David Gomez
Laveen
Summary
Detail-oriented and proactive Quality Assurance professional with extensive experience in the banking sector, specializing in internal client request verification, process improvement, and compliance. Expertise in reviewing transaction details and managing complex client inquiries ensures that system updates consistently align with client needs. Demonstrated ability to efficiently manage multiple requests while identifying trends and implementing impactful process enhancements. Strong written and verbal communication skills, complemented by a background in training and mentoring team members, foster a collaborative work environment.
Overview
10
10
years of professional experience
Work History
Client Service Specialist (CSS II)
Silicon Valley Bank
06.2020 - 03.2025
- Conducted quality assurance on client-requested changes, including user profile updates, online banking modifications, and financial transactions.
- Reviewed approximately 30 client requests daily, ensuring accuracy and compliance with bank policies and regulatory standards.
- Verified system updates and transactions made by the implementation team, ensuring alignment with submitted documentation.
- Managed the department inbox, receiving and distributing requests efficiently across the team.
- Led process improvements by introducing weekly quality error calibrations to identify trends and enhance accuracy.
- Assisted the implementation team with processing internal requests from relationship advisors for client-requested changes.
- Helped update banking procedures to align with new policy updates and ensure compliance with evolving regulations.
- Trained team members on handling over 50 different request types, improving processing accuracy and efficiency.
- Analyzed data to identify error trends and collaborated with team members to refine procedures and reduce mistakes.
- Utilized banking software tools, including JEMs, Flexcube, CBS, Miser, and online banking platforms, for accurate request processing.
- Resolved complex client inquiries efficiently, escalating only when necessary, and ensured timely SLA-compliant processing.
- Documented issues clearly and collaborated with team members to improve overall QA procedures.
Prior Authorization Tech / ETI Coordinator
Department of Child Safety / State of Arizona
01.2015 - 01.2020
- Delivered excellent customer service for inbound calls from medical providers and pharmacies requesting prior authorizations for prescription medications.
- Adjudicated and resolved insurance issues by coordinating with medical professionals to gain approval for high-cost medications.
- Entered clinical information and authorization data into internal systems with accuracy, ensuring database integrity.
- Managed patient and provider communications to clarify procedures, document status updates, and ensure satisfaction.
- Handled phone/fax workflows while maintaining accurate digital documentation of claim codes and case notes.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
Education
High School Diploma -
Pinnacle High School
Tempe, AZAssociate of Arts - Criminal Justice
University of Phoenix
Phoenix, AZ03.2026
Skills
- Quality Assurance & Compliance
- Analytical problem solving
- Data Analysis & Trend Identification
- Proficient in banking software
- Process Improvement & Workflow Optimization
- SLA compliance management
- Documentation & Reporting
- Flexibility in policy adaptation
- Attention to Detail & Error Resolution
- CRM software expertise
- Compliance requirements
- Regulatory compliance
Timeline
Client Service Specialist (CSS II)
Silicon Valley Bank
06.2020 - 03.2025
Prior Authorization Tech / ETI Coordinator
Department of Child Safety / State of Arizona
01.2015 - 01.2020
Associate of Arts - Criminal Justice
University of Phoenix
High School Diploma -
Pinnacle High School
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