Francisco Silva

Dedicated and detail-oriented Lead Account Specialist with professional experience at Discover specializing in customer service operations, account retention, escalations management, and compliance support. Proven ability to resolve complex account concerns, strengthen customer relationships, and deliver tailored financial solutions that support both client satisfaction and business objectives. Adept at handling sensitive customer interactions, coordinating supervisor escalations, and ensuring timely resolution of high-priority issues. Experienced in quality assurance monitoring, regulatory compliance evaluations, and providing constructive feedback to support continuous performance improvement. Recognized for strong communication, analytical thinking, and leadership support within fast-paced, customer-focused financial environments. Demonstrated ability to manage high-volume workloads while maintaining professionalism, accuracy, and adherence to company policies and regulatory guidelines. Skilled in identifying customer needs, promoting appropriate financial products and services, and contributing to operational efficiency through collaborative problem-solving and process improvement initiatives. Experienced in mentoring and supporting team members, reinforcing service excellence standards, and fostering positive customer experiences through effective relationship management and solution-oriented service.