Evelyn Cruz
Newark,DE
Summary
Detail-oriented banking and operations professional with a proven track record in client support, account resolution, workflow coordination, and team leadership. Recognized for delivering exceptional accuracy and efficiency while thriving in fast-paced environments. Strong communication skills facilitate effective collaboration and problem-solving, ensuring precise fulfillment of client needs. Committed to driving operational excellence and enhancing customer satisfaction through strategic initiatives and proactive support.
Overview
1
1
Language
3
3
years of professional experience
Work History
Credit Assistance Specialist I
Bank of America, Consumer & Small Business
07.2025 - Current
- Review account information to identify resolution options while supporting a positive client experience.
- Communicate with clients and internal business partners to resolve issues and explain available solutions.
- Manage high-volume workloads while maintaining accuracy, service standards, and compliance requirements.
- Improved overall performance ratings from 1 in January 2026 to 5 in February, March, and May 2026.
- Increased productivity from 40.9 to 76.21 while maintaining strong quality scores of 94% to 100%.
- Consistently achieved high readiness scores and demonstrated measurable growth in productivity, quality, and performance.
- Supported company goals by improving productivity, maintaining quality and compliance standards, and adapting to organizational changes.
- Fostered a positive team environment through collaboration, flexibility, and dependable support.
- Earned the Client Ambassador Award (January 2026) and Spirit Walk Recognition (February and March 2026).
- Strong work ethic and commitment to quality.
- Attention to detail and accuracy.
- Adaptability and resilience during change.
- Collaboration and teamwork.
- Dependability and accountability.
Supervisor Surgical Coordinator
Tri-County Orthopedics and Sports Medicine
03.2023 - 07.2025
- Led daily operations, assigned workflow responsibilities, and supported performance goals.
- Improved efficiency by identifying recurring operational issues and supporting process improvements.
- Coached and trained staff to maintain accountability, consistency, and procedural accuracy.
- Managed high volume patient calls per day.
- Coordinated surgical procedures at several facilities.
- Improved efficiency by 50%.
Education
B.S. - Health Services Administration
Berkeley College
Woodland Park, NJ 0742401-2022
Associate’s Degree - Health Services Administration
Berkeley College
Woodland Park, NJ 0742401-2019
Skills
- Client Support
- Account Resolution
- Documentation Accuracy
- Workflow Management
- Operational Efficiency
- Compliance Awareness
- Team Leadership
Languages
Spanish
Timeline
Credit Assistance Specialist I
Bank of America, Consumer & Small Business
07.2025 - Current
Supervisor Surgical Coordinator
Tri-County Orthopedics and Sports Medicine
03.2023 - 07.2025
B.S. - Health Services Administration
Berkeley College
Associate’s Degree - Health Services Administration
Berkeley College