Kent Karaosmani
Key Largo
Summary
Accomplished professional with over 14 years of extensive experience in the banking and financial sectors, specializing in customer advocacy and strategic planning. Demonstrates a visionary approach in resolving complex issues and enhancing service quality through effective cross-team collaboration and process improvement. Passionate about driving business growth through innovative solutions and maintaining exceptional client engagement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Product Technical Support Analyst Sr.
FIS
09.2023 - Current
- Resolve P1C credit platform issues, ensuring timely solutions and client satisfaction.
- Manage escalated SNOW tickets, maintaining SLA compliance and enhancing service quality.
- Facilitate cross-team collaboration to address complex client needs effectively.
- Communicate via phone, Teams, and email to support client interactions and issue resolution.
- Provide comprehensive product support for P1C credit platform users, ensuring client satisfaction.
- Resolved escalated inquiries via SNOW ticketing, achieving complete resolution within established SLA timeframes and enhancing customer trust.
- Acted as a liaison among clients and internal teams, fostering communication that led to streamlined problem-solving and improved service delivery.
- Utilized internal systems and transactional data to analyze and resolve complex issues, significantly reducing resolution times and improving workflow.
- Maintained organized processes while adapting to changing priorities, ensuring consistent performance and measurable improvements in service quality.
Sr. Chargeback Associate
FIS
02.2022 - 09.2023
- Resolved escalated client inquiries, ensuring compliance with SLA timeframes.
- Collaborate cross-functionally to deliver effective solutions.
- Educate on dispute processes, adhering to Network rules and regulations.
- Serve as SME, enhancing team knowledge and performance.
- Maintain organization and adapt to dynamic work priorities.
- Resolved complex escalated client inquiries, ensuring timely resolution and enhancing customer satisfaction through effective problem-solving.
- Partnered with cross-functional teams to streamline ticket resolution processes, significantly improving response times and operational efficiency.
- Analyzed transactional data to identify trends in disputes, leading to proactive improvements in compliance with Network rules and Regulation Z/E.
- Provided mentorship as a Subject Matter Expert (SME), fostering team knowledge and enhancing overall performance in handling complex inquiries.
Chargeback Associate II
FIS
09.2020 - 02.2022
- Processed cardholder disputes, ensuring compliance with Visa/Mastercard regulations.
- Resolved complex cases using transactional data, enhancing dispute resolution efficiency.
- Acted as SME, providing guidance and support to team members on dispute processes.
- Communicated effectively with clients, maintaining high service standards and satisfaction.
- Exceeded quality benchmarks, contributing to reduced financial losses for the company.
- Resolved complex chargeback cases through meticulous analysis, significantly reducing potential losses and enhancing client trust.
Sr. Business Banking Specialist
Wells Fargo
06.2019 - 09.2020
- Team lead for Business Advocates, enhancing productivity and quality standards.
- Supported goal-setting, ensuring optimal understanding of initiatives.
- Handled escalations for high-value clients, delivering effective solutions.
- Presented on banking products, achieving measurable results in client engagement.
- Streamlined onboarding processes for new business advocates, resulting in noticeable improvements in team productivity and engagement.
- Conducted thorough analyses of client needs, enabling tailored solutions that improved customer satisfaction and retention rates.
- Executed compelling presentations on financial products, successfully converting leads into high-value clients and strengthening market presence.
Brokerage Associate II (Ser 6, 63, 2-15)
Wells Fargo
08.2015 - 06.2019
- Managed client portfolios, ensuring compliance and enhancing client satisfaction.
- Executed trades and transactions, achieving high accuracy and efficiency.
- Collaborated with team to streamline processes, improving service delivery.
- Resolved client inquiries swiftly, enhancing trust and client retention.
- Analyzed market trends, contributing to informed investment strategies.
- Provided expert guidance on market trends, enhancing clients' decision-making and fostering long-term relationships.
- Partnered with financial advisors to streamline client onboarding processes, improving efficiency and client satisfaction.
- Cultivated a positive client experience by addressing inquiries promptly and maintaining open lines of communication.
Service Manager
Wells Fargo
03.2014 - 08.2015
Education
Associate of Arts Degree - Business Administration
St. Petersburg College
01-2012
Skills
- Communication
- Customer Advocacy
- Process Improvement
- Client Engagement
- Product Knowledge
- Process Optimization
- Strategic Planning
- Risk Assessment
- Business Intelligence
- Analytical Thinking
- Performance Analysis
- Product Development
Certification
- License Series 6 - Investment Company and Variable Contracts | FINRA 2015 - 2020
- License Series 63 - Uniform Securities Agent State Law | FINRA 2015 - 2020
Awards
2015 Leadership Council, 2016 Volunteer of the Year, 2018 Stars Performance Award, 2023 1st Place Falling in Love Resolutions
Timeline
Product Technical Support Analyst Sr.
FIS
09.2023 - Current
Sr. Chargeback Associate
FIS
02.2022 - 09.2023
Chargeback Associate II
FIS
09.2020 - 02.2022
Sr. Business Banking Specialist
Wells Fargo
06.2019 - 09.2020
Brokerage Associate II (Ser 6, 63, 2-15)
Wells Fargo
08.2015 - 06.2019
Service Manager
Wells Fargo
03.2014 - 08.2015
Associate of Arts Degree - Business Administration
St. Petersburg College