Damaris Perez-Alcina
Providence,RI
Summary
Multi-talented customer service professional looking to take on increasing responsibility. Adept at operating in fast-paced environments and maintaining calm in challenging situations with 17 years of experience. Motivated Customer Service Leader versed in Banking, Finance and Office Administration. Driven to exceed expectations and able to operate effectively in high-pressure environments. Seek to build long-term career with established company.
Overview
17
17
years of professional experience
Work History
Escrow Representative
RI Housing
01.2023
- Collect, arrange, and input information into database system.
- Answer telephone calls to offer office information, answer questions, and direct calls to staff.
- Post payments to accounts and maintained records.
- Perform various administrative tasks by filing, copying and scanning documents.
Advanced Clients Solutions Account Manager
Bank of America Financial Center
03.2017 - 07.2022
- Ensure clients are aware of the breadth of services Bank of America offers
- Maximize their banking and investment relationships and achieve financial well-being
- Act as the primary contact center team for our most valuable consumer clients by placing incoming calls in support of new products and direct marketing to these clients
- Balance service to sales calls in order and be able to show empathy, educate, provide awareness, answer detailed questions, and sell new products and services to clients
- Consistently welcome clients direct sales offers, external or internal event calling to prevent or mitigate potential client impact, service and retention calling
- Strong emphasis on the value of upholding Preferred Client Experience Standards and leveraging effective partnerships with internal business partners including Banking Center teammates, Small Business Bankers, Mortgage Loan Officers, Financial Advisors, Customer Services & Solutions (CS&S) and Merrill Edge Advisory Center (MEAC).
Overnight Customer Service/ Fulfillment Manager
Santander Bank, NA
07.2014 - 03.2017
- Managed 10 client representatives per year while managing daily activities of customer support teams
- Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives
- Completed research on complex problems and resolved issues in a timely manner
- Interviewed, on boarded, developed and oversaw daily activities of performance
- Evaluated and identified ineffective workflow processes
- Implemented solutions that achieved greater productivity and personnel performance
- Completed evaluations of office staff to monitor progress and productivity and recommend promotions, corrective or disciplinary actions for clerical and administrative office personnel.
Team Manager
Santander Bank
10.2010 - 07.2014
- Improved service quality and increased sales by developing a strong knowledge of company's products and services
- Interviewed, hired and trained new quality customer service representatives
- Provided detailed monthly departmental reports and updates to senior management
- Addressed negative customer feedback immediately
- Provided a high level of product and leadership support to representatives and clients
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement
- Effectively communicated with team members to maintain clearly defined expectations
- Resolved customer questions, issues and complaints
- Developed rapport with the customer base by handling difficult issues with professionalism
- Generated and distributed daily reports and ordered acknowledgments to appropriate personnel.
Support Leader
Sovereign Bank
09.2006 - 10.2010
- Demonstrated mastery of customer service call script within specified time frames
- Addressed customer service inquiries in a timely and accurate fashion
- Always maintained up-to-date records
- Developed effective relationships with all call center departments through clear communication
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Formulated and enforced Service Center policies, procedures and quality assurance measures.
Customer Service Associate
Sovereign Bank
03.2005 - 09.2006
- Properly directed inbound calls in phone queues to improve call flow
- Facilitated information flow between customer service, quality assurance, training and other departments to guarantee call center objectives were met
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Always maintained up-to-date records
- Addressed customer service inquiries in a timely and accurate fashion
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Formulated and enforced Service Center policies, procedures and quality assurance measures.
Education
Associate of Science - Business Management
New England College of Business and Finance
Boston, MASkills
- Bilingual-Spanish/English
- Conflict resolution techniques
- Meticulous attention to detail
- Focused on customer satisfaction
- Multitasking and prioritization
- Management of remote employees
- Advanced MS Office Suite knowledge
- Training and development
- Scheduling
- Deadline-oriented
Leadership Experience
Ability to manage multiple projects simultaneously and meet tight deadlines, while maintaining the highest standards of quality.
Communication Skills
Strong written and verbal communication skills, including the ability to provide constructive feedback and collaborate effectively with writers, editors, and other stakeholders.
Timeline
Escrow Representative
RI Housing
01.2023
Advanced Clients Solutions Account Manager
Bank of America Financial Center
03.2017 - 07.2022
Overnight Customer Service/ Fulfillment Manager
Santander Bank, NA
07.2014 - 03.2017
Team Manager
Santander Bank
10.2010 - 07.2014
Support Leader
Sovereign Bank
09.2006 - 10.2010
Customer Service Associate
Sovereign Bank
03.2005 - 09.2006
Associate of Science - Business Management
New England College of Business and Finance