Bertrance Triche
Phoenix,AZ
Overview
19
19
years of professional experience
Work History
Client Services Representative
Bank of America
Phoenix, AZ
01.2023 - 07.2025
- Delivered outstanding financial guidance and customer service, with a focus on integrity, empathy, and tailored solutions.
- Provide excellent customer service to inbound and outbound calls
- Answer customer service request via an internal communication system.
- Adapt to changing policy and procedures on a constant basis while maintaining high quality to your work
- Analyzed customer needs during life events and provided personalized financial advice and product recommendations.
- Successfully handled complex customer problems and objections while maintaining a calm, professional demeanor.
- Maintained strict adherence to compliance, privacy standards, and internal policies.
- Consistently recognized for punctuality, performance, and positive client feedback.
- Engaged in ongoing coaching to improve service delivery and stay up-to-date with new technologies and systems.
Customer Advocate Specialist
Wells Fargo
Phoenix, AZ
07.2022 - 11.2023
- Supported various financial products by addressing customer concerns with professionalism and care.
- Resolved moderately complex service issues during the first interaction, meeting first-call resolution goals.
- Provided coaching and procedural guidance to new team members.
- Displayed consistent accuracy in data entry and record management.
- Maintained up-to-date knowledge of financial products and services offered.
- Developed effective relationships with customers through excellent communication skills.
- Identified areas of improvement within customer service processes and procedures.
Complaints Specialist (Contract)
DoorDash
Remote
02.2022 - 07.2022
- Investigated and resolved customer disputes with a focus on empathy and root cause analysis.
- Handled claims independently, documenting findings and conducting follow-ups via email and phone.
- Identified service gaps and trends to improve complaint handling processes.
- Managed a high volume of cases while maintaining accuracy, timeliness, and professionalism.
- Utilized CRM platforms (Zendesk & Salesforce) to track and manage case progression efficiently.
- Delivered tailored resolutions that balanced customer satisfaction with company policy and risk mitigation.
Customer Service Specialist
Carvana
Tempe, AZ
11.2021 - 02.2022
- Managed a high volume of inbound and outbound calls, guiding customers through the online car-buying process with clarity and professionalism.
- Maintained quality control by ensuring each transaction met company standards
- Resolved service and billing issues with efficiency and empathy, ensuring a seamless end-to-end customer experience.
- De-escalated complex or emotionally charged situations while maintaining composure, empathy, and alignment with company policies.
- Accurately documented customer interactions and resolutions in Salesforce, supporting visibility, follow-ups, and team collaboration.
- Collaborated cross-functionally with Sales, Logistics, and Inspection teams to coordinate smooth vehicle deliveries and resolve operational bottlenecks.
Ambassador
Amazon Fulfillment Center
Phoenix, AZ
01.2020 - 12.2021
- Supported associates on the warehouse floor by answering questions and clarifying standard operating procedures.
- Helped new team members get acclimated by guiding them through daily tasks and basic expectations.
- Ensured work areas were organized and followed Amazon’s safety and efficiency guidelines.
- Assisted with maintaining steady workflow by stepping in where needed during high-volume periods.
- Communicated updates and task changes from leadership to team members in real time.
- Monitored inventory movement and ensured proper placement and scanning of packages.
- Contributed to a team-focused environment by promoting clear communication and a positive work ethic.
Print Technician
Over Print Co
Phoenix, AZ
10.2018 - 12.2020
- Operated large-format printers (Zund, Inca) and ensured the timely and accurate production of client orders.
- Communicated specifications and deadlines with clients and team members to meet satisfaction benchmarks.
Data Entry Specialist
Waste Management
Chicago, IL
06.2006 - 04.2018
- Achieved 99%+ data entry accuracy across large-scale projects.
- Responded to client and internal data inquiries, maintaining a 95% satisfaction rate.
- Ensured clean and accurate records through regular auditing and reporting.
Education
Diploma -
Hillcrest High School
ChicagoSkills
- Zendesk
- Salesforce
- Workday
- Email correspondence
- Phone etiquette
- Data analysis
- Conflict resolution
- Time management
- Process improvement
- Complaint resolution
Timeline
Client Services Representative
Bank of America
01.2023 - 07.2025
Customer Advocate Specialist
Wells Fargo
07.2022 - 11.2023
Complaints Specialist (Contract)
DoorDash
02.2022 - 07.2022
Customer Service Specialist
Carvana
11.2021 - 02.2022
Ambassador
Amazon Fulfillment Center
01.2020 - 12.2021
Print Technician
Over Print Co
10.2018 - 12.2020
Data Entry Specialist
Waste Management
06.2006 - 04.2018
Diploma -
Hillcrest High School