Priscilla Luna

I'm currently a contractor for Bank of America

Responsibilities include:

• Closing accounts
• Updating account information
• Helping clients with services provided on BOA app
• Fraud and billing disputes
• Answer client inquiries and resolve problems approximately 60 per day
• Navigate multiple computer systems
• Escalate questions and issues to escalations
• Knowledge of banking products

• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Utilized CRM systems to track customer interactions, ensuring accurate record-keeping and continuous improvement of support processes.
• Take personal
• Provided personalized assistance to customers, resulting in increased loyalty and repeat business.
• Supported sales efforts through upselling techniques and product recommendations tailored to individual customer needs.
• Exceeded performance targets consistently, demonstrating strong commitment to delivering top-notch virtual customer service.

While being a Team leader for 2 years responsibilities included:

• Quality compliance monitoring
• Trained new team members on company policies, procedures, and best practices for delivering outstanding virtual customer service experiences.
• Utilized coaching techniques to improve outcome of daily stats
• Took escalated calls to resolve complex situations
• Daily, monthly and reports to rack agent performance
• Assisted HR in phone interviews, and entire hiring blitz process
• Engaged in team meetings