Leana Consuegra
Orlando,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in Banking industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing in my Role.
Overview
9
9
years of professional experience
Work History
Enterprise Fraud Management Interim Team Lead II
Truist Bank
Orlando, Florida
01.2025 - Current
- Work closely with other departments, to continually strengthen our partner relationships and to gain the knowledge to further improve our processes or techniques.
- Ensure timely and accurate response to inquiries from partners/teammates and consistently meet established production metrics/SLAs, as applicable.
- Demonstrate a positive, supportive attitude as an example to your team and FTS, supporting and encouraging teammate engagement.
- Attend and participate in all FTS Calibration, Town Hall and Leadership meetings as requested.
- Participate in all meetings and collaborations with your peer Leaders in all sites. Continue to foster the good and positive relationships that have anchored this team thus far.
- Promptly respond to any direct communications from leadership regarding your line of business. Responses should be accurate and professional.
- Be ready to account for the success and progress of every teammate under your direction. Each Lead should effectively engage in monitoring all Production Summary reports and initiate coaching sessions to ensure you are fully aware of the progress and opportunities that exist within your team.
- All Leaders should openly celebrate the success of their teammates utilizing the various forums offered by Truist.
- Proactively document any disciplinary actions that occur each month for all affected teammates and keep Management abreast of these occurrences.
- Schedule monthly 1 on 1’s and Team meetings on the calendar and communicate these efforts across site to eliminate any issues with Triage during the workday.
- Ensure that each of your direct reports understand the goals and responsibilities associated with their role. Make sure they know how important it is that we are always professional and client-friendly in all our interactions.
- Ensure that you periodically check in on all FTS Fraud Support Team Chats to ensure that we inspect what we expect. We should always strive to ensure that timely dispute resolution and positive client experiences are our top priority.
- Spend both quality time and performance time with the members of your team each day.
- Track and monitor all coaching (OCOF’s).
- Encourage your direct reports in their career growth. Ensure they take advantage of the career resources and Learning Center courses offered by Truist as time permits.
- Collaborate with your direct Leader for any potential staffing, attrition, and hiring needs.
- Make areas of Risk Effectiveness a priority in your day-to-day operations.
- Proactively look for ways through our interactions to improve our client experiences. Meet regularly with your teammates and Leader to collaborate and implement innovative ideas
Enterprise Fraud Management Team Lead I
Truist Bank
Orlando, Florida
11.2023 - 01.2025
- Monitor Amazon Connect to ensure teammates adhere to all productive behaviors and address any issues as they occur,
- Monitor Amazon Connect for any OCOF occurrences to provide effective coaching to all affected teammates.
- Support the Leadership team with any projects and assignments that will ensure team success and teammate rapport are a priority.
- Complete weekly Audit Oversight via SharePoint and communicate any performance gaps to Leadership.
- Lead huddles, training sessions and refreshers as new information arises.
- Maintain open lines of communication by bridging the gap between Seniors and TL2’s to mitigate any challenges.
- Ensure teammates adhere to the daily Productivity Rate as set by Scoreboard standards.
- Partner with Leadership to celebrate the success of our teammates with My Purpose and regular acknowledgment of their accomplishments.
- Participate in all meetings and collaborations with all sites. Continue to foster the good and positive relationships that have anchored this team thus far.
- Work closely with other departments, to continually strengthen our partner relationships and to gain the knowledge to further improve our processes or techniques.
- Diligently work with FTS Support’s assigned Policy Strategist to ensure accuracy of all published documents and to bridge gaps within our processes.
- Ensure timely and accurate response to inquiries from partners/teammates and consistently meet established production metrics/SLAs, as applicable.
- Demonstrate a positive, supportive attitude as an example to your team and FTS, supporting and encouraging teammate engagement.
- Ensure all procedural changes are communicated to all sites and business partners.
- Review FTS processes to identify procedural gaps and submit them to all business partners for applicable updates.
