EDGAR CASTILLO TREVINO
San Antonio,United States
Summary
Top-notch Relationship Banker with solid background in banking and finance. Effective at building positive relationships with clients, achieving sales goals and providing excellent customer service. Strong communication and interpersonal skills committed to making customers understand financial needs, goals and options.
Overview
12
12
years of professional experience
Work History
Relationship Banker
Bank of America
06.2022 - Current
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Expanded client base through effective networking and referral generation, leading to increased business opportunities.
- Assist customers in achieving financial goals by recommending suitable products and services based on their needs.
Client Services Specialist II /Deployment Facilitator
Bank of America
09.2018 - 06.2022
- Proven ability to provide excellent customer service to customers in a timely, efficient manner
- Maintained high call quality standards with clear communication and active listening skills for optimal client experiences.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Reduced downtime during deployments through careful planning and communication with management during WFH setup for over 2000 employees.
Client Services Specialist
US Global Mail
01.2018 - 09.2018
- Increased first-contact resolution rate by thoroughly researching and providing accurate information in email responses.
- Enhanced customer satisfaction by efficiently addressing and resolving email inquiries.
- Collaborated with team members to provide seamless support to customers across multiple channels.
- Streamlined response times for chat support, effectively reducing customer wait time.
Co-owner/Sales Manager
Texas Granite Group
10.2016 - 11.2017
- Enhanced business operations by implementing efficient management strategies and streamlining processes.
- Increased overall profitability by identifying cost-saving measures and optimizing resource allocation.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Increased sales revenue by developing and implementing effective sales strategies.
Customer Support Specialist/Call Center Team Manager
Concentrix Corporation
05.2015 - 10.2016
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Supervised 20 Customer Service Associates in providing excellent customer service to callers requiring assistance for Technical and Vehicle issues.
Maintenance Specialist
Bucees
09.2014 - 05.2015
- Oversaw all maintenance operations of local convenient store, including ensuring store was clean, sanitized, and well-stocked
- Improved cleanliness and sanitation by performing thorough cleaning tasks on a daily basis.
- Maintained a safe environment for clients by adhering to strict cleaning protocols and guidelines.
Customer Support Specialist/Call Center Team Manager
Teleperformance Mexico
12.2013 - 07.2014
- Handled customer inquiries and resolved customer complaints via telephone, email, and in-person
- Served customer account and technical needs across 80+ daily calls, consistently meeting productivity and quality targets.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Enhanced customer satisfaction by implementing effective call monitoring and coaching strategies for team members.
Customer Support Specialist/ Call Center Team Manager
Bright House Network Campaign
12.2011 - 12.2013
- Responded to customer inquiries and complaints in a timely manner
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
- Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
Education
High School Diploma -
Edec De Monterrey
Monterrey Mexico08.2009
Skills
- Financial Advising
- Banking
- Financial Services
- Customer Service-Oriented
- Creative Thinking
- Financial Planning
- Teller Support
- Relationship Building
Volunteer Experience
Castillo del Rey San Antonio church, Youth Leader, 08/01/20, 06/01/23, 173 W Ligustrum Dr, San Antonio, Texas, 78228
Languages
Spanish
Native or Bilingual
German
Limited Working
Timeline
Relationship Banker
Bank of America
06.2022 - Current
Client Services Specialist II /Deployment Facilitator
Bank of America
09.2018 - 06.2022
Client Services Specialist
US Global Mail
01.2018 - 09.2018
Co-owner/Sales Manager
Texas Granite Group
10.2016 - 11.2017
Customer Support Specialist/Call Center Team Manager
Concentrix Corporation
05.2015 - 10.2016
Maintenance Specialist
Bucees
09.2014 - 05.2015
Customer Support Specialist/Call Center Team Manager
Teleperformance Mexico
12.2013 - 07.2014
Customer Support Specialist/ Call Center Team Manager
Bright House Network Campaign
12.2011 - 12.2013
High School Diploma -
Edec De Monterrey
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