Christina Gigerich
Glendale
Summary
Proficiency Coach at Bank of America with a proven track record in enhancing associate performance through targeted coaching and training. Skilled in effective communication and critical thinking, I drive operational excellence and mitigate risk, ensuring compliance and customer satisfaction while fostering a culture of continuous improvement.
Overview
12
12
years of professional experience
Work History
Proficiency Coach
Bank of America
05.2022 - Current
- Coach frontline associates to build proficiency beyond initial training, focusing on upskilling and performance improvement.
- Partner with management to design and implement action plans that drive operational excellence and associate development.
- Conduct regular case file and call reviews to assess accuracy, compliance, and customer experience.
- Enhance associate confidence and accelerate speed-to-proficiency through targeted coaching, training, and onboarding support.
- Provide ongoing performance assessments and feedback, ensuring adherence to policies and continuous improvement.
- Facilitate iTrain sessions, upskill programs, and return-to-work training for associates returning from leave on a regular basis.
- Collaborate with SSFO Employee Rediness team to provide feedback on procedure updates and identify areas for improvement.
Research & Adjustment Representative III
Bank Of America
04.2019 - 05.2022
- Managed a high-volume pipeline of life event cases, ensuring timely disbursement of funds and accurate title maintenance.
- Reviewed and validated legal and internal documents for compliance; escalated exceptions to litigate reputations and operational risk.
- Served as Subject Matter Expert and Safe Deposit Box Champion; supported new hire training and provided real-time guidance via dedicated chat channels.
- Partnered with leadership on escalated cases, driving resolution and process improvements by identifying and reporting procedural gaps.
Research & Adjustment Representative III
Bank of America
10.2014 - 04.2019
- Provided phone support to financial center associates and customers, advising on documentation requirements for account closures involving deceased clients.
- Assisted associates with policy and procedure inquires, ensuring compliance and accuracy.
- Reviewed internal and legal documents for adherence to guidelines; escalated discrepancies to mitigate risk and protect the organization’s reputation.
Sr. Customer Service Specialist
Bank of America
04.2014 - 10.2014
- Supported financial center associates by resolving policy and procedure inquires.
- Managed escalated customer calls, delivering compliant solutions and ensuring customer satisfaction.
- Processed fee reversals, funds transfers, stop payments, account corrections, and hold releases; generated customer correspondence and provided system troubleshooting.
Education
Bachelor of Arts - Communications
Ottawa University
Ottawa, Kansas, KSSkills
- Effective Communication
- Critical Thinking
- Personable and Friendly
- Problem Solving
- Mitigate Risk
- Time Management
- Customer Service
Timeline
Proficiency Coach
Bank of America
05.2022 - Current
Research & Adjustment Representative III
Bank Of America
04.2019 - 05.2022
Research & Adjustment Representative III
Bank of America
10.2014 - 04.2019
Sr. Customer Service Specialist
Bank of America
04.2014 - 10.2014
Bachelor of Arts - Communications
Ottawa University