Edgar Quinteros Email & Phone Number

• Coaches and develops agents to improve quality, performance and productivity. Expand and implement goal and actions plans as needed.
• Supervise activities during assigned shift to ensure bank compliance and customer service policies.
• Prepare weekly reports of IT outages, accomplishments and issues to upper management.
• Monitor random calls to improve quality, increase agent performance, and reduce call backs
• Ensure customer’s inquiries and problems are resolved properly and quickly
• Build and maintain open lines of communication with other departments to facilitate product knowledge and customer problem solving, and promote positive employee relations

• Maintained all operations for the Retail Banking Center, to include profit and loss accounts.
• Ensured entire Banking Center is in compliance with all applicable State and Federal laws.
• Prepared branch for audits by overseeing all paperwork on sales, wire transfers, new accounts, etc.
• Monthly reviewed of fraud reports: Money Laundering, OFAC; Ponzy, Pyramid and ATM schemes.
• Proposed strategies to target and develop new business relationships; successfully brought in several profitable mortgage and business construction loan leads to BBVA Compass.
• Increased customer satisfaction and repeated customers on consumer and business accounts by 9%

• Performed routine administrative and audit work with Medical Claims and Call Center Service Level.
• Managed claims production targets, work flow and quality control.
• Assisted in establishing program goals, objectives, procedures, policies and rules.
• Oversaw confirmation and authorization of payment invoices as per Texas Prompt Payment Act.
• Directly supervised the tasks of Technical Leaders, assist in preparing production and budget reports, oversees the work payment flow, and to meet quality payment standards
• Provided management oversight for 29 staff, including a call center and Technical Leaders.

Taking Courses Online, Emotional Intelligence, Operations Management

Bachelor Of Business Administration (B.B.A.), Business Administration And Communications