Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Dulce Iglesias

El Paso,TX

Summary

Dynamic Quality Assurance Testing Analyst with a proven track record at Bank of America, enhancing product quality through meticulous regression testing and fostering teamwork. Bilingual and adaptable, I implemented efficient testing processes, promoting continuous learning and collaboration, while ensuring compliance with industry standards. Committed to excellence and customer satisfaction.

Overview

19
19
years of professional experience

Work History

Testing Specialist

Bank of America
02.2022 - 05.2025
  • Elevated product quality testing before each release cycle.
  • Enhanced testing efficiency by implementing redlines to improve scripts and tools.
  • Managed time effectively while working on multiple projects simultaneously.
  • Promoted a culture of continuous learning within and our offshore teams by organizing regular training sessions.
  • Collaborated with development teams to resolve defects and improve overall product quality.
  • Kept scripts and test cases updated with current requirements.
  • Bilingual tester, well versed in various tests within and outside of business as usual.

Customer Service Manager

Bank of America
03.2020 - 02.2022
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Managed a team of customer service representatives, focused on teamwork and collaboration.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.

Financial Center Manager

Bank of America
08.2012 - 03.2020
  • Increased team productivity by providing ongoing training and support.
  • Developed scripts and guidelines for team members, resulting in consistent messaging and better overall communication with customers.
  • Improved team morale by utilizing and encouraging the recognition program.
  • Demonstrated and cross-trained associates knowledge in assisting customers with self-service options.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.

Assistant Banking Center Manager

Bank of America
01.2009 - 08.2012
  • Actively monitored cash flow in order to maintain sufficient funds for daily operations.
  • Ensured adequate staffing levels at all times by scheduling shifts accordingly.
  • Conducted regular meetings with staff to review policies and procedures as well as performance goals.
  • Maintained accurate financial records and reconciled accounts on a daily basis.
  • Recruited, trained, and supervised staff of 15 banking employees.
  • Monitored branch operations to ensure compliance with all bank regulations and laws.
  • Implemented strategic plans for improving customer relationships.
  • Recruited staff members and oversaw training programs.

Teller Operations Specialist

Bank of America
01.2006 - 01.2012
  • Streamlined banking operations by implementing efficient processes and procedures.
  • Managed daily banking center activities, ensuring operations and optimal customer experiences.
  • Oversaw operational efficiency by conducting regular reviews of branch policies and procedures.
  • Implemented risk management strategies to mitigate potential losses and safeguard the bank's assets.
  • Mentored team members, in professional growth and improve overall performance.

Education

No Degree - Accounting

El Paso Community College
El Paso, TX

High School Diploma -

Montwood High School
El Paso
05-2001

Skills

  • Teamwork
  • Customer service
  • Time management
  • Attention to detail
  • Multitasking
  • Reliability
  • Active listening
  • Adaptability and flexibility
  • Relationship building
  • Teamwork and positive attitude
  • Self motivation
  • Professionalism
  • Training and onboarding
  • Time management abilities
  • Quality assurance
  • Bilingual

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Testing Specialist

Bank of America
02.2022 - 05.2025

Customer Service Manager

Bank of America
03.2020 - 02.2022

Financial Center Manager

Bank of America
08.2012 - 03.2020

Assistant Banking Center Manager

Bank of America
01.2009 - 08.2012

Teller Operations Specialist

Bank of America
01.2006 - 01.2012

No Degree - Accounting

El Paso Community College

High School Diploma -

Montwood High School