Guedeline Augustin
Mattapan,MA
Summary
Accomplished Operations Specialist Lead with a proven track record at SVB Private, enhancing customer financial well-being and streamlining operations. Expert in content management and leadership, demonstrated through significant improvements in customer satisfaction and operational efficiency. Skilled in fostering strong client partnerships and executing strategic process documentation to drive success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Specialist Lead
SVB Private
Boston, MA
05.2022 - Current
- Resolved client and account issues efficiently, detecting fraud and correcting data entry errors.
- Utilized strong interpersonal skills to enhance customer financial well-being.
- Managed various account-related tasks encompassing handling deposits, performing loan payment processing, and withdrawal facilitation.
- Adhered to regulations to meet operational requirements.
- Provided expertise in business services, credit cards, wire transfers, fraud claims, and deposit accounts.
- Oversee Virtual Banking account opening queue.
- Analyzed customer feedback to improve operations processes and increase customer satisfaction.
- Monitored operations and reviewed records and metrics to understand company performance.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
Client Service Representative
Boston Private Bank
Boston, MA
08.2019 - 05.2022
- Demonstrated service excellence to build strong client partnerships.
- Achieved and exceeded established goals for sales and service.
- Resolved complex queries related to products and services for clients, team members, as well as business partners.
- Developed strong relationships by taking ownership of tasks and ensuring follow-through.
- Achieve reliable processing of transactions within the specified time frame.
- Supported various office functions including teller processing.
Service Provider Support Associate
Agero
Medford, MA
10.2017 - 08.2019
- Ensured consistent performance standards for service providers each day.
- Interacted with service providers to address issues related to claims.
- Ensured accurate documentation while handling provider complaints.
- Evaluated invoices regularly to identify areas for improvement in financial processes.
- Addressed claims activity concerns across various internal departments.
- Aided performance managers in sustaining constructive relationships with service providers.
- Collaborated with other departments in order to resolve complex customer issues.
Counseling Specialist
American Student Assistance
Boston, MA
08.2013 - 09.2017
- Facilitated communication between federal student loan borrowers and Department of Education loan servicers.
- Presented diverse strategies to facilitate manageable loan repayment.
- Trained individuals on delinquency and default prevention methods.
- Collaborate with lenders and servicers to resolve discrepancies in default aversion assistance requests.
- Enhanced capabilities of newly hired counseling specialists.
- Analyzed customer needs and recommended appropriate products or services.
Customer service Transfer Agent
Randstad at Computershare
Canton, MA
12.2012 - 08.2013
- Delivered courteous and responsive service, ensuring positive customer interactions.
- Supplied correct and relevant details to customers using internal knowledge bases.
- Addressed daily customer service issues raised by shareholders, brokers, employees and other stakeholders regarding company accounts.
- Increased client loyalty by making follow-up calls to address concerns.
- Developed efficient methods for transferring securities accurately and efficiently while maintaining compliance with regulatory requirements.
- Adhered strictly to all applicable laws and regulations governing securities transfers.
- Applied strict company and regulatory standards when producing contracts and documentation.
Teller
Sovereign Bank
Boston, MA
10.2009 - 11.2011
- Ensured regulatory requirements were met for CTRs and SARs reporting.
- Verified customers' identification to ensure compliance with laws and regulations.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Reported daily averages and shortages to operations department.
- Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
- Prepared official checks for customer and internal bank needs.
Education
MBA - Business Management
Cambridge College
Boston, MA08.2018
Skills
- Content management expertise
- Quantitative skills
- Experience in leadership
- Personnel assessment
- Onboarding design
- Process documentation
Languages
English
Professional
Certification
- Notary Public
Timeline
Operations Specialist Lead
SVB Private
05.2022 - Current
Client Service Representative
Boston Private Bank
08.2019 - 05.2022
Service Provider Support Associate
Agero
10.2017 - 08.2019
Counseling Specialist
American Student Assistance
08.2013 - 09.2017
Customer service Transfer Agent
Randstad at Computershare
12.2012 - 08.2013
Teller
Sovereign Bank
10.2009 - 11.2011
MBA - Business Management
Cambridge College
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