SHANEIKA GONZALES
Kansas City,MO
Summary
Detail-oriented Contact Center Professional with 15+ years of experience across financial services and customer support environments. Proven ability to assess customer interactions, ensure regulatory compliance, and identify opportunities to improve service quality and operational performance. Recognized for strong communication skills, effective coaching, and a commitment to delivering exceptional customer experiences.
Overview
6
6
years of professional experience
Work History
Account Service Representative II
U.S. Bank
12.2019 - Current
- Manage high-volume customer interactions across phone, email, and chat channels while consistently meeting quality and compliance standards
- Evaluate customer needs and provide accurate, policy-compliant resolutions for business credit accounts
- Maintain detailed and accurate documentation to support audits and quality assurance reviews
- Identify trends in customer inquiries and escalate recurring issues to leadership
Skills
Call Quality Monitoring & Evaluation
Compliance & Policy Adherence
Customer Experience Improvement
Performance Feedback & Coaching
Root Cause Analysis
Call Center Metrics (AHT, QA Scores, FCR)
Documentation & Reporting
Process Improvement
Timeline
Account Service Representative II
U.S. Bank
12.2019 - Current