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Vice President, Program Lead
Vice President, Program Lead at Bank of America improving customer experience and operational efficiency through projects and process changes.
United StatesVice President, Program Lead at Bank of America
Collaborate with business partners to identify and resolve customer and operational issues. Lead projects focused on improving customer experience and operational efficiency.
Customer ServiceOperationsProject ManagementProcess ImprovementTrainingStakeholder Communication
Supported onboarding and training for over 2,000 associates and vendor resources. Facilitated virtual training sessions and provided ongoing coaching and support.
TrainingCoachingVirtual FacilitationPerformance ManagementLeadershipCommunication Skills
Supervised a team of customer-facing associates handling fraud and claims inquiries. Assisted customers with complex account and claims-related issues.
Team LeadershipFraud ManagementCustomer SupportCoachingEscalation Management
Provided operational support for teams of more than 100 employees. Communicated process updates and important business information.
Operational SupportCommunication SkillsTrainingCoordinationDocumentation
Investigated customer claims and researched account activity. Reviewed information to determine appropriate resolutions.
Claims InvestigationResearchCommunication SkillsAccuracyProductivity
Assisted customers with claims and account-related concerns. Evaluated customer needs and provided appropriate solutions.
Customer ServiceClaims ProcessingProblem SolvingCompliance
Bachelor of Applied Science degree from the University of Texas at Tyler.
Profile sourced from Himalayas.