Jorge Amaya

• Processed customer transactions efficiently and accurately, enhancing service quality.
• Provided insights on banking services to facilitate educated financial actions.
• Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Established trust with clients by maintaining confidentiality and protecting sensitive financial information.

Customer Service Representative | Alorica (Bank of America Account)

January 2025 – August 2025

• Provided high-volume customer support for Bank of America clients, handling inbound and outbound calls in both English and Spanish to resolve account, billing, and service-related inquiries
• Maintained high customer satisfaction by actively listening to customer concerns, de-escalating issues, and delivering clear, accurate solutions with professionalism and empathy
• Consistently met performance and quality metrics, including call handling standards, adherence, and first-call resolution in a fast-paced call center environment.
• Demonstrated strong communication, multitasking, and problem-solving skills while collaborating effectively with supervisors and team members.

• 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.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.
• Demonstrated respect, friendliness, and willingness to help wherever needed.

• Greeted and assisted guests, ensuring a positive first impression and exceptional customer service.
• Managed check-in and check-out processes, enhancing operational efficiency and guest satisfaction.
• Answered phone inquiries, providing information on hotel services and reservations promptly.
• Handled high-pressure situations calmly, maintaining professionalism at all times.
• Assisted in training new hires on front desk operations, contributing to overall team cohesion and productivity.