Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Veronica Loor

Vero Beach,FL

Summary

Accomplished at Bank of America, adept in escalation management and coaching, I enhanced customer satisfaction and streamlined service delivery. Expert in CRM software, I led teams to exceed service goals through effective conflict resolution and workflow optimization, achieving significant improvements in response times and customer service levels.

Overview

13
13
years of professional experience

Work History

Sr Customer Service Specialist

Bank of America
WFH , FL
08.2022 - Current
  • Handle complex or escalated calls from customers, or internal partners, providing service delivery.
  • Performed routine and complex account maintenance, solved problems, investigated a range of issues and requests that required gathering information, setting expectations, and working with other support organizations to fulfill the request.
  • Ensured adherence to Service Level Agreements while resolving complex customer issues through proficient use of multiple systems.
  • Achieved prompt response times by answering phone calls within service levels. Built rapport while handling objections.
  • Performs in-depth account analysis. Adjusts to continuous changes and acquires new technology skills. Consistently apply ongoing feedback to elevate work quality.

Resolution Specialist

Bank of America
Wfh , NY
03.2020 - 08.2022
  • Developed action plans outlining specific tasks needed in order resolve high priority disputes quickly while maintaining excellent customer service levels.
  • Provide members with accurate and appropriate information to answer questions, troubleshoot issues, and resolve member complaints.
  • Oversaw compliance with state, regional, and HIPAA regulations.
  • Managed complicated cases requiring detailed explanations of lending outcomes.
  • Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Relationship Manager

Bank of America
Yonkers , NY
01.2018 - 03.2020
  • Responsible for helping and supporting the company to develop business relationships with clients.
    Serving the core financial needs of the clients and building long-lasting relationships to ensure customer satisfaction.
    Exceeded sales goals by effectively promoting products and services to maximize our clients' financial needs. Ensuring that risk is identified and managed in daily business, product, and service transactions. Resolving customers' issues and escalating them to the appropriate person or department in a timely and orderly fashion. Functioning as the central delivery point to clients by executing a relationship strategy and working with key business partners to engage expertise. Retraining and expanding high-value relationships while conducting client acquisition activities.
  • Maintained accurate records of all client interactions within the company's CRM system.
  • Provided training sessions for colleagues on best practices.
  • Coordinated approval or rejection of lines of credit or commercial, real estate or personal loans.
  • Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
  • Analysed client financial statements to offer tailored advice and products.
  • Managed daily operations including scheduling appointments, coordinating meetings and preparing agendas.
  • Identified opportunities for cross-selling and upselling financial products to meet clients' objectives.

Relationship Banker

Bank of America
Yonkers , NY
01.2018 - 12.2018
  • Participated in community events and workshops to promote bank services and financial literacy.
  • Maintained records of all customer interactions in a secure database system.
  • Provided customers with financial advice and assistance in setting up accounts, loans, and investments.
  • Facilitated account openings, including checking, savings, and investment accounts, adhering to compliance standards.
  • Provided coaching and mentoring support to team members.

Teller Operations Specialist

Bank of America
Miami , FL
01.2013 - 12.2017
  • Reported daily averages and shortages to operations department.
  • Assisted with training new employees on proper teller functions and operations.
  • Balanced bank's vault of daily cash for withdrawals and deposits.
  • Ensured compliance with internal controls by monitoring operational processes throughout the day.
  • Adhered to all applicable laws and regulations pertaining to banking operations.
  • Trained employees on cash drawer operation.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Csr /Senior Bank Teller

Bank of America
Miami , FL
10.2011 - 12.2013
  • Maintained the highest level of customer service standards while consistently delighting customers and exceeding expectations. Coached and trained tellers to process transactions accurately, efficiently, in accordance with established policies and procedures. Created a positive team environment in the banking center by demonstrating appropriate behavior. Worked closely and provided input to the banking center manager and assistant manager to continually improve banking center performance, procedures, and routines.

Education

Associate of Applied Science - Forensic Science

Bronx Community College
Bronx, NY
06-2011

Skills

  • Call auditing
  • Escalation management
  • Floor supervision
  • Ticketing systems
  • Conflict management
  • Email support
  • Documentation review
  • Call control
  • Database research
  • De-escalation techniques
  • CRM software
  • Coaching and mentoring
  • Complaint handling
  • Workflow optimization

Languages

English
Professional
Spanish
Professional

References

References available upon request.

Timeline

Sr Customer Service Specialist

Bank of America
08.2022 - Current

Resolution Specialist

Bank of America
03.2020 - 08.2022

Relationship Manager

Bank of America
01.2018 - 03.2020

Relationship Banker

Bank of America
01.2018 - 12.2018

Teller Operations Specialist

Bank of America
01.2013 - 12.2017

Csr /Senior Bank Teller

Bank of America
10.2011 - 12.2013

Associate of Applied Science - Forensic Science

Bronx Community College

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