- Proactively take ownership of your career growth by enlisting in courses LinkedIn, BIA courses, Mentorship programs, etc.
Team Leader
Truist Bank
Orlando, Florida
10.2022 - 11.2023
- Reviewed completed work to verify consistency, quality and conformance.
- Fostered positive employee relationships through communication, training and development coaching.
- Completed daily quality assurance duties to provide feedback for improvements.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Monitored operations and reviewed records and metrics to understand company performance.
- Interviewed and selected potential new team members from list of candidates recommended by recruitment team.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Offered training and support to keep team members motivated and working toward objectives.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Developed training to meet individual requirements and team strategies.
- Communicated rules and expectations to to the team and performed necessary corrective actions.
- Support teammates with their professional development and create material to improve performance.
- Weekly meetings with team members to help them with their metrics and performance.
Customer Service Coach I & II
Truist Bank
Orlando, FL
11.2020 - 10.2022
- Conduct structured coaching, side-by-side and silent monitoring to improve teammate metrics and professional development.
- Handle client escalations and provide coaching to develop teammates in de-escalations skills.
- Implement special projects such as skill hubs and preparing material via PowerPoint presentations for teammates and mentors during the transition process.
- Complete operational complaint, coaching opportunities and making sure that audit reports are being handled in a timely manner.
- Review scored calls on a weekly basis to ensure that teammates are being coached with strength base approach. Ensuring they understand each procedure and complete required remediation’s.
- Be a part of crucial conversations with teammates about company policy and partner with the manager to complete the interview process.
Customer Service Representative
SunTrust Banks
Orlando, FL
02.2018 - 11.2020
- Informed customers about Banking procedures, processed loan payments and provided variety of banking solutions to deepen the clients banking relationship.
- Mentored new employees in procedures and Banking policies in order to maximize team performance.
- Asked probing questions to determine financial service needs and accurately input information.
- Answered inbound and outbound calls and building rapport to help them achieve their financial goals .
- Evaluated customer account information to assess current issues and determine potential solutions.
- De-escalated customer concerns, maintaining calm, friendly demeanor.
Manager
Building blocks
Orlando, FL
07.2017 - 02.2018
- Verified and logged in deadlines for responding to daily inquiries.
- Managed supply inventory and company files using online tracking system.
- Supervised and trained admitting, billing and collection staff.
- Created databases and spreadsheets to improve inventory management and reporting accuracy.
Histotechnologist
Laboratorio Tisular C.A
Maracay- Venezuela
07.2016 - 10.2016
Education
Bachelor of Science - Histotechnologist
Universidad Arturo Michelena
Valencia - Venezuela01.2016
High School Diploma -
Olga Bayone De Rodriguez
Valencia- Venezuela06.2012
Skills
- Strong problem solver
- Client-focused
- Deadline-oriented
- Strong organizational skills
- Adaptive team player
- Strong interpersonal skills
- Microsoft Office expertise
Accomplishments
- Completed Service to Solutions training to enhance my overall performance.
- Account Security and Claims training.
- Loan Servicing training.
- Completion of Mentor training.
- Leadership bilingual Transition Mentor.
- Purpose Leader for Orlando CCC Award Dec. 2019.
- Account Security and Claims Mentor.
Timeline
Enterprise Fraud Management Interim Team Lead II
Truist Bank
01.2025 - Current
Enterprise Fraud Management Team Lead I
Truist Bank
11.2023 - 01.2025
Team Leader
Truist Bank
10.2022 - 11.2023
Customer Service Coach I & II
Truist Bank
11.2020 - 10.2022
Customer Service Representative
SunTrust Banks
02.2018 - 11.2020
Manager
Building blocks
07.2017 - 02.2018
Histotechnologist
Laboratorio Tisular C.A
07.2016 - 10.2016
Bachelor of Science - Histotechnologist
Universidad Arturo Michelena
High School Diploma -
Olga Bayone De Rodriguez