Esmeralda Damian Brito

Provide support to internal and external customers by addressing inquiries and resolving complaints related to financial products and services. Conduct investigations to identify root causes, process complex online transactions, and ensure compliance with regulatory and company standards. Review cases for risk classification and regulatory flags, escalating non-routine issues to senior staff when necessary. Act as a liaison between disputing parties, negotiate resolutions, and facilitate settlements to ensure customer satisfaction. Collaborate across teams to maintain service excellence and uphold operational integrity.

Provide support to clients with Health Savings Accounts (HSA), Flexible Spending Accounts (FSA), Health Reimbursement Arrangements (HRA), and investment accounts. Handle inbound and outbound calls to address inquiries related to account transactions, closures, and general information. Navigate multiple software systems simultaneously while entering account data and delivering accurate information in a timely manner. Review claims and supporting documentation for customer transactions, creating tasks for team members to assist with escalated cases.

Cross-trained in COBRA insurance services, responding to inquiries regarding monthly premiums and reviewing payment history. Complete new customer applications and update account information. Offer technical support by troubleshooting issues with mobile and computer devices related to the web portal and mobile application.

Promoted to Team Lead in December 2022, overseeing staff rosters, training team members, allocating duties, and resolving complex issues requiring elevated authority. Provide ongoing coaching and performance feedback, ensuring team goals are met and individual challenges are addressed through strategic procedures. Manage escalated customer calls and deliver timely resolutions. Monitor workflow to identify issues and track progress, act as a liaison between call center management and agents, and incorporate team feedback to set and achieve collective goals. Uphold company values and best practices across all interactions.

Serve as a customer service representative for UMB Bank, handling both inbound and outbound calls to assist clients with a wide range of banking inquiries. Provide support for website navigation, locked accounts, and other applications requiring escalation. Maintain vigilance in identifying and preventing potential fraud by verifying customer identities through approved methods and reporting suspicious activities or transactions to safeguard client accounts.

Deliver efficient and courteous assistance across all aspects of banking services, including account inquiries, issue resolution, and financial guidance. Demonstrate a strong commitment to customer satisfaction by ensuring timely, accurate, and empathetic support in every interaction.

Provide customer support for cell phone services by responding to inquiries related to billing, plan changes, device troubleshooting, and network coverage. Assist customers with technical issues including software updates, connectivity problems, and hardware malfunctions, using in-depth knowledge of mobile operating systems and troubleshooting techniques to guide them through step-by-step solutions.

Manage customer accounts by processing upgrades, activations, and cancellations, while offering personalized recommendations for cell phone plans based on usage patterns and individual needs. Identify opportunities to enhance the customer experience through upselling of accessories, insurance, and data plans, effectively communicating their value and benefits.

Handle customer complaints and resolve conflicts with professionalism and empathy, striving for mutually satisfactory outcomes. Maintain accurate documentation of customer interactions and resolutions using CRM tools, and regularly provide reports to management to support operational improvements and customer satisfaction initiatives.

Provide remote technical support as a Geek Squad technician, troubleshooting and resolving computer-related issues by utilizing remote access tools to assist customers directly. Offer clear guidance and proactive solutions to address current concerns and anticipate future needs. Manage service appointments through internal operational systems, ensuring accurate and efficient processing while maintaining high levels of customer satisfaction.

Maintain detailed records of customer interactions, update account information as necessary, and assist with scheduling in-store appointments for Best Buy services. Adapt to client-specific requirements and remain flexible in fulfilling additional responsibilities to support program success and deliver exceptional customer experiences.