MARIO ARCE CASTILLO
Las Vegas,NV
Summary
Customer service professional with 9+ years of experience in banking and telecommunications. Proven success in coaching, mentoring, and developing high‑performing teams to meet quality, compliance, and customer satisfaction goals. Calm under pressure, adaptable, and focused on continuous improvement and team collaboration.
Overview
10
10
years of professional experience
Work History
OJT Coach
Bank of America
Las Vegas, NV
05.2025 - Current
- Reinforced call quality and compliance through side‑by‑side coaching, ensuring service excellence.
- Partnered with supervisors to identify skill gaps and delivered targeted support sessions to address training needs.
- Coached and mentored new hires to enhance onboarding experience and accelerate development.
- Lead by example with adherence to policy, empathy in communication, and performance consistency.
Client Service Representative III
Bank of America
Las Vegas, NV
01.2022 - Current
- Handled high‑volume inbound client inquiries, fostering positive client relationships through professionalism and empathy.
- Resolved complex financial issues, maintaining full regulatory compliance and enhancing client trust.
- Supported peers and new team members through informal mentoring and procedural training, contributing to team cohesion.
- Recognized for exceeding customer service goals and driving team motivation initiatives.
Store Manager
Sukar & Sons of Nevada (Cricket Wireless Authorized Dealer)
Las Vegas, NV
03.2016 - 12.2021
- Lead a team to consistently surpass sales and service benchmarks.
- Supervised daily store operations, training, and inventory management to optimize marketing initiatives.
- Created tailored coaching plans to improve productivity and customer experience.
- Fostered team accountability and collaboration, enhancing performance across multiple retail locations.
Education
Diploma -
Rancho High School
Las Vegas, NV06-2010
Skills
- Training and development
- Leadership and coaching
- Customer satisfaction
- Conflict resolution
- Regulatory compliance
- Data-driven performance
- Problem-solving
- Communication skills
Bilingual
- English
- Spanish
Timeline
OJT Coach
Bank of America
05.2025 - Current
Client Service Representative III
Bank of America
01.2022 - Current
Store Manager
Sukar & Sons of Nevada (Cricket Wireless Authorized Dealer)
03.2016 - 12.2021
Diploma -
Rancho High School