Renee Souza
Barrington,RI
Summary
Accomplished banking professional with extensive experience in back-office operations, call center support, retail banking, fraud, claims, and complex case resolution. Proven track record of improving operational workflows, resolving escalations, ensuring regulatory compliance, mitigating risk, and enhancing customer service in high-volume financial environments.
Overview
19
19
years of professional experience
Work History
Banking Operations Sr. Specialist/Superior Customer Experience & Escalations
Santander Bank
East Providence, RI
04.2016 - 10.2025
- Managed high-volume escalation calls across retail banking, fraud, claims, and online banking, improving first-call resolution and overall customer satisfaction
- Handled claims and dispute resolution, including fraud transactions, billing issues, and digital payment platforms such as Zelle, ensuring timely and compliant outcomes
- Consistently exceeded KPIs related to customer satisfaction, call quality, and productivity in a fast-paced call center environment
- Provided leadership and mentorship to cross-regional call center teams, boosting efficiency, improving key performance indicators, and increasing overall team productivity.
- Collaborated with leadership to track KPIs, identify trends, and improve customer retention and revenue opportunities
- Resolved complex technical and account-related issues, reducing repeat calls and enhancing customer experience
- Maintained strict compliance with banking regulations and internal policies, ensuring audit readiness
- Partnered with operations/back-office departments to investigate and resolve complex cases across accounts, loans, claims, and fraud, delivering accurate and timely solutions.
Universal Banking Specialist
02.2011 - 04.2016
- Cross-trained across multiple departments including claims, fraud, disputes, loans, business banking and retail and account services, providing full-service banking support
- Processed and resolved customer claims and transaction disputes, ensuring accuracy and regulatory compliance
- Consistently exceeded monthly performance goals in customer service, productivity, and sales metrics
- Provided coaching and peer training for new hires, improving onboarding and team performance
Personal Banking Specialist
03.2007 - 02.2011
- Delivered full-service support for deposits, loans, and account management in a high-volume call center environment
- Consistently exceeded performance goals and ranked among top performers in sales and customer satisfaction
- Strengthened customer relationships through solution-based problem-solving and financial guidance
- Maintained 100% compliance and transaction accuracy
Education
Business Administration
Community College of Rhode Island
Skills
Call Center Operations & Leadership
Customer Escalations & Complaint Resolution
Microsoft 365 (Word, Excel, PowerPoint, Teams), Google Workspace, Citrix Workspace, Workday, Synergy Loan Systems, Lynx Fraud Systems, Portal CIC
Accomplishments
- Consistently exceeded monthly performance goals and KPIs in customer satisfaction, productivity, and call quality
Timeline
Banking Operations Sr. Specialist/Superior Customer Experience & Escalations
Santander Bank
04.2016 - 10.2025
Universal Banking Specialist
02.2011 - 04.2016
Personal Banking Specialist
03.2007 - 02.2011
Business Administration
Community College of Rhode Island