Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Cat C.

Los Angeles

Summary

Dynamic Operations Specialist with a proven track record, excelling in process optimization and compliance. Skilled in financial analysis and cross-functional communication, I enhanced operational efficiency, reducing transaction errors by 20%. Adept at multitasking and fostering teamwork, I ensure seamless workflows and superior client satisfaction.

Overview

6
6
years of professional experience

Work History

Operations Specialist

Preferred Bank
08.2024 - 04.2025
  • Policy Implementation & Compliance: Lead the enforcement of bank policies and procedures to ensure all operational activities comply with internal controls, federal regulations, and industry standards. This includes overseeing procedures for account opening, credit extensions, and loan processing, as well as identifying potential risks in operations.
  • Process Optimization & Risk Mitigation: Collaborate with various departments such as Risk Management, Compliance, and Treasury to streamline operational workflows and identify areas where efficiency can be improved. This includes analyzing risk factors related to credit extensions, interest rates, and fee structures, and implementing controls to minimize exposure.
  • Credit Management & Interest Rate Oversight: Manage initial credit extensions by evaluating client applications, determining appropriate credit terms, interest rates, and repayment periods. Ensure that these are in line with both regulatory requirements and internal policies. Obtain necessary approvals from the Corporate Treasury and relevant departments for funding requirements.
  • Cash Reconciliation & Fee Recognition: Oversee daily cash reconciliations, ensuring that all cash transactions and fund movements are accurately recorded. Manage the recognition and reporting of banking fees, ensuring they align with accounting standards and regulatory guidelines.
  • Client Interaction & Communication: Serve as a key liaison between internal teams and external clients, addressing complex inquiries related to account management, financial transactions, and compliance issues. This role requires a professional, client-focused approach to maintaining strong relationships with both internal stakeholders and customers.
  • Team Coordination & Leadership: Coordinate with team members and senior management to resolve operational issues, ensuring a smooth flow of daily activities. Participate in team meetings to discuss operational improvements, identify any barriers to success, and contribute suggestions for ongoing process enhancements.

Teller

California Credit Union
10.2019 - 04.2024
  • Financial Transactions & Customer Service: Process a wide variety of customer transactions, including deposits, withdrawals, check cashing, loan payments, and money orders, ensuring all transactions are accurate, secure, and compliant with regulatory standards. Maintain a high level of customer service to ensure a positive banking experience.
  • Sales & Product Promotion: Actively promote the credit union's financial products and services (e.g., savings accounts, loans, mortgages) by identifying customer needs and offering solutions. Regularly exceeded sales targets by developing strong relationships with clients and understanding their long-term financial goals.
  • Customer Education & Financial Literacy: Educate members on available financial tools and resources, including mobile banking, loan options, and savings programs. Guide customers, especially seniors and young members, in understanding how to manage their finances effectively, demonstrating financial literacy and planning skills.
  • Process Improvement & Efficiency: Contribute to branch operational improvements by suggesting and implementing changes that allowed tellers to take on more responsibilities typically assigned to bankers. This helped reduce customer wait times, enhance service delivery, and increase overall customer satisfaction.
  • Conflict Resolution & Problem Solving: Address customer concerns and resolve issues related to their accounts or services, ensuring their problems are solved promptly and effectively. Use critical thinking and problem-solving skills to manage difficult situations and maintain customer loyalty.
  • Relationship Management: Build and maintain long-term relationships with members, especially those requiring guidance on major financial decisions such as purchasing a home, refinancing, or obtaining a car loan. Regularly followed up with customers to ensure their financial needs were met and to offer personalized advice based on their financial status.
  • Compliance & Security: Ensure all customer interactions and transactions comply with the bank's security protocols, anti-money laundering (AML) regulations, and other legal requirements. Perform diligent identity verification, safeguard sensitive financial data, and adhere to branch policies on handling cash and documents.

Call Center Representative

California Credit Union
03.2020 - 12.2020
  • Customer Support & Call Handling: Answered inbound calls, addressing a wide range of customer inquiries related to account balances, loan applications, credit card services, transfers, and transaction histories. Provided assistance on both simple and complex issues, ensuring a positive experience for members.
  • Member Issue Resolution: Assisted customers with resolving issues such as account discrepancies, unauthorized transactions, and loan payment concerns. Used problem-solving skills to effectively resolve issues while ensuring compliance with company policies and banking regulations.
  • Account Assistance & Services: Processed a variety of banking services remotely, including fund transfers, bill payments, and loan applications. Helped customers navigate the online and mobile banking systems, troubleshooting common issues and ensuring they could access their accounts easily.
  • Follow-up & Customer Satisfaction: Followed up with members after their inquiries or issues were resolved to ensure their satisfaction and to gather feedback on how service quality could be improved. This proactive approach helped maintain a high level of customer satisfaction and strengthened loyalty to the credit union.
  • Sales & Cross-Selling: Identified opportunities to cross-sell additional products or services based on the customer's needs. For example, if a customer called about a mortgage, you would also recommend related services such as home insurance or personal loans.
  • Compliance & Documentation: Documented all customer interactions accurately in the system, ensuring all necessary information was captured for future reference and compliance purposes. Followed established protocols for data privacy and security, adhering to all internal and external regulations.

Education

No Degree - Environmental Biology

California State University, Los Angeles
Los Angeles, CA

High School Diploma -

Downtown Magnets High School
Los Angeles, CA
06-2018

Skills

  • Financial Analysis & Reporting
  • Operational efficiency
  • Planning and coordination
  • Cross-functional communication
  • Project management
  • Workflow streamlining
  • Expense reporting
  • New teller training
  • Reporting and documentation
  • Teamwork and collaboration
  • Attention to detail
  • Multitasking Abilities
  • Task prioritization

Languages

English
Full Professional
Spanish
Elementary
Tagalog
Professional Working

Timeline

Operations Specialist

Preferred Bank
08.2024 - 04.2025

Call Center Representative

California Credit Union
03.2020 - 12.2020

Teller

California Credit Union
10.2019 - 04.2024

No Degree - Environmental Biology

California State University, Los Angeles

High School Diploma -

Downtown Magnets High School

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