Diana Baldenegro
Tempe,AZ
Summary
Experience of 23 years at Bank of America, excelling in customer service and problem-solving. Proven ability to manage high call volumes while maintaining quality control and enhancing team productivity. Skilled in Microsoft Excel and adept at adapting to change, consistently delivering exceptional results in fast-paced environments. Also, able to identify goals and prioritize and solve issues quickly while meeting or exceeding deadlines.
Overview
24
24
years of professional experience
Work History
Know Your Customer Agent
Bank of America
Chandler, AZ
11.2023 - 02.2025
- Stayed up-to-date on product knowledge to provide accurate information to customers when needed.
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Maintained detailed records of customer interactions, allowing for improved tracking and follow-up on outstanding issues.
- Delivered exceptional service by resolving customer inquiries in a professional and empathetic manner.
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Managed high call volumes under pressure, maintaining composure and professionalism at all times.
- Adapted quickly to changes in systems or processes, minimizing disruption to daily tasks and responsibilities as a Customer Agent.
Operations Specialist
Bank of America
Phoenix, AZ
01.2001 - 11.2023
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Created custom reports and visualizations to support decision-making processes.
- Enhanced data accuracy through meticulous attention to detail in data management tasks.
- Reduced risk exposure by conducting thorough risk assessments and migration
- Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
Education
High School Diploma -
Chandler High School
Chandler, AZ06.1988
Skills
- Customer service
- Problem-solving
- Time management
- Multitasking and organization
- Critical thinking
- Verbal and written communication
- Decision-making
- Call center experience
- Computer proficiency
- Quality control
- Complaint resolution
Objective
To bring dedication, responsibility, knowledge and great work ethic to your organization. I will utilize my current skills to develop and gain new skills that will bring success to my career path and employer’s success.
Timeline
Know Your Customer Agent
Bank of America
11.2023 - 02.2025
Operations Specialist
Bank of America
01.2001 - 11.2023
High School Diploma -
Chandler High School