Vincent Bonacci
Pittsburgh
Summary
Dynamic professional with a strong background in customer relationship management and escalation management. Known for enhancing client engagement strategies and driving process improvements that lead to increased satisfaction and loyalty. Additional focus on operational enhancement and excellence.
Overview
7
7
years of professional experience
Work History
Service Director
BNY
Pittsburgh
03.2025 - Current
- Managed daily operations to enhance service delivery efficiency and client satisfaction.
- Coordinated with cross-functional teams to develop and implement client engagement strategies.
- Resolved client inquiries and issues promptly to maintain satisfaction levels.
- Reviewed customer service processes and procedures, recommending improvements to optimize performance.
Senior Client Service Representative
BNY
Pittsburgh
04.2022 - 03.2025
- Cultivated strong customer relationships through proactive follow-up communication, enhancing overall satisfaction.
- Resolved complex customer complaints and escalated issues promptly, ensuring client retention and loyalty.
- Acted as primary contact for high-touch clients, addressing their needs and concerns effectively.
- Developed training materials for new employees on customer service policies and procedures.
Senior Technical Analyst
BNY
Pittsburgh
04.2019 - 05.2022
- Processed daily settlements for high dollar transactions, ensuring accuracy and timeliness.
- Worked with Team Supervisor to develop enhanced processes/procedures for fraud controls.
- Collaborated with team supervisor to improve fraud control procedures.
- Conducted audit reviews and reporting to address business needs and compliance requirements.
Education
Bachelor of Science - Criminal Justice/Legal Studies
Point Park University
Pittsburgh, PA04-2019
High School Diploma -
West Mifflin Area High School
West Mifflin, PA05-2015
Skills
- Client relationship management
- Client engagement
- Service delivery
- Escalation management
- Process improvement
- Operational excellence
- Operations management
- CRM databases
- Cloud Computing
- Microsoft Office Suite
- Team collaboration
Timeline
Service Director
BNY
03.2025 - Current
Senior Client Service Representative
BNY
04.2022 - 03.2025
Senior Technical Analyst
BNY
04.2019 - 05.2022
Bachelor of Science - Criminal Justice/Legal Studies
Point Park University
High School Diploma -
West Mifflin Area High School