Oneill Gomez-Lugo
Kissimmee
Summary
Dynamic Online Banking Specialist with a proven track record at Convergys, excelling in training agents and handling customer calls following regulatory compliance. Leveraged digital banking expertise to enhance user experience, driving customer satisfaction and retention. Skilled in account management and conflict resolution, I implemented security measures that safeguarded sensitive data while optimizing service delivery.
Overview
4
4
years of professional experience
Work History
PayPal Online Banking Specialist.
Convergys
05.2022 - 11.2025
- Assisted customers with online banking inquiries and transactions, ensuring prompt resolution of issues.
- Navigated banking software to support account management and troubleshooting processes.
- Provided guidance on digital banking features, enhancing customer engagement and satisfaction.
- Collaborated with team members to streamline communication between departments for efficient service delivery.
- Monitored account activity to identify potential fraud and alert appropriate departments for further investigation.
- Developed training materials for new staff on online banking systems and protocols, improving onboarding efficiency.
- Implemented feedback mechanisms to gather customer insights, leading to enhancements in user experience design.
- Maintained up-to-date knowledge of compliance regulations affecting online banking operations and customer interactions.
- Implemented feedback from clients to improve overall user experience within the web-based platform.
- Delivered training sessions to colleagues on best practices in handling common customer concerns related to online banking services.
- Developed and implemented security measures for safeguarding sensitive customer data within the online platform.
- Spearheaded initiatives aimed at improving accessibility for users with disabilities, expanding reach of our services to a wider audience.
- Contributed to cross-functional teams by providing input on product enhancements and improvements to maximize customer value.
- Drove customer retention and loyalty by consistently providing exceptional support during various stages of account management.
- Assisted marketing team in creating targeted campaigns highlighting key features of our online banking services, increasing adoption rates.
- Optimized account management processes through effective utilization of CRM tools, enhancing team efficiency.
- Provided personalized support to high-net-worth individuals, maintaining confidentiality while managing complex financial matters.
- Assisted clients in navigating the various features of their accounts, promoting a more efficient use of online services.
- Streamlined the account opening process for online clients, resulting in faster onboarding of new customers.
- Collaborated with IT department to address technical concerns, ensuring seamless online banking operations.
- Conducted regular audits to ensure compliance with federal regulations and industry standards for secure online transactions.
- Increased customer satisfaction by delivering timely and accurate assistance in online banking inquiries.
Education
High School Diploma - Psychology
Freedom High School
Orlando, FL05.2012
Skills
- Continuous learning mindset
- Transaction monitoring
- Fraud detection skills
- Conflict resolution
- Data analysis capabilities
- Regulatory compliance awareness
- Banking software proficiency
- Account management
- Financial product sales
- Cross-selling techniques
- Risk assessment techniques
- Digital banking expertise
- User interface design
- Payment processing systems
- Electronic funds transfers
- Mobile banking solutions
Languages
Spanish
Native or Bilingual
Timeline
PayPal Online Banking Specialist.
Convergys
05.2022 - 11.2025
High School Diploma - Psychology
Freedom High School