offer additional support and wrote personal thank you notes to clients and listing agents.
- Assisted in marketing and outreach efforts to attract new clients.
- Assisted with the preparation and closing of loan documents.
Education
High School Diploma -
Green B. Technical High School
06.2013
Skills
- Complaint resolution
- Problem solving
- Effective communication
- Attention to detail
- Time management
- Upselling techniques
- Multitasking Abilities
- Adaptability
- Task prioritization
- Call center operations
- Bilingual
Timeline
Advance Client Solutions Specialist
Bank of America
08.2024 - Current
Complaint Analyst
Bank of America
09.2023 - 08.2024
Customer Service Representative II
Bank of America
10.2022 - 09.2023
Patient Access Representative
JPS Health Network
09.2021 - 10.2022
Customer Service Representative II
McLane Food Service
06.2017 - 05.2021
Assistant Manager
Justice Finance
01.2016 - 06.2017
High School Diploma -
Green B. Technical High School
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