Albino Garcia
Whittier
Summary
Results-driven Business Operations Leader with over 20 years of experience enhancing operational performance by aligning business strategy with execution. Expertise in collaborating across Product, Engineering, Compliance, Customer Success, Finance, Sales, and Operations to tackle complex challenges and streamline processes. Proven background in banking, fintech, SaaS, and customer operations, focusing on product launches, operational readiness, and cross-functional initiatives.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Director, Call Center Operations, Training & Quality Assurance
SmarterHome.ai
08.2025 - 11.2025
- Created executive reporting that converted operational data into actionable insights for leadership, driving informed decision-making.
- Built data-driven QA frameworks, performance dashboards, and KPI reporting that improved visibility into customer experience, sales quality, and operational performance.
- Identified operational bottlenecks through root cause analysis and collaborated with leadership to implement scalable process improvements that enhanced overall operations.
- Developed coaching strategies and operational standards to ensure consistency across domestic and offshore teams, enhancing service delivery.
Account Manager | Customer Experience
Pacific Rim Capital, Inc.
06.2025 - 08.2025
- Managed onboarding, portfolio management, and ongoing customer success initiatives for a portfolio of Fortune 250 organizations throughout the United States, Mexico, and Canada.
- Acted as primary relationship manager, delivering high-level customer support and coordinating cross-functional activities across sales, finance, legal, operations, lease administration, and engineering.
- Enhanced customer satisfaction by proactively managing portfolio performance, operational coordination, and enterprise account engagement.
- Collaborated with internal stakeholders to address operational challenges, enhance service delivery, and cultivate long-term strategic customer relationships.
- Oversaw equipment lifecycle management and post-sales operational support, ensuring seamless execution throughout the customer journey.
Manager of Business Operations
FinFare Financial Technologies
07.2024 - 09.2024
- Led end-to-end onboarding operations for small business financial products, guiding customers through implementation while delivering a white-glove onboarding experience.
- Managed KYC, KYB, CIP, and corporate documentation in collaboration with Compliance to ensure timely customer approvals and adherence to regulatory governance.
- Identified process improvement opportunities that streamlined operations and enhanced customer experience in alignment with strategic business objectives.
- Collaborated with Customer Success to enhance onboarding workflows and operational readiness, leading to improved long-term customer support processes.
- Partnered with Compliance to develop and document Regulation E dispute procedures that strengthened operational governance and customer advocacy.
- Worked cross-functionally with Marketing and Compliance to review customer-facing collateral and ensure regulatory compliance across external communications.
Sr. Engagement Manager III | Enterprise Implementations & Business Operations
Synapse Financial Technologies
11.2021 - 06.2023
- Acted as the primary operational partner throughout enterprise implementations, aligning Product, Engineering, Compliance, Banking Operations, and Customer Success from discovery through go-live.
- Partnered with founders and executive stakeholders to transform business concepts into production-ready banking solutions, designing funds flow, identifying operational requirements, and defining minimum viable product (MVP) strategies that enabled expedited go-to-market execution.
- Guided customers through KYC/KYB processes, payment capabilities, account structures, compliance requirements, and operational readiness, ensuring seamless implementation and adherence to regulatory standards.
- Developed scalable onboarding frameworks, implementation playbooks, SOPs, and Rocketlane workflows that improved implementation quality and customer visibility.
- Cultivated trusted relationships with customer executives, translating technical complexities into actionable operational solutions that addressed client needs.
Senior Business Operations Leader (Customer Care)
Green Dot Corporation
12.2009 - 11.2019
- Functioned as Customer Care Product Owner and Operations Subject Matter Expert, coordinating the operational readiness of new products, policies, website enhancements, mobile applications, and internal tools prior to enterprise rollout.
- Partnered directly with Product and Engineering to define business requirements, write user stories, and improve internal servicing applications that enhanced both employee and customer experiences.
- Evaluated the downstream impact of product, policy, and technology changes, ensuring Customer Operations, Training, QA, and Support organizations were fully prepared before launch.
- Collaborated with Engineering to enhance agent workflows and strengthen internal user experience across customer operations, minimizing operational friction.
- Designed enterprise training, operational playbooks, SOPs, and knowledge management programs to support GoBank, prepaid banking products, tax products, Santa Barbara Tax Products Group (SBTPG), and strategic banking initiatives, enhancing operational efficiency.
- Facilitated Agile delivery as Scrum Master, aligning Product, Engineering, Compliance, QA, and Customer Operations to streamline development and release cycles.
