Paola Noboachauvin
Hallandale Beach
Summary
Dynamic Customer Experience Associate with a proven track record at HSBC Bank USA, excelling in enhancing client satisfaction through effective problem-solving and regulatory compliance. Bilingual in English and Spanish, I foster strong customer relationships while leveraging Microsoft Office skills to streamline operations and drive results.
Overview
8
8
years of professional experience
Work History
Customer Experience Associate
HSBC Bank USA
Aventura
04.2024 - Current
- Educated clients on banking products and services to enhance their experience.
- Utilized CRM systems for tracking customer interactions and feedback.
- Conducted onboarding sessions for new customers to facilitate account setup.
- Answered incoming calls, emails, and chats in a timely manner.
- Developed comprehensive procedures for handling escalated issues efficiently.
- Identified opportunities to improve the customer experience through feedback analysis.
Area Banker
Citibank, NA
Miami
09.2021 - Current
- Modify, open and close customer accounts.
- Train and coach less experienced team members in procedures, compliance standards and performance strategies.
- Advise customers on bank products, services and financial planning options.
- Help customers open and close accounts, apply for loans and make sound financial decisions.
- Manage escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
Financial Associate
Citibank, NA
Aventura
03.2017 - 09.2021
- Analyzed transactions and thoroughly document findings by drafting and preparing Suspicious Activity Reports and Currency Transaction Reports.
- Validated CIP information through documents and non-documentary methods.
- Cross-sell bank products by answering inquiries, educating customers of new services, products and promotions.
- Conducted "daily proof process" to ensure adherence to operational requirements and investigate controllable losses among branch associates.
- Partnered with Personal Bankers in order to exceed expectations and referral goals.
Education
Master of Science - Psychology
Nova Southeastern University
Davie, FLCertificate - AMLCA
FIU FIBA
Miami, FLBachelor of Science - Public Safety Management
Miami Dade College
Miami, FLAssociate of Science - Criminal Justice
Miami Dade College
Miami, FLSkills
- Excellent interpersonal abilities
- Problem solving, and improvising skills
- Strong Microsoft Office skills
- Strong and positive customer relationships
- Bilingual in English and Spanish
- Detail oriented
- Regulatory compliance
- Banking operations support
Education and Training
other
Timeline
Customer Experience Associate
HSBC Bank USA
04.2024 - Current
Area Banker
Citibank, NA
09.2021 - Current
Financial Associate
Citibank, NA
03.2017 - 09.2021
Master of Science - Psychology
Nova Southeastern University
Certificate - AMLCA
FIU FIBA
Bachelor of Science - Public Safety Management
Miami Dade College
Associate of Science - Criminal Justice
Miami Dade College
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