Eric Peña

Monetary EBS Backlog Cases

• Processed complex financial transactions (internal transfers, account closures, courtesy credits, and check/ACH closures) with accuracy and speed.
• Partnered with team members to resolve overdue cases and restore compliance with SLAs within the first week.
• Recognized for performance and attention to detail, earning an extension of the project.

TIN Remediation

• Reviewed and resolved TIN/Name mismatches for AMEX Business Credit Card accounts to ensure IRS compliance.
• Led outreach to business customers to obtain accurate taxpayer information and documentation, contributing to a team effort that safeguarded over $5 billion in corporate value.

CHC Artificial Intelligence Pilot Program

• Supported early adoption of AI tools to streamline policy and procedure searches, enhancing efficiency and accuracy for case resolution.

• Diagnosed technical issues and implemented timely solutions to ensure uninterrupted banking operations and customer satisfaction.
• Supported high-yield savings, business, and personal checking accounts, providing expertise across multiple product lines.
• Delivered professional phone support to resolve complex banking inquiries quickly and effectively.
• Processed transactions and fund inquiries with accuracy and efficiency, while proactively identifying and preventing fraudulent activity.
• Assisted CCPs in training and production by providing product knowledge, guidance, and hands-on support, improving onboarding, and team performance.

• Expanded the client base through strategic outreach to local businesses, analyzing business registration and IRS EIN documentation to verify legitimacy and open new accounts.
• Performed due diligence on prospective and existing business clients by combining internal verification tools with external checks (Sunbiz, IRS databases) to validate legitimacy, maintain compliance, and mitigate risk.
• Consistently exceeded monthly sales goals by 15%, driving a 20% improvement in overall team performance.
• Enhanced customer retention by introducing exclusive offers, conducting in-store demos, and strengthening engagement with new product launches.
• Documented customer interactions and sales activity in Salesforce CRM, ensuring accurate records and secure access to client data.

• Ensured timely resolution of customer issues, thereby boosting overall satisfaction ratings.
• Championed a customer-centric culture within the team, leading to higher levels of internal collaboration and overall better results in retention efforts.
• Delivered world-class customer service to ensure minimum of 85% retention ratio on all calls.
• Call handle time of 465 seconds.