James Rosales
Providence
Summary
Detail-oriented Second Level Support Specialist with strong skills in remote support and network diagnostics. Committed to enhancing customer satisfaction by resolving complex issues and collaborating with cross-functional teams.
Overview
4
4
years of professional experience
Work History
Second Level Support Specialist
Citizens Bank
Johnston, RI
03.2025 - Current
- Resolved complex technical issues to enhance customer satisfaction and service reliability.
- Collaborated with cross-functional teams to streamline support processes and improve response times.
- Developed training materials for new support staff, increasing onboarding efficiency and knowledge retention.
- Analyzed support ticket trends to identify recurring issues and recommend long-term solutions.
- Assisting the team with escalated issues or cases that need further follow up after the frontline
Client Priority Services
Citizens Bank
Johnston, RI
07.2023 - 03.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Being the direct contact for companies to resolve any of their issues.
- Taking care of a portfolio of multiple clients that inquire of different types of issues being experienced.
Client Service Specialist
Citizens Bank
Riverside, RI
06.2022 - 07.2023
- Delivered exceptional client service by addressing inquiries and resolving issues efficiently.
- Assisted clients with account management, providing guidance on products and services.
- Utilized CRM software to track interactions and maintain accurate client records.
- Collaborated with team members to improve service delivery processes and enhance client satisfaction.
Education
High School Diploma -
Paul Cuffee Highschool
Providence, RINo Degree - Business Operations
Year Up Rhode Island
Providence, RI08-2022
Skills
- Remote support
- Network diagnostics
- Security protocols
- Application support
- Deescalation
- Team Building
- Communication
Languages
Spanish
Full Professional
Timeline
Second Level Support Specialist
Citizens Bank
03.2025 - Current
Client Priority Services
Citizens Bank
07.2023 - 03.2025
Client Service Specialist
Citizens Bank
06.2022 - 07.2023
High School Diploma -
Paul Cuffee Highschool
No Degree - Business Operations
Year Up Rhode Island