Karolena Pineda
Mesa,AZ
Summary
Successful at excelling in fast-paced, competitive environments. Good critical thinking and customer service abilities paired with in-depth knowledge of bank products and other services. Proficient in updating accounts, processing transactions, research, report creations and coordinating records. Seeking to bring expertise to a dynamic role where I can contribute to the achievement of ambitious goals and propel the organization to new heights.
Overview
12
12
years of professional experience
Work History
Call Center Banker
Bank of America
05.2024 - Current
- Delivered exceptional client experience by handling 25-30 calls per day addressing account concerns, applications and product knowledge
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Accurately documents client interactions, account changes, and transaction details through banks CRM system maintaining up to date records
- Collaborated with other departments ensuring seamless client experience
Account Manager
ADP
08.2023 - 04.2024
- Act as a bridge between clients and company, addressing concerns and ensuring successful collaboration
- Collaborated with internal teams to streamline communication channels, ensuring efficient service delivery
- Develop and deliver customized reports to clients highlighting key metrics and performance indicators
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of 50- 73 accounts, ensuring timely communication and effective problem resolution.
Client Support Specialist II
ADP
08.2022 - 08.2023
- Improved product knowledge on continuous basis to provide optimal service and achieve customer satisfaction
- Consistently maintained a 95% customer satisfaction rate by efficiently addressing and resolving client issues within a prompt timeframe exceeding performance metrics.
- Effectively managed training sessions to stay on schedule, covering all necessary topics while allowing time for questions and interactive elements.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
Field Service Coordinator
Dish Network Corp
12.2019 - 07.2022
- Identified and implemented cost-saving measures, resulting in a 10% reduction in operational expenses without compromising service quality
- Determined schedules, sequences and assignments for work activities, based on priority, quantity of equipment and personnel skill.
- Conducted engaging training sessions, utilizing variety of instructional methods to accommodate different learning styles and ensure effective knowledge transfer
Social Media Specialist
Dish Network Corp
04.2018 - 12.2019
- Effectively managed social media crises, maintaining brand reputation by responding promptly, transparently, and professionally during challenging situations
- Work closely with marketing, PR, and other teams to ensure cohesive and aligned messaging across channels
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
- Responded between 8 separate platforms maintaining 97% respond rate within 3 minutes
Customer Service Representative
Dish Network Corp
05.2016 - 04.2018
- Diagnose and troubleshoot hardware and software problems, guiding customers through step-by-step solutions to resolve issues
- Maintain in-depth knowledge of telecom products and services to effectively address customer queries and concerns.
- Identify opportunities to promote additional services or upgrades, contributing to revenue growth and customer satisfaction
Floor Supervisor
PVH Corp.
02.2013 - 10.2016
- Arranged items in favorable positions and areas of store for optimal sales
- Mentored employees in management of complicated sales, complex issues and difficult customers.
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Trained and coached new employees according to new hire procedures and proven sales strategies.
Education
No Degree - Data Analytics
Coursea
Online12.2024
Diploma -
McClintock High School
Tempe, AZ05.2013
Certificate Of Completion -
East Valley Institute of Technology
Mesa, AZ05.2013
High School Diploma -
Mesa Community College
Mesa, AZ2013
Skills
- Adaptability
- Analytical thinking
- Cross functional collaboration
- Client relationship management
- Scheduling efficiency
- Vendor collaboration
- Training and development
- Team leadership
Timeline
Call Center Banker
Bank of America
05.2024 - Current
Account Manager
ADP
08.2023 - 04.2024
Client Support Specialist II
ADP
08.2022 - 08.2023
Field Service Coordinator
Dish Network Corp
12.2019 - 07.2022
Social Media Specialist
Dish Network Corp
04.2018 - 12.2019
Customer Service Representative
Dish Network Corp
05.2016 - 04.2018
Floor Supervisor
PVH Corp.
02.2013 - 10.2016
No Degree - Data Analytics
Coursea
Diploma -
McClintock High School
Certificate Of Completion -
East Valley Institute of Technology
High School Diploma -
Mesa Community College
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