Nicole Juarbe
Miramar
Summary
Customer Service Operations Leader with 4+ years of progressive experience in financial services, specializing in escalations management, regulatory compliance, and team leadership. Proven ability to build and lead escalation functions, coach high-performing teams, and resolve complex, high-risk customer issues. Bilingual professional recognized for improving operational efficiency, compliance adherence, and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Supervisor, Escalations & Complaints Management
BMG Money
01.2025 - 01.2026
- Established and led the Escalations Department, developing workflows, documentation standards, and resolution protocols
- Managed high-level and sensitive customer complaints requiring executive-level review and regulatory awareness
- Tracked and governed all escalations to ensure compliance with internal policies and financial regulations
- Reduced resolution turnaround times while improving customer retention and satisfaction
- Analyzed complaint trends to identify systemic issues and implemented corrective process improvements
Senior Team Lead, Customer Support
BMG Money
01.2023 - 01.2025
- Promoted into leadership role based on consistent high performance and operational expertise
- Provided QA coaching, training, and performance management for a team of 22 customer service agents
- Directed daily customer support operations and assisted with complex escalations
- Supported and coordinated front-line leadership for outsourced BPO teams in Mexico
- Contributed to improved service quality metrics and team productivity
Customer Service Agent, Customer Support
BMG Money
09.2021 - 01.2023
- Managed high-volume inbound and outbound calls related to loans, payments, and account inquiries
- Consistently ranked within the top 5% of performers company-wide based on KPIs and quality scores
- Maintained strong customer satisfaction while meeting productivity and compliance targets
- Resolved complex billing, payment, and account discrepancies with accuracy and professionalism
- Cross-trained in collections and loan processing to support broader operational needs
Federal Work-Study (FWS) Clerical Assistant
Barry University
08.2018 - 05.2019
- Supported Financial Aid Office operations, including account management and record maintenance
- Maintained electronic and physical filing systems to ensure data accuracy and accessibility
- Prepared reports, correspondence, and materials for departmental events
- Assisted with scholarship and financial aid program administration
Education
Bachelor of Science - Nursing
Barry University
Miami, FL05.2025
High School Diploma - undefined
Everglades High School
06.2018
Skills
- Customer Service Leadership
- Escalations & Complaints Management
- Regulatory Compliance
- Quality Assurance & Coaching
- Performance Management
- Process Improvement
- Conflict Resolution
- Collections & Loan Processing
- Reporting & Executive Presentations
- Microsoft Office
- Google Workspace
- Bilingual: English & Spanish
Timeline
Supervisor, Escalations & Complaints Management
BMG Money
01.2025 - 01.2026
Senior Team Lead, Customer Support
BMG Money
01.2023 - 01.2025
Customer Service Agent, Customer Support
BMG Money
09.2021 - 01.2023
Federal Work-Study (FWS) Clerical Assistant
Barry University
08.2018 - 05.2019
High School Diploma - undefined
Everglades High School
Bachelor of Science - Nursing
Barry University