Danny Leal
Edinburg,United States
Summary
Call center representative with extensive experience in client relations and support. Proven ability to manage high call volumes while effectively resolving customer issues. Achieved top customer satisfaction ratings, reflecting a strong commitment to service excellence. Recognized for building rapport with clients and contributing to overall company success.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Bank of America
01.2025 - Current
- Resolved customer inquiries regarding account balances and transaction history efficiently.
- Assisted clients with online banking setup and troubleshooting issues.
- Delivered information on bank products, services, and promotional offers promptly.
- Documented call details accurately in customer relationship management systems.
- Maintained thorough knowledge of banking regulations and compliance standards during interactions.
- Answered incoming calls while ensuring professionalism and knowledgeable service.
- Processed high volume of calls daily with call management system and web-based communications.
- Managed customer expectations by clarifying needs and recommending suitable products.
Level 2 Security Guard
Deployed Services
01.2023 - 01.2025
- Conducted daily security patrols, inspecting for fire hazards and unauthorized individuals.
- Addressed problems quickly and reported clear information while working under minimal supervision.
- Patrolled parking lots and garages ensuring all vehicles were properly parked in designated areas.
- Completed incident reports regarding violations of policies or procedures.
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies, and regulations.
- Answered questions from the public regarding facility rules and regulations.
- Issued visitor badges and access cards to authorized personnel.
- Interacted with law enforcement officials to report incidents or violations of laws and regulations.
- Administered first aid when necessary in accordance with training guidelines.
- Assisted with searches of personnel, vehicles, packages.
- Maintained high levels of alertness throughout shifts.
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
Caregiver
Apex Home Healthcare
01.2020 - 01.2022
- Monitored client health and reported changes to healthcare professionals.
- Administered medications according to prescribed schedules and guidelines.
- Maintained a clean and safe environment for clients at all times.
- Developed strong relationships with clients to enhance emotional well-being.
- Coordinated transportation for clients to medical appointments and social events.
- Documented client progress and care plans in compliance with company protocols.
- Supported bathing, dressing and personal care needs.
- Collaborated with families to address concerns and improve care strategies.
- Maintained clean and well-organized environment for client happiness and safety.
- Performed light housekeeping tasks related to the client's care such as laundry and changing linens.
- Improved patient outlook and daily living through compassionate care.
- Prepared meals according to dietary requirements and assisted with feeding when necessary.
- Provided companionship for elderly clients by engaging in conversation and participating in recreational activities.
- Encouraged independence while promoting self-care skills such as bathing, grooming and toileting needs.
- Laundered clothing and bedding to prevent infection.
- Respected the rights of each individual client while maintaining confidentiality of all personal information.
- Provided emotional support for clients who were experiencing depression or anxiety due to their illness or disability.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Administered prescribed medications on a timely basis following care plan instructions.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Observed changes in behavior or physical condition that may require medical attention and reported them promptly to supervisor.
Cashier
H-E-B Grocery
01.2017 - 01.2020
- Maintained cleanliness and organization of checkout areas.
- Collaborated with team members to improve customer service experiences.
- Provided support during peak hours to reduce wait times.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Worked closely with front-end staff to assist customers.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Learned roles of other departments to provide coverage and keep store operational.
- Processed customer transactions efficiently at checkout lanes.
- Trained new cashiers on procedures and customer interaction techniques.
- Operated cash register or POS system to receive payment by cash, check and credit card.
Education
some credits - Cybersecurity
South Texas College
09.2025
High School Diploma -
Edcouch-Elsa High School
01.2017
Skills
- Bilingual: English & Spanish
- Customer Service & Call Handling
- Security & Safety Procedures
- Conflict Resolution & Problem-Solving
- Time Management & Multitasking
- Financial Transactions & Data Handling
- Compassionate Caregiving
- Flexible to Work Overtime
References
References available upon request.
Timeline
Call Center Representative
Bank of America
01.2025 - Current
Level 2 Security Guard
Deployed Services
01.2023 - 01.2025
Caregiver
Apex Home Healthcare
01.2020 - 01.2022
Cashier
H-E-B Grocery
01.2017 - 01.2020
some credits - Cybersecurity
South Texas College
High School Diploma -
Edcouch-Elsa High School
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