Verlyne M. Quitaro

• Responded to customer inquiries by providing detailed and accurate information about products or services
• Handled customer complaints and concerns professionally and promptly while ensuring customer satisfaction
• Provided technical support and assisted customers in resolving issues with products or services
• Experienced in various shifts for 24 hour contact center
• Followed through with customers to ensure their issues are resolved, and I escalated issues to supervisors or other departments as needed to ensure prompt and effective resolution
• Helped maintain and build team morale

• Familia Ambassador III - Coach and mentor role which requires you to train and mentor teams and individuals to provide exceptional customer service while solving financial issues
• Identify areas for operational improvement and recommend solutions to branch manager and/or regional manager
• As a member of the Familia Ambassador Pilot team, we were responsible for coaching and guiding branch staff to become a Familia Ambassador (Universal Teller) through a comprehensive 4-week training program
• Utilized learned knowledge to execute decision-making authority to fulfill customer needs and detect operational inefficiencies
• Embraced the Bank of Guam's principles and values to express the care and support the bank's goals for each customer
• Strengthened the relationships with current customers while creating new relationships with retail or business customers
• Assisted with initial loan application process. Gather and complete information with customers to submit loan request
• Cash and check transactions such as deposits, withdrawals, and check cashing
• Assisted with overseeing branch operations and ensuring appropriate currency levels are productive and efficient for branch to operate
• Balance and maintain ATMs within branch

• Assisted customers on various channels with inquiries or issues regarding account access or bank information
• Processed applications such as

Change of Information

ATM application

Stop Payments

Online access

• Assist with trouble shooting online access
• Trained new hires within the department to become efficient and knowledgeable of roles, duties, and system