Diana Sv

Customer Service and Banking Professional with 8+ years of experience in financial services, digital banking support, fraud claim processing, and technical troubleshooting. Skilled in resolving customer issues, supporting mobile and online banking platforms, processing payments, and delivering high-quality customer experiences in fast-paced environments. Recognized for mentoring team members, handling high call volumes, and maintaining strong customer satisfaction.

Business Customer Service Representative at BMO (2021-11 – Present)

• Provide exceptional customer service and support in a high-volume banking environment handling 50+ calls daily.
• Assist customers with online and mobile banking troubleshooting, including Zelle, Bill Pay, and internal/external transfers.
• Process commercial and consumer loan payments accurately and efficiently.
• Submit and manage fraud claims related to debit cards, credit cards, Zelle, and online banking transactions.
• Mentor and support team members through chat assistance and knowledge sharing.
• Resolve customer inquiries quickly while maintaining professionalism and empathy.

Technical Support Representative at Kelly Services (2020-03 – 2021-07)

• Provided technical support for iOS and macOS devices in a fast-paced call center environment.
• Diagnosed and resolved hardware, software, and connectivity issues.
• Assisted customers with security concerns including phishing and malware awareness.
• Documented support interactions and escalated complex technical issues when necessary.
• Supported Tier 1 representatives with troubleshooting and call escalations.

Cashier Lead at PGA National Resort and Spa (2017-07 – 2018-07)

• Managed daily cash reconciliation and maintained accurate financial records.
• Oversaw staffing support for register operations and customer service.
• Trained employees on fraud prevention and cash-handling procedures.

Member Service Representative at Connect Credit Union (2014-08 – 2017-07)

• Managed customer accounts, deposits, withdrawals, and account maintenance.
• Served as Vault and ATM Custodian while maintaining compliance and balancing procedures.
• Educated members on banking products and services while identifying upsell opportunities.
• Trained new employees on operational procedures and customer service standards.
• Resolved account and technical service issues while maintaining strong client relationships.

Associate of Arts in Liberal Arts and General Studies – Indian River State College (2026-05)

High School Diploma – St. Lucie West Centennial High School (2006-05)