Leyza Cotto
Lakeland,FL
Summary
Senior account specialist with a strong focus on customer relationship management and communication skills. Demonstrated success in resolving complex inquiries and improving client satisfaction through strategic initiatives. Proven track record of driving results and enhancing client engagement.
Overview
15
15
years of professional experience
Work History
Senior Account Specialist
USAA Federal Savings Bank
Tampa, Florida
01.2019 - Current
- Developed strategies that increased customer satisfaction levels through targeted initiatives.
- Resolved complex account inquiries and service issues, strengthening client relations.
- Handled customer interactions to resolve disputes through effective communication and conflict resolution.
- Monitored compliance with regulatory requirements in account operations to mitigate risks.
Custumer Service Representative
Progressive Auto Insurance
Riverview, Florida
06.2015 - 01.2019
- Responded to customer inquiries with accurate information about products and services, improving overall client understanding.
- Educated clients on coverage options, highlighting benefits of services.
- Processed policy changes and renewals using company software systems, ensuring timely updates for clients.
- Maintained professionalism under pressure, diffusing tense situations to enhance customer satisfaction.
Lead Teller
SunTrust Bank
Seffner, Florida
06.2011 - 04.2015
- Trained and mentored team members on banking policies and procedures, improving overall team knowledge and compliance.
- Supervised daily operations to enhance customer service and transaction efficiency.
- Resolved customer complaints promptly while ensuring compliance with banking regulations.
- Assisted customers with account inquiries and transaction-related issues.
Education
Associate of Arts - Hospitality Management
Monroe College
Bronx, NY01-2000
Skills
- Customer relationship management
- Client acquisition
- Client engagement
- Customer satisfaction
- Effective communication
- Team collaboration
- Professionalism under pressure
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Senior Account Specialist
USAA Federal Savings Bank
01.2019 - Current
Custumer Service Representative
Progressive Auto Insurance
06.2015 - 01.2019
Lead Teller
SunTrust Bank
06.2011 - 04.2015
Associate of Arts - Hospitality Management
Monroe College