Gustavo A. Lopez

Experience

• 

  Wells Fargo

  Jan 2001 - Jan 2007

  Interact with International High priority customers. •Help customers with their finances, receive and process check cards, credit cards, and personal checks. Refer track and document new customers.•Facilitated and planned morale boosting events to secure the support and cohesiveness of the team members. Assist customer over the phone regarding all manners of inquiries.•Perform all types of maintenance on customers accounts. Identify and refer new customers.•Successfully guided individual team representatives in accomplishing department goals

  • Operation Specialist 2

    Jan 2006 - Jan 2007

  • Personal Service Rep.

    Jan 2001 - Jan 2006
• 

  4EverTrucking Inc.

  Jan 2007 - Jan 2010

  Operations Manager

  Oversee day-to-day operations of the company, monitor employee performance to maintain quality assurance. •Conduct daily reviews of timesheets, and payroll. Ensured permits and licenses where current to specifications.•Gathered and maintained appropriate documentation to create various forms of training resources such as power point presentations to teach colleagues in monthly staff meetings.

• 

  Wells Fargo

  Aug 2010 - Jan 2012

  Phone Banker 1

  Responsible for responding to routine to complex inquires and complaints from customers regarding products and services. •Resolve customer issues resulting in client retention. Help customers organize their finances, order banking products and refer new accounts, loans, and credit cards. •Consistently met departmental goals in sales, productivity and quarterly quality measures.

• 

  BankUnited

  Aug 2012 - Aug 2021

  The verification of debit card fraud, check fraud, and outgoing and incoming branch wires transfers and Online Banking wire transfers. • Use internal & external resources to obtain forensic evidence for investigation purposes when reviewing fraud report and investigating cases.• Detection of wire transfer fraud with the use of FraudMap Systems.• Check Card transactions verification, and detection with the use of Fiserv Enfact Reports.• Ensure investigations and resolutions comply with all applicable law, and bank policies to reduce the exposure to loss and litigation. Show less Receive incoming calls and assist with escalated issues surrounding Internet Banking and Client Care. • Perform customer inquiries, assist clients with their online banking registration and system navigation. • Communicating with other Departments to resolve client’s complaints. • Assisted and worked with the Call Center Internet/Fulfillment Department and Mortgage Servicing.• Assist with complex mortgage loan inquiries including escrow analysis, loan program explanation and processing of special requests which include, among other tasks, research requests and mortgage loan payments. Show less

  • Fraud Operations Analyst

    Aug 2014 - Aug 2021

  • Client Care Specialist

    Aug 2012 - Sept 2014
• 

  Associated Insurance Consultants

  Sept 2021 - now

  Quality Control and Support Manager

  Lead and managed the strategic and Long-term quality program by building an agency management system and implementing customer centric products. Ensured all policies and procedures were in line with carrier requirements.• Implemented customer focused quality and training programs.• Developed department strategies for talent management, workplace procedures,communications and employee feedback.• Monitor progress to make sure they meet and exceed KPI goals.• Established standardized audit process• Scan and upload new and existing customer policy documents for agency managementaccuracy and recording.• Detailed billing and invoicing of policies for accurate agency reconciliation of book ofbusiness. Show less