ROBERT J GUERRA
San Antonio,TX
Summary
Highly personable Customer Service Professional with over nine years of experience in team management, back-office processing, and call-center operations. Talent for identifying customer needs, presenting appropriate company product and service offerings. Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business. Track record of assisting in the design and implementation of reporting procedures that improve customer-satisfaction ratings. Expertise in resolving escalated customer service issues. Delivery of exceptional customer service. Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook).
Professional client service expert with history of enhancing client satisfaction and loyalty. Known for effective problem resolution and proactive client engagement. Reliable team player with focus on achieving results and adapting to changing needs.
Overview
12
12
years of professional experience
Work History
CCB Client Service Representative
Citibank
06.2023 - Current
- Currently acting as team lead.
- Host weekly team meetings and case clinic.
- Provides team with procedural updates or updates within service.
- Covers best practices and helps team with questions they have may.
- Manages the complaint tracker and process.
- Handles escalations within service, whether from clients or from the coverage team.
- Worked directly with external and internal departments to ensure proper resolution of issues and exception processing.
- Provided customer service and timely resolution to high profile and sensitive clients.
- Provided operational support across functions, including administering defined procedures.
- Created, managed and own cases to provide a timely resolution and assist clients with finding the root cause to prevent future issues or concerns.
- Ensure all cases are updated on a regular basis and advise clients of status.
Capital Group Client Service Advisor
Capital Group
01.2022 - 06.2023
- Assisted investors and financial advisors with various issues.
- Processed redemptions.
- Added new funds or processed exchanges between funds.
- Answered questions regarding IRS guidelines and general mutual fund questions.
- Researched and processed corrections of fund transactions.
CCB Client Service Representative
Citibank
01.2020 - 01.2022
- Worked directly with external and internal departments to ensure proper resolution of issues and exception processing.
- Provided customer service and timely resolution to high profile and sensitive clients.
- Provided operational support across functions, including administering defined procedures.
- Created, managed and own cases to provide a timely resolution and assist clients with finding the root cause to prevent future issues or concerns.
- Ensure all cases are updated on a regular basis and advise clients of status.
Assoc Ops Support Analyst
Citibank
01.2017 - 01.2020
- Processed Citibusiness Online enrollment and maintenance request, working directly with internal partners.
- Analyzed and prioritized requests received from internal departments, whether high priority requests like helping client regain access or basic maintenance request.
- Provided support to CSRs regarding client issues with online access.
- Processes basic account maintenance utilizing resources such as BABO, CWS, Systematics, RSM, Pep +, Sign Plus, Sales Force and Wausau.
Branch and Client Services
Citibank
01.2014 - 01.2017
- Worked directly with internal departments to ensure proper balancing of general ledgers and exception processing.
- Performed routine and complex processing tasks, inclusive of daily balancing, and other miscellaneous financial / maintenance transactions with major visibility to our internal and external clients using department procedures and guidelines.
- Able to analyze data against established criteria and make sound business decisions, guiding other staff and advising managers of any unusual issues as well as any over standard items.
- Processes basic account maintenance utilizing flow-based computer systems and structured procedures.
Small Business Service Associate
Citibank
01.2013 - 01.2014
- Answered general account questions and resolved account issues for Business Banking, Commercial and Wire Online clients while providing a unique customer service experience.
- Used multiple tools and platforms to assist clients, customer service associates and branch personnel.
- Balanced client’s needs using problem solving and decision-making skills while adhering to procedures, laws and regulations.
- Worked in a team environment, achieving individual and team performance target goals.
Skills
- Strong empathy
- Exceptional communication
- Client relations
- Escalation management
- Problem-solving skills
- Excellent communication
Timeline
CCB Client Service Representative
Citibank
06.2023 - Current
Capital Group Client Service Advisor
Capital Group
01.2022 - 06.2023
CCB Client Service Representative
Citibank
01.2020 - 01.2022
Assoc Ops Support Analyst
Citibank
01.2017 - 01.2020
Branch and Client Services
Citibank
01.2014 - 01.2017
Small Business Service Associate
Citibank
01.2013 - 01.2014
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