Joe Velasco

• Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
• Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
• Delegated tasks appropriately according to individual skill sets.
• Built and maintained strong relationships with business partners and third-party vendors to identify gaps or inconsistencies, and developed strategies to improve processes and increase team productivity.

Customer Communications Team

• Completed Quality Audits to ensure letters are being sent out accurately and adhered to compliance expectations
• Proficient with Jira, Sharepoint, DocDNA, OnDemand, CD32X reports, Tableau, Remediations.

• Provided technical support to customers via phone and email.
• Documented customer inquiries and resolutions in a ticketing system.
• Collaborated with internal teams to resolve escalated customer queries quickly.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

• Assisted customers with opening new accounts and applying for loans or credit cards.
• Completed thorough and accurate documentation for money movements, deposits or withdrawals.
• Managed client accounts, ensuring accurate transaction processing while adhering to bank and legal guidelines and regulations to provide exceptional customer service.

• Provided technical support and guidance to specialists.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Assessed customer needs and developed solutions to meet those needs.
• Monitored progress against milestones and adjusted schedules accordingly.
• Provided feedback to specialists to ensure quality standards and company metric expectations were met.

• Directed a team of 30+ representatives to ensure that all customer needs are handled promptly and professionally.
• Conducted regular meetings with staff to discuss performance objectives and standards.
• Provided guidance and assistance to new guest service employees during onboarding process.
• Created training materials and conducted training sessions for guest service personnel on proper customer service techniques.
• Evaluated employee performance regularly and provided constructive feedback for improvement.