Dylan Peralta

• Provided feedback to customers on the status of their claims and answered inquiries related to fraudulent activities.
• Resolved customer complaints in a timely manner, escalating issues when needed.
• Collaborated with other departments to resolve complex customer disputes
efficiently.
• Communicated effectively with customers via phone, email, or chat regarding their
accounts or any issues they may have had with fraud.
• Created detailed reports on progress and call handling to identify areas where
additional training or resources were needed in order to better assist clients.
• Assisted colleagues in floor chats to resolve client needs and get a better
understanding of different call types and the resources used to resolve.
• Provided subject matter expertise and guidance to cross-functional teams in their
development of learning a new skill.
• Provided weekend support coverage in chats to ensure there was always support on
the floor for agents in need.
• Subject matter expert in credit card skilling.
• Assisted Tier 1 with taking additional calls to help maintain service levels and ensure
the best experience for ultra high net worth clients.

• Assisting with Inbound calls for both Credit Cards and Online Banking
• Assisting with processing payments
• Troubleshooting online and mobile issues
• Assisting with Password Resets
• Assisting clients with activity on their accounts

• Uses saws, cutting torches, and pipe benders to cut and hammer pipes to specifications
• Assemble and secure pipes, tubes, and fittings by means of welding and cementing of joints
• Inspect work sites to identify environmental hazards that can limit the safety and integrity of a pipe structure
• Use hand or power tools to drill holes in structures, such as walks and desk, to allow for pipe passage
• Select pipe types, size and quantity required for a pipefitting project

• Demonstrate the ability to resolve issues exercising sound judgment, initiative, and strong critical thinking skills
• Client Support for understanding of Collections/Provisional process flow
• Diverse knowledge of multiple departments
• Perform management functions such as interviewing, hiring, reviewing, mentoring, performance management, attendance tracking, and implementation of corrective action for assigned associates
• Perform quality checks on areas of responsibility, review performance reports, and identify areas requiring improvement
• Assign tasks and monitor progress to ensure tasks are completed in an efficient manner
• Participate in special projects; Process Improvement Plan (Claims Guidelines, Payment Policy and Procedures)
• Coach and provide developmental opportunities for a team of customer care associates
• Subject Matter Expert
• Proficient with Windows MS office, I.E
• And Excel
• Strong written and verbal communications
• Coach associates to improve performance with overall metrics
• Inbound/outbound calls
• Research payments that are not posted and assist with navigation of Bank of America website
• Expedite resolution for escalated situations with our clients and customers via phone and email
• Prioritize and execute on daily deliverables
• Demonstrate the ability to change rapidly
• Participate in special projects; Bill Pay Usage
• Provide support and feedback to peer group