Judith Alvarez
Miami,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Strong leadership abilities and a track record of effectively managing teams to ensure efficient operations and exceptional customer service. Committed to maintaining compliance with regulations and delivering high-quality results.
Overview
24
24
years of professional experience
Work History
Loan Operations Unit Supervisor
FirstBank Florida
04.2022 - Current
- Manage and supervise a team of loan operations professionals, providing guidance, training, and performance feedback.
- Oversee day-to-day loan operations activities, ensuring adherence to policies, procedures, and regulatory requirements.
- Develop and implement process improvement initiatives to enhance operational efficiency and streamline workflows.
- Conduct regular audits and quality control checks to ensure accuracy and compliance in loan documentation and processes.
- Collaborate with cross-functional teams, including underwriting, credit administration, and compliance, to facilitate seamless loan operations.
- Generate reports and analyze data to track key performance indicators and identify areas for improvement.
Deposit Operations Coordinator
Banesco USA
08.2021 - 03.2022
- Manage and oversee daily deposit operations, ensuring timely and accurate processing of customer transactions.
- Investigate and resolve any transactional issues, discrepancies, or exceptions while adhering to established systems and procedures.
- Ensure compliance with regulatory requirements, including Anti-Money Laundering (AML) and Know Your Customer (KYC) guidelines.
- Coordinate with cross-functional teams, including customer service, compliance, and risk management, to address operational challenges and optimize processes.
- Conduct periodic audits and quality control checks to maintain accuracy and identify areas for improvement.
- Review and analyze daily reports, making recommendations and implementing necessary adjustments to enhance operational efficiency.
- Participate in the development and implementation of process improvement initiatives to streamline operations and enhance customer experience.
Quality Assurance Analyst
Banesco USA
04.2020 - 08.2021
- Develop and implement quality control processes, including testing methodologies, inspection procedures, and quality standards.
- Conduct regular audits and evaluations of processes, products, and systems to identify deviations and areas for improvement.
- Perform data analysis on quality metrics and key performance indicators to track trends and identify potential issues.
- Track and report defects, ensuring timely resolution and preventing recurrence.
- Conduct root cause analysis to determine underlying causes of quality issues and implement effective solutions.
- Create and maintain documentation of quality procedures, standards, and best practices.
- Train and educate team members on quality control processes and provide ongoing support and guidance.
Sr. Client Care Team Lead
Banesco USA
03.2019 - 04.2020
- Lead and supervise a team of client care specialists in a high-volume call center environment.
- Provide guidance, coaching, and performance feedback to enhance individual and team performance.
- Monitor team performance through call monitoring and evaluation, analyzing key metrics to identify areas for improvement.
- Develop and implement performance improvement plans and strategies to enhance service quality and efficiency.
- Conduct regular team meetings and training sessions to ensure consistent service delivery and product knowledge.
- Handle escalated customer inquiries and complaints, resolving complex issues to achieve customer satisfaction.
- Develop and implement customer service strategies and initiatives to drive customer loyalty and retention.
- Prepare and present performance reports and analyses to senior management, highlighting key insights and recommendations.
Client Care Specialist
Banesco USA
08.2010 - 03.2019
- Respond to inbound and outbound customer calls and inquiries in a professional and timely manner.
- Provide accurate and comprehensive information about products, services, and policies to address customer needs and inquiries.
- Navigate computer systems and databases to accurately document customer interactions and update customer information.
- Meet and exceed performance metrics, including average handling time, first-call resolution, and customer satisfaction ratings.
Financial Specialist & Loan Officer
Wachovia Bank
01.2005 - 07.2007
- Assess clients' financial situations, evaluate creditworthiness, and determine loan eligibility.
- Conduct thorough financial analysis and risk assessment to ensure responsible lending practices.
- Evaluate and analyze loan applications, including credit reports, income verification, and collateral valuation.
- Identify opportunities for cross-selling and upselling financial products and services.
- Collaborate with internal teams, including underwriting, processing, and collections, to facilitate smooth loan processing and servicing.
Customer Service Representative
First Union/Wachovia Bank
02.2001 - 01.2005
- Provide exceptional customer service through inbound and outbound calls, and email channels.
- Address customer inquiries regarding account balances, transactions, product features, and general banking information.
- Assist customers in resolving account-related issues, including unauthorized transactions, billing discrepancies, and online banking difficulties.
- Document customer interactions and update account information in the CRM system to maintain accurate records.
- Meet or exceed performance targets, including call handling metrics, customer satisfaction scores, and sales goals.
Paraprofessional Educator
Miami Dade Public Schools
08.1999 - 02.2001
- Support classroom teachers in delivering instruction and facilitating student learning.
- Assist students with individualized learning needs, including students with special needs or learning disabilities.
- Provide one-on-one and small-group instruction to reinforce and supplement classroom lessons.
- Administer and score assessments, track student progress, and maintain accurate records.
Education
Associate of Science - Television Production
Miami Dade College
1999
Associate of Arts - Broadcasting & Mass Communication
Miami Dade College
1999
Skills
- Records Organization and Management
- Quality Assurance
- Team Leadership
- Coaching and mentoring
- Product and Service Sales
- Quality Control
- Fraud Detection
- Quality Control Data Compilation
- Risk Assessment
- Issue and Complaint Resolution
- Customer Retention Strategies
Timeline
Loan Operations Unit Supervisor
FirstBank Florida
04.2022 - Current
Deposit Operations Coordinator
Banesco USA
08.2021 - 03.2022
Quality Assurance Analyst
Banesco USA
04.2020 - 08.2021
Sr. Client Care Team Lead
Banesco USA
03.2019 - 04.2020
Client Care Specialist
Banesco USA
08.2010 - 03.2019
Financial Specialist & Loan Officer
Wachovia Bank
01.2005 - 07.2007
Customer Service Representative
First Union/Wachovia Bank
02.2001 - 01.2005
Paraprofessional Educator
Miami Dade Public Schools
08.1999 - 02.2001
Associate of Science - Television Production
Miami Dade College
Associate of Arts - Broadcasting & Mass Communication
Miami Dade College
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