Jenny Rosado
Business Analyst - Enterprise Payment Command Center
- Role
- Client Advisor Services Lead at Silicon Valley Bank
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
Experience
Client Advisor Services Lead
Oct 2021 — Present · Tempe, AZ, US
Team Leadership and Performance Management - Provided guidance, mentorship, and coaching to a team of client advisors, ensuring they consistently meet and exceed performance targets while upholding high service standards. • Portfolio Service Management- Led a group of approximately 20 Portfolio Service Advisors, overseeing their handling of incoming calls/emails for all client banking needs. • Client Relationship Management- Cultivated and nurtured solid and enduring relationships with valued clients, acting as a trusted advisor and ensuring their individualized needs were met. • Strategic Initiative Development - Collaborated with senior management in the development and execution of strategic initiatives aimed at enhancing overall client satisfaction. • Effective Communication and Team Engagement - Conducted team meetings focused on value addition and informed the team about critical bank updates and process enhancements. • Cross-Departmental Collaboration - Worked closely with departments like Sales and Product Development to guarantee seamless client experiences and alignment with company objectives. • Product Rollout and Training - Partnered cross-functionally with product teams to ensure the team was well-prepared for product rollouts, providing additional training as needed. • Service Innovation and Automation - Drove service innovation and transformation by implementing automation, self-service capabilities, and channel integration. • Process Documentation and Quality Assurance- Ensured meticulous documentation of processes, resulting in high consistency and a superior quality client experience.
Education
Northern Arizona University
Speical and Elementary Education, Special Education and Teaching
2011 — 2013
Mesa Community College
Education
2010 — 2011
Skills
- Customer Service
- Training
- Customer Satisfaction
- Fraud
- Bilingual
- Marketing
- Strategic Planning
- Microsoft Office
- Sales
- Data Entry
- Microsoft Excel
- Banking
- Team Building
- Management
- Public Speaking
- E-Commerce
- Microsoft Word
- Schedules
- Social Media
- Outlook
- Leadership
- Escalation Resolution
- Time Management
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