FRANCHESCA ENCARNACION
Passaic,NJ
Summary
Over 7 years of Customer service experience Able to read, write and speak Spanish and English fluently Able to work in a fast-paced, high volume environment Excellent organizational, interpersonal and communication skills, both verbal and written Proficient in Word, Excel, Outlook and PowerPoint, Teams, Spirit, Innovis, Quickbooks/Quicken, Instant ID, HAL credit card systems
Overview
6
6
years of professional experience
Work History
Escalation Lead
PNC Bank
Remote Location, New Jersey
03.2020 - 12.2022
- Resolves complex escalated issues with a high customer and institutional impact that have reached an escalation point within all Retail business segments
- Researches, analyzes, owns and coordinates the resolution with appropriate business leaders for complex escalated customer complaints in accordance with regulatory and investor requirements through all customer channels of the Retail business segment
- Advised consumer/business accounts based on financial needs
- Acts as a point person/subject matter expert for any escalated issues from the Retail business segment
- Facilitates problem resolution with internal and external stakeholders
- Effectively handles critical high-risk issues, determining the most appropriate course of action for resolution.
Digital Chat representative
PNC Bank
Remote Location, Ohio
04.2018 - 03.2020
- Make use of organizational resources for risk avoidance and management
- Advocate of the customer educating them in available banking technology solutions
- Credit card mentor for newly cross trained employees
- Knowledge of products and services for customer needs
- Assist on site navigation digitally
- Able to perform 2-3 concurrent activities without reducing productivity.
PNC Core service consultant
PNC Bank
Whitehall, Ohio
02.2017 - 04.2018
- Attention to detail in assisting customers with deposit accounts
- Understand customers needs while offering online navigation resources available to them
- Core service mentoring; assisted new hires in their transition phase
- Properly track customer complaints
- Maintain high levels of customer satisfaction.
Online Banking Mentor
PNC Bank
Remote Location, New Jersey
12.2022
- Run team meetings based on knowledge checks
- Assist employees throughout the onboarding process
- Coach employees on improvement matters
- Complete live listening and give necessary feedback on customer phone calls
- Ensure employees are adhering to company rules and policies during transition.
Skills
- Meeting facilitation
- Coaching and Mentoring
- Reporting and documentation
- Spreadsheet tracking
- Goal Setting and Achievement
- Collections Management
Timeline
Online Banking Mentor
PNC Bank
12.2022
Escalation Lead
PNC Bank
03.2020 - 12.2022
Digital Chat representative
PNC Bank
04.2018 - 03.2020
PNC Core service consultant
PNC Bank
02.2017 - 04.2018
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