- Led Tier III executive, regulatory, and partner bank escalations involving CFPB, FDIC, FRB, Attorney General offices, Reg E disputes, payment investigations, and complex operational issues.
Senior Banking and Operations Specialist
Bank of America / Merrill Lynch
08.2004 - 11.2010
- Managed banking relationships for high-net-worth clients with $500K-$3.5M in liquid assets across consumer banking, business banking, lending, credit, and investment products.
- One of a select group of Senior Operations Specialists trusted to reconcile end-of-day financial discrepancies across California, Washington/Idaho, and Model Banking regions.
- Investigated complex transactions including ACH, wire, debit card, credit card, and mobile deposits using QWS3270 and core banking platforms to identify and resolve discrepancies.
- Processed General Ledger adjustments and reconciled branch overages and shortages to ensure financial accuracy across various operating models and cost centers.
- Performed transaction research, historical analysis, reconciliation, and payment investigations supporting banking operations nationwide.
- Championed KYC initiatives during Bank of America's enterprise rollout, facilitating compliance and enhancing user adoption across the organization.
- Supported operational readiness during the rollout of Check 21 and Mobile Banking, helping frontline teams adopt new technologies and customer servicing processes.
Education
Some College (No Degree) - Business Administration
Cerritos College
Norwalk, CASkills
- KPI Development
- Executive Reporting
- Operational Excellence
- Operational Strategy
- Operational Readiness
- Process Design
- Change Management
- Cross-Functional Leadership
- Enterprise Implementations
- Solution Design
- MVP strategy
- Funds Flow Design
- Market readiness
- Product Launches
- Business Systems Analysis
- Product Operations
- Operational Compliance
- Transaction Research
- Payment Investigations
- ACH
- Wire Operations
- Customer Payment Solutions
- Debit & Credit Processing
- Reg E
- KYC / KYB
- Executive Escalations
- Compliance Management
- Risk Management
- Operational Risk
- CFPB
- FDIC
- FRB
- Quality Assurance
- SOP Development
- Employee Training
- Leadership Development
- Service Optimization
- Change adoption
- Knowledge management
- Agile
- Scrum
- Salesforce
- Jira
- Confluence
- Rocketlane
- TSYS
- PTS
- QWS3270
- LexisNexis
- CRM & Core Banking Systems
- Exception Resolution
- Financial Reporting
- Scrum
- CRM & Core Banking Systems
Certification
- Certified Scrum Master (CSM)
- AGILE Certified
Core Expertise
- Business Operations & Strategy
- Operational Excellence
- Process Design
- Operational Strategy
- Organizational Readiness
- Change Management
- Cross-Functional Leadership
- KPI Development
- Executive Reporting
- Enterprise Implementation & Product Operations
- Customer Discovery
- Solution Design
- Funds Flow Design
- Minimum Viable Product (MVP) Strategy
- Go-to-Market Readiness
- Product Launches
- Operational Readiness
- Business Systems Analysis
- Product Operations
- Banking & Payments
- ACH
- Wire Operations
- Merchant Payments
- Debit & Credit Processing
- Banking Operations
- Transaction Research
- General Ledger Reconciliation
- Payment Investigations
- Core Banking Platforms
- Exception Resolution
- Risk, Compliance & Customer Advocacy
- Reg E
- KYC / KYB
- OFAC
- Executive Escalations
- Regulatory Complaints
- Fraud & Disputes
- Operational Risk
- CFPB
- FDIC
- FRB
- Enablement & Organizational Development
- Operational Training
- Learning & Development
- QA Strategy
- SOP Development
- Knowledge Management
- Product Enablement
- Change Adoption
- Leadership Development
- Technology
- Salesforce
- Jira
- Confluence
- Rocketlane
- TSYS
- PTS
- QWS3270
- LexisNexis
- Agile
- Scrum
- CRM & Core Banking Systems
Timeline
Director, Call Center Operations, Training & Quality Assurance
SmarterHome.ai
08.2025 - 11.2025
Account Manager | Customer Experience
Pacific Rim Capital, Inc.
06.2025 - 08.2025
Manager of Business Operations
FinFare Financial Technologies
07.2024 - 09.2024
Sr. Engagement Manager III | Enterprise Implementations & Business Operations
Synapse Financial Technologies
11.2021 - 06.2023
Senior Business Operations Leader (Customer Care)
Green Dot Corporation
12.2009 - 11.2019
Senior Banking and Operations Specialist
Bank of America / Merrill Lynch
08.2004 - 11.2010
Some College (No Degree) - Business Administration
Cerritos College