Roberto Araniva

Experience

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  Beauty Collection

  Jan 2000 - Jan 2002

  Stock Clerk

  As a part of our in-store operations team, a Stock & Merchandise Flow associate will process new merchandise shipments according to Company standards. Responsibilities include: ticketing, moving, conveying merchandise shipments from shipping and receiving platform to a storage or work area. In addition, this role will include timely stocking, merchandising and presentation of new stock receipts on the sales floor including sales and cross selling products when encountering customers.

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  Washington Mutal

  Apr 2002 - Apr 2004

  Telephone Online Banker

  High Speed Call center environmentHandling inquires and customer concerns in order to eliminate the need for customers to travel to the local banking center.Offer products that meet customer’s ongoing financial needs, cross sellCared deeply about providing exceptional customer service, by providing a first positive impression to every customer.Focus on sales goal monthThink critically, solve problems and develop customer relationships.

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  Countrywide Home Loan Inc

  Jul 2004 - Jun 2008

  Managed front line customer service 10 – 12 agentsSales coached and Trainer (Cherry Pie)Responsible for managing and training in the following specialty queues within an organizational timeframe: HELOC, Spanish, Tax 2nd level queue, insurance 2nd level queue, Spanish team, Checkroom and back office tax processing.Managed escalated call and questions to support staff for customer resolution with client complex issuesAnalyze Data reporting to identify staff trends to implement coaching/staff improvementManaged call center initiatives to meet business & customer/associate satisfaction goalsResponsible for conducting interviewing/hiring talentMaintain constant and effective communication with support groupsCreate and analyze productivity reports as neededAccountable for the departmental goals including ASA, Performance, Training/coaching Sales and Customer SatisfactionWork LOB projects as neededFamiliar with HR process to better support staff, resolution conflict including conducting formal counseling and terminations as needed Evaluated individual performance and set action plans for those associates not meeting standardsCoached associates to optimize performance and quality of workAssisted with mentoring and employee growth Show less High speed inbound/outbound call center average 67 plus call per dayMortgage banking and sales experienceWork successfully with other departments to ensure proper process, record retention, and information gathering best practices and procedures are followed. (procedural knowledge)Responsible for servicing customer with mortgage servicing with all Bank and regulatory requirements.Provide solutions on products and services and cross selling.OJT Coach/Floor walkerCherry Pie Coach (sales) Show less

  • Customer Service Team Manager

    Feb 2005 - Jun 2008

  • Customer Service Representative

    Jul 2004 - Feb 2005
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  Bank of America

  Jun 2008 - Apr 2014

  Team Manager

  CCM committee associate engagement progress improvementTo ensure unit consistency & success implemented a weekly unit knowledge checkTook a proactive approach when given a full team of new hire contractors to leadCoached associates to optimize performance and quality of workManaged a team of 10- 15 agentsSupport staff daily answering questions, comments, available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.Evaluated individual performance and set action plans for those associates not meeting standardsProvide consistent coaching, which includes calibration calls, desk sides, silent monitoringDeliver communications and procedure changes during weekly huddles and meetingsHandled Escalations and followed up if necessary providing good customer experience Participate in team building activities and create a motivational environment for team Accountable for the departmental goals including ASA, Performance, and Customer SatisfactionWork LOB projects as neededMaintain constant and effective communication with direct reports & upper managementInterview and hire staff process for the organization to recruit talentCreate and maintain files on each agent as they relate to attendance, production, reviewsConducted 1 on 1 sessions to create a plan to impact my team’s day -by-day performanceDevelop contests, awards and themes that increase agent's loyalty, focus and performanceFamiliar with HR process to better support staff, Show less

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  Urban Lending Solutions

  Apr 2014 - Mar 2016

  Team Manager

  CCM committee associate engagement progress improvementTo ensure unit consistency & success implemented a weekly unit knowledge checkTook a proactive approach when given a full team of new hire contractors to leadCoached associates to optimize performance and quality of workManaged a team of 10- 15 agentsSupport staff daily answering questions, comments, available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.Evaluated individual performance and set action plans for those associates not meeting standardsProvide consistent coaching, which includes calibration calls, desk sides, silent monitoringDeliver communications and procedure changes during weekly huddles and meetingsHandled Escalations and followed up if necessary providing good customer experience Participate in team building activities and create a motivational environment for team Accountable for the departmental goals including ASA, Performance, and Customer SatisfactionWork LOB projects as neededMaintain constant and effective communication with direct reports & upper managementInterview and hire staff process for the organization to recruit talentCreate and maintain files on each agent as they relate to attendance, production, reviewsConducted 1 on 1 sessions to create a plan to impact my team’s day -by-day performanceDevelop contests, awards and themes that increase agent's loyalty, focus and performanceFamiliar with HR process to better support staff, Show less

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  Command Performance Catering

  Sept 2015 - Dec 2017

  Catering & Hospitality

  Catering & Hospitality to quickly and efficiently serve guests, with knowledge of the food and beverage items being served. As a full service catering employee I am responsible for the set up and tear therefore the ability to work in a team environment to work calmly, effectively under pressure is essential. Catering to Weddings, Organizations & Parties to help and create once in a life time memories for your big event.

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  Bank of America

  Mar 2016 - now

  Officer Reseacher Support: h and support personnel in the Banking & Financial Services. Responsibilities support inquiries from front line & management across the organization by Data Management, Processing & Analyst, record maintenance & regulatory compliance.Zero Coupon back office research supporting 2nd level phone queue with relocation of funds; financials & payment research.Lien Release (Recon Trust, First America) Escalated purged line release request. Purged/ISeries Lien Release processing, timeline, recording, supporting docs, ordering copies and providing follow up resolution while working with 3rd party vendors, closing agents, counties & customers.Commit 4 MRA/Commit 1 unresolved escalations issues from financial centers, frontline associates, second level teams while taking ownership/follow up on escrow, tax, ins, missing payments etc.Correspondence (Ciwi/HLMS) process customer written inquires via fax, mail, online messages while following RESPA guidelines while complying with regulatory requirements. Show less

  • Officer

    Aug 2018 - now

  • Officer Back Office Research

    Mar 2016 - Jul 2018