Maria Enriquez
Upland
Summary
Seasoned Operations Manager and talented leader with 6 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
10
10
years of professional experience
Work History
Operations Manager
U.S. Bank
06.2023 - Current
- Improved operational efficiency by streamlining processes and implementing cost-saving measures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Supervisor
Union Bank
06.2020 - 05.2023
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Optimized resource allocation through careful planning and monitoring of inventory levels, staffing needs, and equipment maintenance schedules.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Ensured compliance with company policies and federal regulations during daily operations.
Dispute Resolution Team Lead
Union Bank
01.2018 - 05.2020
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
Dispute Resolution Intake Specialist
Union Bank
10.2015 - 12.2017
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Saved the bank money by talking customers or finishing with a one call resolution
- Streamlined the intake process by developing and implementing efficient data collection methods for improved service delivery.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Contributed to a reduction in client wait times by effectively handling customer calls quickly and efficiently.
Dispute Resolution Investigator
Union Bank
05.2014 - 09.2015
- Improved case resolution rates by conducting thorough investigations and utilizing effective interviewing techniques.
- Assisted in the development of investigative strategies, resulting in more efficient case resolutions.
- Uncovered critical evidence by meticulously analyzing financial records and other documents related to investigations.
- Ensured compliance with federal Regulation E during investigations, minimizing risk for litigation or procedural errors.
- Identified trends in criminal activities, allowing for proactive measures to be taken against future threats.
- Carefully documented statements, observations, and evidentiary materials.
Education
Bachelor of Arts - Business Communication
Arizona State University
Tempe, AZ05.2025
Associate of Arts -
Mt San Antonio College
Walnut, CA03.2016
Skills
- Performance Monitoring & Reporting
- Customer Retention
- Document Control
- Data Analysis
Languages
Spanish
Elementary
Timeline
Operations Manager
U.S. Bank
06.2023 - Current
Operations Supervisor
Union Bank
06.2020 - 05.2023
Dispute Resolution Team Lead
Union Bank
01.2018 - 05.2020
Dispute Resolution Intake Specialist
Union Bank
10.2015 - 12.2017
Dispute Resolution Investigator
Union Bank
05.2014 - 09.2015
Bachelor of Arts - Business Communication
Arizona State University
Associate of Arts -
Mt San Antonio College
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