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Hector
Customer Service Professional at Bank of America with over 15 years of experience
Video resume
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Competencies
Proficient in managing high-volume customer interactions, delivering solutions, and ensuring customer satisfaction.
Experienced in establishing QA frameworks, conducting call monitoring, and maintaining high operational standards.
Led QA teams and collection strategies, motivating staff to meet and exceed performance metrics.
Bilingual communicator skilled in effectively conveying information and resolving issues across diverse audiences.
Proficient in Windows, Mac, Microsoft Office Suite, and Google Docs for efficient work execution.
Education
Languages
Summary
Dedicated customer service professional with over 15 years at Bank of America, complemented by QA and team leadership roles. Skilled in quality assurance, client relations, and process improvement, committed to delivering exceptional support and operational excellence.
Key Achievements
- Consistently recognized as a top performer managing over 200 daily customer inquiries.
- Established and implemented quality assurance frameworks that improved call center standards.
- Led collection strategies that successfully recovered funds from delinquent accounts exceeding 120 days.
- Developed comprehensive grading formats and benchmarks at FreedomPop Wireless to enhance operational efficiency.
Experience
Customer Service Representative II
Efficiently managed a high volume of customer inquiries, averaging over 200 calls daily, providing support and solutions for credit card account issues.. Consistently achieved the status of top performer by delivering exceptional customer service and meeting key performance indicators.. Contributed to team development by providing training assistance for new customer service representatives, ensuring a high standard of service continuity.
Quality Assurance Manager
Established a comprehensive quality assurance framework, formulating grading formats and benchmarks which served as the foundation for departmental operations and mission clarification.. Oversaw the quality management of all business lines, coordinating with on-site and offshore QA teams to ensure consistent adherence to quality standards through regular calibration meetings.
Quality Assurance Point of Contact
Managed a quality assurance team, ensuring adherence to performance metrics and maintaining high standards of call center operations.. Conducted call monitoring and scoring to evaluate representative performance, providing feedback for continuous improvement.. Facilitated communication and coordination with key clients, including DirecTV and Verizon, to align quality assurance processes with client expectations.
Customer Service Representative I
Managed a high volume of up to 80 daily inbound calls, providing knowledgeable assistance for a diverse suite of credit card services.. Recognized with a quarterly award for consistently exceeding performance benchmarks across all evaluated service metrics.
Senior Collector II
Directed daily collection strategies, enhancing the team's ability to recover funds from accounts delinquent for over 120 days.. Conducted in-depth research to locate and re-establish communication with customers who had ceased contact, facilitating account resolution.
Skills
Video Transcript
Video Transcript 1
Hello, my name is Hector Vazquez and I have experience with customer service. I've, well, I've worked with Bank of America, Verizon Wireless, DirecTV, doing customer service positions with them. So I can do dispatching as well very easily.
Video Transcript 2
Hello, my name is Hector, and I believe that I'm a perfect candidate for this position. If you are interested, please reach out to me. My phone number is area code [contact hidden].