Yanil Altamirano
Farmers Branch,TX
Summary
Bilingual Product Implementation Specialist with expertise in client engagement and project management. Proven ability to resolve issues and enhance customer satisfaction through effective onboarding and follow-up strategies.
Overview
9
9
years of professional experience
Work History
Product Implementation Specialist
J.P. Morgan Chase
Plano, TX
10.2022 - Current
- Engage with client and coverage team to accurately carry out implementation plan
- Set clear expectations and deliver timeline transparency by applying best project management practices.
- Coordinate and enhance communication flow for client and internal partner status updates.
- Manage onboarding activities through email, phone, and Zoom calls.
- Identification of escalations, risks, and resolution of issues to closure
- Enhance client satisfaction upon deal closure by implementing effective follow-up strategies
- Oversaw sponsor clients in collaboration with Onboarding Associates.
- Supported training initiatives and mentorship for newly onboarded employees.
Onboarding Specialist
Credit RP, LLC
Plano, TX
10.2021 - 10.2022
- Utilizes Salesforce customer relationship management software to streamline response to customer calls and resolve customer concerns
- Manage customer inquiries and complaints, ensuring limited need for escalation to team leaders.
- Capture client discussions in a clear and concise manner
- Examine loyalty data, uncover trends, and establish strategies to proactively retain enrolled debt.
- Evaluate and oversee daily call center operations to enhance productivity performance with a blend of inbound and outbound interactions, alongside offline follow-up and case management
- Collaborated with teams to address client concerns during the onboarding phase.
Retention Manager
Credit RP Partners, LLC
Plano, TX
11.2018 - 03.2021
- Advise clients on diverse financial service matters, emphasizing debt management and credit restructuring
- Employs Salesforce customer relationship management software to enhance efficiency in addressing customer calls and managing issues
- Developed retention strategies to enhance customer loyalty and satisfaction.
- Mentored new hires to enhance onboarding process
- Supported new hire representatives in resolving queries and delivering recommendations as they performed duties
Member Service Representative
American Airlines Credit Union
Euless, TX
10.2017 - 11.2018
- Handles department ACD calls from members
- Opened new accounts and processed Credit Union services for members.
Sold accounts to both new and existing members, enhancing membership growth.
Facilitated account management for new and existing members, ensuring seamless service delivery. - Provides information on products and services including ATM, loans, credit insurance
- Entered member information for consumer loan applicants
- Recommends a variety of services such as credit cards, auto loans, life insurance, etc.
- Delivers personal financial counseling while cultivating relationships with existing members to maintain high satisfaction rating and retention
- Evaluate and authorize overdrafts while verifying cashing processes.
- Address inquiries regarding accounts, loans, account fees, and statements.
Senior Teller
Amegy Bank
Irving, TX
02.2017 - 10.2017
- Responsible for all processes pertaining to branch vault
- Responsible for preparing branch for quarterly audits
- Assisted assistant branch manager with balancing of general ledgers
- Assisted and encouraged team members to cross sell in order to reach branch and individual sales goals.
- Utilized all tools to ensure customer needs are being met
- Interviewed customers to seek further sale opportunities.
- Met quarterly sales goals by working with clients and asking questions to determine needs.
- Assisted to delivered excellent customer service to clients, building relationships with customers to better provide services needed
Education
Business Management
Tarrant County College
Hurst, TXSkills
- Spanish and English fluency
- Excel
- QuickBooks
- Outlook
- Microsoft Word
- Debt management
- Salesforce
- Finance industry expertise
- Interpersonal skills
- Consistent professionalism
- Team collaboration
- Effective communication
- Attention to detail
Timeline
Product Implementation Specialist
J.P. Morgan Chase
10.2022 - Current
Onboarding Specialist
Credit RP, LLC
10.2021 - 10.2022
Retention Manager
Credit RP Partners, LLC
11.2018 - 03.2021
Member Service Representative
American Airlines Credit Union
10.2017 - 11.2018
Senior Teller
Amegy Bank
02.2017 - 10.2017
Business Management
Tarrant County College