Jayson Avila

• I developed and implemented quality control procedures and score card to ensure adherence to the company standards and protocols. Conducted quality assurance assessments and providing feedback to call center agents to improve performance and customer satisfaction. I also collaborated with management to address performance issues and implement corrective actions. Provided coaching and training to representatives on customer service best practices and quality standards. I also documented quality assurance findings and maintained accurate records of evaluations and assessments.

Treasury Management Support Skills Trainer

• I assist with training any new hires as well as refresher training for our support team. Ensure they have the proper system access and train on all systems. I use the bank’s procedures to train on how to verify clients as well as assist them in what they need help with. I have also worked on building a quality assurance score card for our support reps.

Treasury Management Implementation Trainer

• I assisted our clients who enrolled in any new Treasury Management services/products. Ensured documentation was submitted correctly and processed to electronically file documents. Scheduled training with our clients and showed them how to use the new service/product they enrolled into.

Treasury Management Service Representative

• I helped our clients with their treasury management services from log in assistance, troubleshooting, to uploading NACHA files and processing ACH inquiries. I also help with walkthrough for our online platform, deposit express, and bill pay. I use multiple systems to ensure our client is taken care within the first call resolution. Follow daily schedule and stay in queue to assist our clients.

• I used multiple system programs to ensure member security while processing transactions and making changes by request. Walking members through problems solving step by step with quality service in both Spanish and English. All the while making sure our members aren’t missing out on any products or services that we offer.

• Service large call volumes with great customer service in both Spanish and English. Adhere to company and legal policies and procedures. Follow daily schedule set by Discover. Exuding constant flexibility of continuous compliance changes within the company. Held to high customer service standards by receiving daily survey ratings.

• Assist cashiers to expedite sales and returns, approve markdowns, supervise, and coach all cashiers. Assist in training of new cashiers.
• Service Desk
• Answering incoming calls, quick problem solving, and taking messages for upper management. Assist customers with purchase orders.
• Please request for continuing Job History