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Johan
PNC Bank – Operations Supervisor
Contato
Competências
Experiencia demostrada en Team leadership, operational support, talent development, and performance monitoring.
Experiencia demostrada en NPS, CXI, quality, adherence, AHT, and operational results analysis.
Experiencia demostrada en Individual and group coaching, gap identification, and improvement plans.
Experiencia demostrada en Goal achievement, continuous improvement, and commitment tracking.
Experiencia demostrada en Spanish.
Formação acadêmica
Idiomas
Resumo
PNC Bank – Operations Supervisor buscando nuevas oportunidades
Experiência
PNC Bank – Operations Supervisor
Lead and manage the performance of teams of 12–16 financial services agents.. Monitor KPIs such as NPS, CXI, quality, adherence, and AHT; analyze results and performance gaps; provide individual and group support, feedback, and skills development; implement and track action plans focused on results and operational goals.
Operations Coach
Supported and managed the performance of financial services teams.. Monitored key indicators; conducted individual and group coaching sessions; analyzed performance gaps; provided feedback and skills development; and implemented action plans with SMART goals to improve performance and customer experience.
Telephone RAC Agent
Provided bilingual telephone support to PNC Bank customers, handled financial service requests, and complied with quality, customer experience, and regulatory standards.
Teaching Practicum, English
Provided academic support in English for students from third to eleventh grade and helped prepare students for the ICFES national exams.
Records Assistant
Received, classified, and organized documentation; managed files and document inventories.
Records Assistant
Supported document management, correspondence, filing, and storage processes.