Professional Experience
About
I'm a Senior Banker at Bank of America, where I provide personalized financial solutions and exceptional service to our clients. Across various industries, I have developed strong competencies in sales, customer relationship management, escalation resolution, and support team leadership. Additionally, I have a passion for technology and innovation, which led me to pursue Web Development, including learning to code automations with Applescript. These experiences enable me to leverage the power of cloud communications and web development to enhance customer engagement and satisfaction. My goal is to apply my skills and knowledge to create value for Bank of America and our clients.
Bank of America
Senior Banker
September 2025 - Present
Relationship Banker
February 2024 - September 2025
- Execute the bank's risk culture and strive for operational excellence.
- Follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
- Grow business knowledge and network by partnering with experts in small business, lending, and investments.
- Manage financial center traffic, appointments, and outbound calls effectively.
- Drive the client experience
- Manage cash responsibilities.
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Coinbase
Consumer Support Representative - Coinbase 1 (CB1)
October 2022 - January 2023
- Recognized for being a leader in frontline support (Retail Ops) and recruited to deliver white glove support services for Coinbase 1, Coinbase's elite support team responsible for HWNI and Premium/VIP accounts.
- Boosted First Contact Resolution to over 75% and Final Case Resolution to over 65% across all support tickets related to fiat payments, crypto transactions, account access, risk, safety, compliance, and policy issues.
- Spearheaded outbound marketing campaigns for Ethereum (ETH) staking, collaborating with internal stakeholders, resulting in 1000 ETH staked for Q4 (2022).
Onboarding Support Analyst - Coinbase Institutional
June 2022 - October 2022
- Embraced the opportunity to shift focus from retail operations to Institutional Onboarding (Finance) and contribute to the company's resilience in changing market conditions.
- Successfully reduced B2B onboarding application backlog, decreasing14-day life cycle to a competitive 5-day life cycle, performing document verification, due diligence, compliance, and ticket management for all entity sizes and types.
- Streamlined the onboarding process by developing user-friendly infographics and workflows that simplified and clarified complex policies and procedures, enabling support agents to process applications more efficiently.
Crypto/Payments Analyst - Retail Ops
October 2021 - June 2022
- Pioneered the establishment of Coinbase's 1st Live Phone Support team, setting a benchmark as the first in the industry.
- Excelled in providing stellar customer support through exceptional phone service skills, expert product knowledge, and proficient use of CRM support technologies such as Salesforce, TalkDesk, Slack and eGain.
- Spearheaded internal projects aimed at enhancing quality control and efficiency, implementing targeted escalation channels and strategies to optimize customer support processes.
- Innovated in the development and delivery of PowerPoint seminars, showcasing over-the-phone de-escalation and negotiation techniques to improve customer satisfaction and conflict resolution.
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Viking
Travel Service Specialist/Consultant
May 2019 - October 2021
- Demonstrated expertise in Viking River, Ocean, and Expedition products by providing comprehensive inbound phone and chat support, ensuring exceptional customer service and satisfaction.
- Prepared guests for their upcoming journeys, booking creation/redeployments, processing payments, researching solutions to inquiries, explaining Viking policies/procedures, and triaging to escalations.
- Played a pivotal role in ensuring seamless operations by resolving technical challenges, facilitating a smooth transition to remote work, and maintaining employee productivity during a critical period of change.
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Sentry Anlytics LLC
IT Manager
Jan 2018 - Jan 2019
- Acted as single point of contact for digital presence of a cyber security consultancy start-up, utilizing WiX development tools.
- Designed the company logo, and managed SEO and PPC campaigns using Google Analytics.
- Provided invaluable technical troubleshooting and guidance to the executive team, playing a key role in optimizing digital marketing efforts.
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Tech Stack
The subsequent list represents the technical proficiencies I have attained and utilized throughout my professional journey encompassing digital marketing, customer support, and web development.
Programming Languages & Tools
- AppleScript
- Git / Terminal
- HTML(5)
- CSS(3)
- Javascript
- Ruby/Rails
- Github
- WiX
- Atom
- Heroku
- AWS
- MongoDB
Software Tools
- Microsoft Office
- Salesforce
- Slack
- Google Suite
- Looker
- TalkDesk
- LiveChat
- LucidCharts
- Prezi
- CitrixCloud
- SharePoint
Completed Projects
Sentry Analytics
Tech: Wix Web Tools, Google Analytics
A Cyber Security Governance Consultancy startup based in Needham, MA. I built their website using WiX, designed their company logo, and managed their digital footprint.
Links
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Bucket List
Tech: HTML, CSS, Bootstrap (Handlebars), jQuery, Ajax, Javascript, Express, Mongoose, MongoDB, Git, Github Pages
As part of a team at General Assembly, I helped build a web app allows users to perform CRUD actions to bucketlist items.
Links
Client API Visit Website
Chris Sale Fan Page
Tech: HTML, CSS, Javascript, jQuery, Ajax, Ruby/Rails, Heroku
I built this web app for my Capstone project at General Assembly, dedicated to the Red Sox Pitcher Chris Sale. Users can create, update and delete comments and enjoy a slideshow of pictures and video of Chris Sale in action.
Links
Client API Visit WebsiteSkill Bubble
Below is a word bubble of my domain knowledge and experience.