Viviana Marino
Kathleen,GA
Summary
Dynamic Customer Service Manager with a proven track record at American Pride Bank, enhancing customer satisfaction through strategic initiatives and effective training programs. Skilled in problem-solving and CRM, I successfully reduced complaints and increased team productivity, fostering strong client relationships and ensuring compliance with banking regulations.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Customer Service Manager, Banking Officer
American Pride Bank
- Oversaw customer service team to ensure high-quality support and satisfaction.
- Developed training programs to enhance staff skills and improve service delivery.
- Implemented process improvements to streamline customer interactions and reduce response time.
- Analyzed customer feedback to identify trends and drive strategic initiatives for service enhancement.
- Led initiatives aimed at increasing overall customer retention through enhanced support strategies.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Assistant Customer Service Manager
American Pride Bank
Macon, GA
09.2024 - 08.2025
- Assisted in resolving customer inquiries and complaints, enhancing satisfaction levels.
- Supported daily operations by coordinating staff schedules and resource allocation.
- Trained new team members on customer service protocols, improving onboarding efficiency.
- Monitored call center metrics to ensure adherence to quality standards and performance goals.
Universal Banker - Floater
American Pride Bank
Macon, GA
09.2023 - 08.2024
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Assisted customers with account inquiries, providing exceptional service and fostering positive relationships.
- Collaborated with team members to streamline operational workflows, enhancing overall branch efficiency.
- Educated clients on banking products and services, supporting informed financial decision-making.
Education
Certificate in Data Analytics - Data Analysis
Broward College
Fort Lauderdale, FL08-2023
Medical Assistant & Phlebotomy - Medical Genetics
Sanford–Brown
Fort Lauderdale, FL04-2015
Skills
Customer service
Problem-solving
Microsoft outlook, word, and Excel
Customer focused
Team building and leadership
Customer relationship management (CRM)
Handling escalations
Account management
Product knowledge
Meticulous attention to detail
Proficient in software
Sales expertise
Workflow management
Regulatory compliance
Audit support
Technical support
Research
Persuasive
Loss prevention
Workforce management
Budgeting and reporting
Performance evaluations
Employee scheduling
Escalation handling
Project management
Administrative support
Training and coaching
Excellent time management skills
Certification
Public notary
Languages
Spanish
Native or Bilingual
Portuguese
Full Professional
Italian
Elementary
Timeline
Assistant Customer Service Manager
American Pride Bank
09.2024 - 08.2025
Universal Banker - Floater
American Pride Bank
09.2023 - 08.2024
Customer Service Manager, Banking Officer
American Pride Bank
Certificate in Data Analytics - Data Analysis
Broward College
Medical Assistant & Phlebotomy - Medical Genetics
Sanford–Brown