Customer Service Client Services

Ruby Gomez

Mesquite, Texas ***** Cell 214-***-**** adzlpy@r.postjobfree.com

Bilingual, mid-level professional with credit bureau reporting disputes, banking, sales, customer service liaison and management background. In addition, experienced in coaching/training individuals/teams for performance improvement.

PROFESSIONAL EXPERIENCE

GOLDMAN SACHS BANK USA 02/2021 - PRESENT

SPECIALITY OPERATIONS ANALYST- DELIVERY SOLUTIONS

-Management of onshore and offshore Specialty Operation teams which process high risk functions, Credit Bureau disputes, Metro2 Rejections, and Notifications as well as the validation processes of Bankruptcy, Deceased Notification, and SCRA.

-Serve as SME for all Specialty Operations functions, while being proficient with all products related processes

-Manage business applications.

-Driving day-to-day operations

-Manage, develop, and motivate specialists through effective performance management and guidance

-Manage established KPIs and quality control exceptions

-Manage the end-to-end process for procedural enhancements while striving for cross business alignment.

-Manages relationships with Risk & Compliance

-Establish partnerships with the client, product, data furnishing, Corecard

-Monitor Issue Management / CCM

ADVOCACY SPECIALIST

-Serve as 3rd level escalation tier for servicing, collections, fraud, onboarding and back office related complaints via phone and chat

-Exceed all quality standards and customer expectations of great service

-Consistently uphold all compliance and regulatory standards in customer dealing

-Provide excellent customer service and provide answers to client questions within set standards

-Follow up on unfavorable surveys responses to understand root cause and remediate/escalate as needed

-Serve as customer advocate for non-regulatory complaints

-Participate in the planning of small to moderate scope projects

-Assist in tracking and trend analysis of customer complaints to the end that we reduce complaints and consistently improve the customer experience

-Ensure efficiency in case management to ensure Turn Around Time targets exceeded for all business units

-Demonstrate advanced knowledge of multiple areas of consumer banking operations

LEGACYTEXAS AKA PROSPERITY BANK 07/2017 – 11/2020

PERSONAL BANKER II RICHARDSON TX

-Acquire, expand, and retain client relationships with existing clients and prospects to achieve sales objectives

-Take ownership of the client experience including onboarding and resolve service issues as appropriate through follow up.

- Conduct discussions with existing clients and prospects to understand background and identify banking needs through effective profiling; clearly communicate potential solutions.

- Execute integrated sales, relationship, and credit strategies that are aligned with the branch’s business plan. Responsible for opening new accounts (i.e., checking accounts, savings accounts, CD’s, IRAs, and Loans etc.).

-Conduct outbound sales activities (phone out-reach, community events, meetings with local businesses) to establish visibility in the community and drive business to the branch.

-Schedule periodic meetings and checkpoints with clients to provide value-added services.

-Cultivate partnerships with segment partners (Commercial and Small Business, Home Lending, Financial Advisors) to obtain and provide appropriately qualified referrals; meet periodically with segment partners to review goals, discuss strategies, and solicit feedback and coaching.

-Balance daily transactions and completes necessary paperwork for work transmittal.

-Follow all compliance policies and procedures

CLIENT SERVICES ASSOCIATE PLANO TX

-Utilized numerous operational systems to answer customer requests or inquiries regarding financial and non-financial transactions.

-Maintained working knowledge of all consumer and business products and services, including but not limited to:

-Online Banking and all solutions - Consumer Bill Pay - External Transfers

-Consumer MRDC - Debit Cards - Consumer Loans - Business Online Banking

-Processing Refunds - Treasury Services - Account Servicing requests (Stop Payments, Adjustments/ Refunds, etc.)

-Conducting all other research / support as needed

-Making recommendations to customers on products and services offered by the bank.

-Displaying problem-solving, listening, multitasking, and customer service skill

-Attending various product knowledge and customer service training classes – both online and in a classroom setting

-Taking ownership and ensure timely response and resolution of customer issues

-Assisting customers with technical questions related to our website, browsers, online banking, bill pay and other self-service customer service options

CLIENT SERVICES ASSOS. / MENTOR PLANO TX

The purpose of the partnership was to serve as an extension of the training department, to reinforce and enhance the learning of the new employee within the retail organization.

-Demonstrated leadership - Always represent the company in a positive light, while modeling the bank’s core values

-Stayed current on the content being trained in the classroom

-Attended the New Hire Track of their assigned mentees, mentor training curriculum, prior to

mentoring new employees.

-Maintain checklist and cover all items thoroughly

-Provided constructive feedback on mentee’s abilities while being flexible with learning curves with mentees and understand different learning styles

-Taught mentees to be resourceful and enhance their learning capabilities by utilizing the resources provided (procedures, link, systems, etc.).

EDUCATION / LICENCES

Associate of Arts in Business Administration

American InterContinental University (Online) Hoffman Estates, IL

Completion Date: August 2010

Major: Human Resources

SKILLS

-Exceptional verbal, written, and interpersonal communication skills

-Ability to troubleshoot and problem solve

-Strong ability to prioritize and multi-task essential

-Proficient with Microsoft Office Suite

-Ability to make appropriate judgments and decisions with limited guidance

-Ability to maintain confidentiality and instill trust within the organization

-Ability to identify needs and cross-sell products and services

-Bilingual- Fluency in English and Spanish

SYSTEMS

-Xperience - Precision - eOscar

-Digital Insight - Architect - Agent UI

-Reg E - Centrix - Corecard

-NetTeller - Browser - Appian

-Lanvera - Synergy - LexisNexis

-Starstation - iView - Jira

-Harland Clarke - Director - Pega

-Fiserv - Silverlake - Amazon Connect

-Witts - GFX - Verint

-BPM - Decision Pro

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