Victor Lacan
Kissimmee,FL
Summary
Dynamic Business Operations Service Specialist Coordinator at Truist Financial, recognized for enhancing customer satisfaction through effective complaint resolution and cross-functional coordination. Proven ability to train and develop teams, leveraging critical thinking and Microsoft Excel skills to drive process improvements and optimize service delivery, resulting in increased client retention and operational efficiency.
Service professional with strong track record in enhancing customer satisfaction and operational efficiency. Adept at resolving issues promptly, fostering team collaboration, and adapting to changing requirements. Skilled in problem-solving, communication, and multitasking to deliver consistent results. Dependable and focused on achieving high standards in service delivery.
Overview
26
26
years of professional experience
Work History
Business Operations Service Specialist Coordinator
Truist Financial
04.2003 - 10.2025
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Managed account maintenance processes, ensuring accuracy and compliance with regulatory standards.
- Provided training and mentorship to junior staff, fostering a collaborative team environment.
- Analyzed customer feedback to implement process improvements that enhanced service quality.
- Coordinated with cross-functional teams to streamline operations and improve client satisfaction.
- Developed training materials to enhance staff knowledge of financial products and services.
- Led initiatives to optimize workflow efficiency, reducing response times for customer requests.
- Evaluated service metrics to identify trends, driving strategic decisions for performance enhancement.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Consistently met or exceeded performance metrics related to service quality, response time, and customer satisfaction scores.
- Cultivated strong relationships with clients through excellent communication skills and genuine concern for their needs, leading to increased client retention rates over time.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
- Managed service specialist team, fostering a positive work environment and encouraging teamwork to achieve desired results.
- Handled escalated customer concerns with professionalism, resulting in improved relationships and repeat business.
- Proactively identified opportunities for improvement within the service delivery process, implementing changes that led to tangible benefits for both customers and employees alike.
- Collaborated with team members to develop new strategies for improving service quality and efficiency.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
Group Reservations Specialist
Hilton Reservations Worldwide
01.2000 - 01.2001
- Managed group booking processes to ensure seamless guest experiences.
- Maintained up-to-date knowledge of hotel facilities, services, and local attractions to provide expert recommendations for groups.
- Increased customer satisfaction through prompt response times, accurate booking confirmations, and proactive communication.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Handled reservations and answered questions from interested patrons for hotel chain.
Education
No Degree - Psychology
University of The Virgin Islands
St. Croix U.S.V.I. High School Diploma -
St. Croix Educational Complex
St. Croix U.S.V.I06-1997
Skills
- Customer relationship management (CRM)
- Follow-up skills
- Call management
- Sales expertise
- Critical thinking
- Multitasking and organization
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
- Microsoft Excel
- Call center experience
- Computer proficiency
- Quality control
- Staff training
- Complaint resolution
- Payment processing
- Project management
- Call center operations
Timeline
Business Operations Service Specialist Coordinator
Truist Financial
04.2003 - 10.2025
Group Reservations Specialist
Hilton Reservations Worldwide
01.2000 - 01.2001
No Degree - Psychology
University of The Virgin Islands
High School Diploma -
St. Croix Educational Complex