Indira Dominguez

• Experience with resolving customers' needs with the following products: credit cards, personal loans, lines of credit, deposit accounts, and online banking services.
• Stepped up as an interim point of escalation during peak volume periods, directly supporting supervisors and team leads to help resolve customers' concerns and escalated calls.
• Demonstrated empathy and patience when teaching customers about online banking services.
• Showed professionalism, care, confidence, and empathy on escalated calls.
• Efficiently navigated through different systems (Rams and Tsys) to resolve customers' concerns.
• Consistently met expectations in the following metrics: average handle time, accountability, customer experience, and quality assurance
• Maintained a 100% attendance record
• Earned 100% Quality Assurance recognition

• Resolved concerns for high-priority clients
• Consistently exceeded in the following metrics: average handle time, accountability, quality assurance, and customer experience.
• Maintained a flawless 100% Quality Assurance score each month
• Consistently ranked as a top-performing banker
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Trained new representatives on company policies and customer service protocols.
• Implemented quality assurance measures to maintain high service standards consistently.

Partial college education (2016, 2017, 2018)