Gloria Yan
Bayamon
Summary
Forward-thinking, proficient in generating high-quality work by leveraging tenacious approach and strong attention to detail. Service-oriented and performance-driven with excellent organizational, multitasking and problem-solving abilities.
Overview
5
5
years of professional experience
Work History
Mortgage Customer Service Representative
Banco Popular de Puerto Rico
San Juan
11.2020 - 08.2022
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Engaged customers with proactive strategies to understand needs and develop successful solutions.
- Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations.
- Capitalized on opportunities to enhance customer experiences and bring in repeat business.
- Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Worked with external representatives to address customer needs.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Implemented continuous improvement activities by developing value-added process efficiencies.
- Used reference files to answer simple questions about client business.
Call Center Team Leader
Banco popular de Puerto Rico
San Juan
09.2022 - Current
- Trained and coached team members in specifics related to customer experience.
- Managed employee concerns regarding attendance and conduct, and delivered appropriate corrective action.
- Evaluated assigned team members and prepared relevant performance reviews.
- Observed individual calls and provided relevant suggestions and feedback to promote success.
- Implemented continuous improvement activities by developing value-added process efficiencies.
- Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
- Used reference files to answer simple questions about client business.
Team leader
Banco Popular de Puerto Rico
San Juan
08.2021 - 03.2024
- Led team meetings to discuss project updates and address challenges.
- Coordinated cross-departmental communications to enhance workflow efficiency.
- Mentored junior staff in customer service best practices and banking procedures.
- Developed training materials for new hires on operational policies and tools.
- Oversaw daily operations to ensure compliance with banking regulations and standards.
- Implemented process improvements to streamline account management tasks.
- Assisted in resolving customer inquiries to maintain high satisfaction levels.
- Evaluated team performance and provided constructive feedback for continuous improvement.
- Maintained a positive work environment that promoted collaboration between team members.
- Offered training and support to keep team members motivated and working toward objectives.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed daily quality assurance duties to provide feedback for improvements.
- Conducted regular performance reviews to assess individual team member progress.
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries.
- Created training materials and conducted group trainings on new processes or procedures.
- Collaborated with other departments to ensure alignment of goals across teams.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
Compliance Analyst
Banco Popular de Puerto Rico
San Juan
03.2024 - Current
- Conducted risk assessments to identify potential compliance issues and gaps.
- Monitored internal controls to maintain adherence to legal standards and regulations.
- Maintained up-to-date knowledge of industry regulations relevant to organizational operations.
- Reviewed and monitored compliance with applicable laws, regulations, and policies to ensure compliance with regulatory requirements.
- Maintained an up-to-date knowledge base of all relevant laws, regulations, guidelines, and industry standards.
- Pursued continuous learning opportunities regarding latest compliance and procedural changes.
- Identified opportunities for process improvements that would increase efficiency while maintaining compliance standards.
- Helped to investigate fraud and identify risks in collaboration with risk management staff.
- Analyzed data to identify potential areas of compliance risk and recommend improvements.
- Followed proper protocols for reporting suspected violations to internal personnel or outside governing agencies.
Education
Bachelor of Science - Finance
University of Puerto Rico Bayamon Campus
Bayamón, PR07.2020
Skills
- Excellent multi-tasker
- Organize
- Effective team player
- Cheerful and energetic
- Detail-oriented
- Time management
- MS Office proficient
- High-energy attitude
- Adaptive team player
- Superior organization skills
- Resolution-oriented
- Customer Data Confidentiality
- Understanding Customer Needs
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Issue and Complaint Resolution
- Multitasking and Prioritization
- Creative Problem Solving
- Upbeat and Positive Personality
- Microsoft Exchange
- MS Office
- Strong Analytical and Problem Solving Skills
- Teamwork and Collaboration
- Regulatory Compliance
- Excellent Attention to Detail
- Remote Office Availability
- Work Prioritization
Volunteer work
Volunteered at Fundación Banco Popular
volunteered at Banco de Alimentos
Samaritan's Purse, Operation Christmas Child
Coordinated the collection of boxes filled with supplies
Hogar Lucero de Amor
Mentor young girls
Tutored children in multiple subject areas
Coast cleaning
Languages
Spanish
First Language
English
Upper Intermediate
B2
Cantonese
Beginner
A1
Timeline
Compliance Analyst
Banco Popular de Puerto Rico
03.2024 - Current
Call Center Team Leader
Banco popular de Puerto Rico
09.2022 - Current
Team leader
Banco Popular de Puerto Rico
08.2021 - 03.2024
Mortgage Customer Service Representative
Banco Popular de Puerto Rico
11.2020 - 08.2022
Bachelor of Science - Finance
University of Puerto Rico Bayamon Campus