Justin Gomez

I’m a bilingual customer service professional with 2.5 years of experience at Capital One, resolving complex banking issues for English-speaking customers. I combine hands-on banking domain knowledge with strong analytical skills to reduce repeat contacts and improve service quality.

In a remote role, I handled ~80 inbound calls per day in English, sustaining a 95%+ first-call resolution rate throughout my tenure. I maintained an average handle time (AHT) of 3 minutes per call while consistently meeting and exceeding team benchmarks for efficiency and quality.

I diagnose and resolve customer issues end-to-end under time pressure, adhering to strict banking compliance standards and internal process documentation. I also monitor and report on key service indicators (KPIs) using Excel, identifying trends and flagging anomalies to drive continuous improvement.

I’m especially interested in roles where financial knowledge and data skills create immediate impact—Customer Success, KYC/Onboarding, or Operations. Beyond support, I build analytics projects (Power BI and SQL) like an IBM HR Analytics Dashboard and sales analyses that turn data into executive-ready, actionable insights.