Vanesa Garza
Brownsville,TX
Summary
Dynamic Bilingual Quality Assurance Analyst with a proven track record at First National Bank Texas. Expert in quality assurance and compliance, I have successfully mentored teams, enhancing productivity and performance. My strong communication skills and problem-solving abilities have consistently improved client relations and support, driving exceptional customer satisfaction.
Overview
2
2
years of professional experience
Work History
Bilingual Quality Assurance Analyst
First National Bank Texas
Brownsville, Texas
05.2024 - Current
- Coached and mentored team members on QA strategies, boosting overall efficacy
- Collaborated with teams to address challenges and align project goals
- Submitted performance reports to leadership, highlights agent progress and improvements
- Reviewed agents’ performance to determine eligibility for promotions
- Ensured compliance with industry regulations and QA standers
- Designed and implemented new hire training programs, improving team productivity
- Training new employees in customer service policies and best practices
Bilingual Virtual Banker
First National Bank Texas
Brownsville, Texas
08.2023 - 05.2024
- Ensured strict compliance with baking regulations to maintain a secure environment
- Delivered exceptional customer service, resolving concerns quickly and professionally
- Educated clients on banking products and personalized finical solutions
- Managed high value accounts, maintaining balances and client satisfactions
- Handled high call volumes while providing top-tier customer support
- Enhanced customer satisfaction through timely and accurate chat support
Education
Bachelor of Arts - Business Management
University of Rio Grande Valley
Brownsville, TX05.2026
Skills
- Quality Assurance and Compliance
- Mentoring and Training
- Strong communication
- Problem Solving
- Team collaboration
- Client Relations and Support
Timeline
Bilingual Quality Assurance Analyst
First National Bank Texas
05.2024 - Current
Bilingual Virtual Banker
First National Bank Texas
08.2023 - 05.2024
Bachelor of Arts - Business Management
University of Rio Grande Valley
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