Carlos Humberto Quintero
Las Vegas,NV
Summary
Seeking a position that will allow me to apply my education in sales and bilingualism to efficiently work in an environment requiring a highly effective communicator with great analytical, communication, and customer service skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Bilingual Senior Client Service Advocate /Proctor
Bank Of America
05.2018 - Current
- Assist English and Spanish Clients with Checking, Savings, and Credit Cards ( Inbound Calls )
- Create team events for employee engagement
- Send out letters and documents to clients per request
- Work with numerous agents in team environments to reach an average handle time of 340 seconds and customer satisfaction goals of over 91%
- Coached up to 25 new hires during on-the-job training
- Proctored/managed 4 coaches during on-the-job training
- Implemented new projects to help promote volunteerism
- Take escalations for new hires during on-the-job training
- Create presentations for new hires during weekly meetings in on-the-job training
- Implemented new processes to improve on-the-job training
- Traveled to Florida as a Bilingual coach to onboard a new vendor site
- Assisted with starting a Toastmasters group for employees acting as secretary
- One on One coaching, live listening, spot coaching with new hires
Logistics Account Executive
Total Quality Logistics
02.2017 - 04.2018
- Call potential clients to book freight up to 60 per day
- Build and maintain up to 10 client accounts
- Inbound and outbound calls to truck drivers and customers for freight
- Maintain excellent communication via email with clients/carriers/ and different lines of business
- Negotiate rates and quotes for clients and carriers
- Schedule and set appointments
- Data Entry and ensuring freight is delivered on time for clients
Sales Specialist
Bank of America
12.2013 - 12.2016
- Maintain excellent customer service while identifying solutions for clients
- Receive up to 100 inbound Spanish and English leads per day
- Updating customer accounts when appropriate
- Process balance transfers and direct deposits while maintaining regulation Z compliance
- Participated in the Phoenix Leadership Development Program
- Actively involved as Apprentice Coach for up to 15 associates
- Receive inbound retention calls up to 80 calls per day
- Process new applications for credit cards
Claims Analyst II
Bank of America/Commercial Card Claims
03.2012 - 12.2013
- Adequately investigate and take action on re-presentment, pre-arbitration, arbitration, and compliance cases for Visa and MasterCard
- Answer service requests and inquiries from various channels
- Assist chargeback associates with claims
- Maintain internal operational and financial controls
- Make outbound merchant calls to properly investigate disputes
- Follow proper procedures in accordance with MasterCard and Visa policies
- Communicate daily with other associates via e-mail and instant communicator to further investigate disputes
- Send requests to leadership groups for sending documents requested by the customer
- Maintain excellent customer service while properly addressing customers' concerns
- Follow and maintain up-to-date with new policies introduced to the department
- Send emails to associates to summarize meetings, policies, and events within the week
- Manage team events including potlucks and decorations
- Phoenix Campus Connections Representative- a member of a leadership organization that coordinates and communicates campus events
- Created, implemented, and manage a peer-to-peer mentoring project for the department to assist associates with improving their overall skills
- Created and presented a training class regarding chargebacks
- Member of Toast Masters International
- Member of various organizations which include LGBT, ALN, & HOLA
- Wells Fargo/Debit Card Operations/Chandler
Bilingual Financial Crimes Specialist II
Wells Fargo
10.2010 - 03.2012
- Work closely with Visa in attempt to recover funds from merchants as a result of fraudulent activity
- Provide excellent customer service in high stress situations, using de-escalation tactics
- Continuously exceed personal and team AHT goals now 8 months in a row while maintaining a top quality score and a charge back stick rate of 97%
- Effectively multitask by handling 50-55 calls per day while using 10 systems simultaneously
- Thoroughly explain the dispute process to a large demographic of customers
- Use multiple online systems for debit card and ATM fraud/ non fraud detection and prevention
- Receive and make calls both nationally and internationally gathering information for fraud detection and prevention
- Work proficiently toward achieving and maintaining Reg E (Federal Regulation E) requirements for Wells Fargo Bank
- Daily communication via the use of e-mail and phones across and up the organization, working towards the common goal of customer and employee satisfaction
- New hire transitioning from OJT to the production floor, covering unique techniques not covered in training
- Identify and develop process improvements in attempts to better existing processes
- Handle transfers of money from bank general ledgers to accounts both nationally and internationally; electronically and through branch settlements
- Represent and work with Spanish and English speaking customers with fraud cases from start to finish, building and finalizing claims
- Work effectively and proficiently within different roles in production as needed
- Work with ACH (Automated Clearing House), HDF (High Dollar Fraud), HVC ( High Value Customer), ATM, and check claims
Education
General Studies
Mesa Community College
Mesa, AZ05.2013
Skills
- Computer Literacy – MS Windows, MS PowerPoint, MS Access, MS Excel, MS Word, Skype, Outlook
- MS Outlook, MS Visio, MS Communicator, DAT, FDR, Visa Online, E-tran, GUI, Hamlet, Operation Image Browser, Hogan, Mars, Aspect, CLAIMS, Visa Online, TSYS, BLAST, CLMS, Internet
- 10 years of inbound customer service/sales
- Over 2 years of fraud/non-fraud detection and prevention
- Exceptional organization and office management, Excellent customer service, communication, and leadership skills and experience
- 6 years of cash handling and cash register experience
- Over 1 year of chargeback and re-presentment experience with Visa/ MasterCard
- 2 years of coaching and proctoring new hires during on-the-job training
- Client service and support
- Customer service skills
Affiliations
Toastmasters
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Senior Client Service Advocate /Proctor
Bank Of America
05.2018 - Current
Logistics Account Executive
Total Quality Logistics
02.2017 - 04.2018
Sales Specialist
Bank of America
12.2013 - 12.2016
Claims Analyst II
Bank of America/Commercial Card Claims
03.2012 - 12.2013
Bilingual Financial Crimes Specialist II
Wells Fargo
10.2010 - 03.2012
General Studies
Mesa Community College
Similar Profiles
AUSTIN MONREALAUSTIN MONREAL
Relationship Banker at Bank of AmericaRelationship Banker at Bank of America
Scott PetersenScott Petersen
Mortgage Loan Originator/Loan Structure Specialist at Bank of AmericaMortgage Loan Originator/Loan Structure Specialist at Bank of America
Andre S. ElphicAndre S. Elphic
Financial Center Assistant Manager at Bank of AmericaFinancial Center Assistant Manager at Bank of America
Nicholas ShakanNicholas Shakan
Vice President, Portfolio Manager at Bank of America Private BankVice President, Portfolio Manager at Bank of America Private Bank
Anthony CervantesAnthony Cervantes
Server Assistant at Mastros Ocean ClubServer Assistant at Mastros Ocean Club