Laura Mesta
Azusa
Summary
Experienced professional with excellent skills across many domains. Utilize critical thinking skills and judgment with administrative, financial, and organizational acumen to deliver consistent and outstanding results. A resourceful problem solver with the ability to align the needs of employees with the goals and mission of the organization.
Overview
17
17
years of professional experience
Work History
Lockbox Operations Supervisor
Fidelity Information Services, FIS
07.2019 - 05.2022
- Hired, managed, developed. and trained staff, established and monitored goals, conducted performance reviews, and, administered salaries for staff.
- Approve weekly payroll for employees.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks,
- Cultivate strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
- irected a team of thirty-eight employees with innovative policies that yielded a 27% increase in profits from the previous calendar year.
- Held weekly team meetings to communicate HR policies processes, and performance, establish standards, and collaborate with staff to create action plans.
- Delegated projects to administrative staff, boosting office productivity by 50% and streamlining processes using LEAN techniques.
- Manage budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Support documenting operations procedures and training operations teams on new functionalities.
- Liaised with stakeholders, addressed inquiries and escalations, handled meeting requests, and answered billing questions to provide outstanding care.
- Managed client correspondence, record tracking, and data communications in database and case management software (CMS).
- Disseminated safety information, performed internal audits, and monitored employee compliance with regulatory and organizational policies.
HOA Customer Service Supervisor III
MUFG, Union Bank
04.2005 - 07.2019
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Approved weekly payroll for employees.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Work closely with customers, Relationship Managers, and internal departments as needed.
- Maintained a customer-centric approach and effectively identified the action to meet service level agreements, emphasizing first-call resolution.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Facilitated non-credit and operational risk to minimize operating losses, wires, and other exceptions.
Education
Certifications:
Skills
- Recruitment and Hiring
- Performance Management
- Risk Management
- Team Leadership
- Bilingual - Spanish
- Work Independently
- Teambuilding
- MS Office – Excel
- Problem-Solving
- Customer and Staff Relations
Languages
Spanish
Native or Bilingual
Timeline
Lockbox Operations Supervisor
Fidelity Information Services, FIS
07.2019 - 05.2022
HOA Customer Service Supervisor III
MUFG, Union Bank
04.2005 - 07.2019
Certifications:
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