Customer Support & Operations Management

Experience

INTERCREDIT BANK Miami, FL

**/**** - *******

Customer Support: Provide prompt, friendly, and efficient assistance to customers via phone, email, or chat regarding their banking inquiries and issues. Account Management: Assist customers in managing their bank accounts, including opening new accounts, closing accounts, and updating account information. Transaction Assistance: Help customers with processing transactions such as deposits, withdrawals, transfers, and bill payments. Problem Resolution: Resolve customer complaints and issues, escalating complex matters to higher-level management as needed. Product Knowledge: Maintain a thorough understanding of the bank's products, services, and policies to effectively advise customers on available options. 2 Fraud Prevention: Monitor customer accounts for potential fraudulent activity and assist in the investigation of suspicious transactions. Technical Support: Provide guidance on using digital banking platforms, mobile apps, and online services. Cross-Selling: Promote and recommend relevant banking products and services (such as loans, credit cards, or savings plans) based on customer needs. Record Keeping: Document customer interactions, transactions, and resolutions accurately in the bank’s CRM system.

Tint World Miami, FL

MANAGER/FAMILY BUSINESS 01/2024 - Present

Delegating responsibilities and supervising business operations Hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities. Resolving conflicts or complaints from customers and employees. Monitoring store activity and ensuring it is properly provisioned and staffed. Analyzing information and processes and developing more effective or efficient processes and strategies. Establishing and achieving business and profit objectives. Maintaining a clean, tidy business, ensuring that signage and displays are attractive. Generating reports and presenting information to upper-level managers or other parties. Ensuring staff members follow company policies and procedures. Other duties to ensure the overall health and success of the 3 business.

Wells Fargo Miami, FL

Personal Banker/Teller 01/2023 - 12/2023

Responsibilities: Providing banking services to customers by taking deposits, making withdrawals, cashing checks, issuing cashier’s checks and money orders, and providing other related services. Post deposits and process loan payments Process various monetary transactions and maintain account information. Work with branch/department managers and leverages cross selling opportunities. Foster a culture that promotes teamwork, service excellence and relationship building within the covered branches and overall organization. Maintaining safe custody of customer funds and securities. Maintain accurate records of all transactions involving their customers, resolving problems promptly and accurately. Answering questions from customers and explaining complex issues clearly, handle various situations that may arise during business. Accept checks and money orders as payment for goods or services. Issue cashier’s check and money order on behalf of their customers. Depositing checks received from customers into their accounts. Receiving payments made by customers and making out appropriate receipts, prepare reports and statements concerning financial activities. Handle many types of transactions such as cash withdrawal, cash deposit, credit card processing, wire transfers, etc.

American Airlines Miami, FL

01/2022 - 12/2022

Customer Relationship Management

Build and maintain strong relationships with travel agencies, corporate clients, and partners. Serve as the primary point of contact for business customers, providing personalized support and timely follow-up to ensure satisfaction and retention. Sales and Revenue Growth

Promote American Airlines’ products and services to drive ticket sales. Identify and pursue new business opportunities and partnerships. Achieve or exceed defined sales targets and performance metrics. Account Management

Manage assigned corporate and agency accounts. Negotiate contracts and fare agreements based on client needs and company guidelines. Monitor account performance and ensure compliance with terms and expectations. Jorge Carcamo

832-***-**** *************@*****.*** Miami, FL

Market Analysis

Research and analyze market trends, customer behaviors, and competitor strategies. Provide actionable insights to internal teams and help shape offerings to fit local or regional demand. Support for Promotions and Campaigns

Execute and support promotional campaigns, including the distribution of marketing materials and fare updates. Inform clients about new services, routes, and loyalty programs such as AAdvantage. Coordination with Internal Teams

Work closely with internal departments including marketing, operations, and customer service. Assist in resolving client issues related to booking, ticketing, or group travel. Contribute feedback for continuous service improvement. Reporting and Documentation

Maintain thorough records of sales activity and client communication. Prepare reports on sales performance and market forecasts. Use CRM systems to track and manage customer information effectively. FUERZA AEREA SALVADORENA SAN SALVADOR

CAPTIAN 01/1990 - 06/2002

Operated as a military pilot, responsible for planning, executing, and overseeing flight missions. Ensured flight safety and accident prevention through continuous risk assessments and implementation of aviation safety protocols. Maintained overall security of the base, coordinating efforts to protect personnel, infrastructure, and critical assets. Planned, prepared, and monitored security personnel schedules and service roles. Designed and enforced security policies aligned with national defense regulations.

Managed staff administration, including performance evaluations, permits, leave, and vacation tracking. Coordinated the preparation of salary worksheets and maintained accurate personnel records. Supervised day-to-day administrative operations in alignment with institutional policies. Oversaw logistics, intelligence, and operational activities to ensure base readiness and strategic alignment. Supported mission planning and operational execution through accurate data analysis and resource allocation. Directed treasury, payroll, and accounting functions to ensure timely and accurate financial operations. Supervised and optimized the use of financial, human, and material resources. Ensured compliance with budgetary constraints and reporting requirements.

Designed and implemented administrative and security policies to enhance operational efficiency and institutional compliance. Supervised productive processes across financial management, human resources, information systems, and general services to achieve strategic goals.

BANCO CENTRAL DE RESERVA DE EL SALVADOR

HEAD OF BANKING SECURITY

Customer Relationship Management

Build and maintain strong relationships with travel agencies, corporate clients, and strategic partners. Serve as the main point of contact for business customers, providing personalized support and consistent follow-up to ensure satisfaction and loyalty.

Sales and Revenue Growth

Promote American Airlines’ products and services to increase ticket sales and revenue. Identify new business opportunities and develop strategic partnerships. Consistently meet or exceed sales targets and key performance indicators. Account Management

Manage a portfolio of assigned corporate and agency accounts. Negotiate fare agreements and commercial contracts in alignment with company policies. Monitor account performance to ensure compliance and drive business growth. Market Analysis

Analyze market trends, customer needs, and competitor strategies to inform sales tactics. Provide market intelligence and feedback to marketing and commercial strategy teams. Contribute to adapting airline offerings to better suit local or regional market demands. Support for Promotions and Campaigns

Implement and support the execution of marketing and promotional campaigns. Distribute promotional materials and communicate fare updates effectively. Educate clients on new routes, services, and loyalty programs, including AAdvantage. Coordination with Internal Teams

Collaborate with cross-functional teams including marketing, operations, and customer service to support client needs. Assist in resolving issues related to bookings, ticketing, and group travel. Provide feedback to enhance products, services, and internal processes. Reporting and Documentation

Maintain accurate records of sales activities, customer interactions, and account progress. Prepare regular performance reports and sales forecasts. Utilize CRM systems to manage client data and monitor sales effectiveness. Skills

Customer service, Communication skills, Computer literacy, Time management, Leadership, Guest services, Microsoft word, Microsoft excel, Bilingual, Documentation review

Education

Keiser university Miami, FL

Business 11/2024

Universidad Francisco Gavidia el salvador

business 12/2019

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