Alba Roldan
Kissimmee
Summary
Dynamic Program Coordinator with a proven track record at Horne, excelling in quality assurance and compliance. Skilled in risk mitigation and conflict resolution, I led initiatives that reduced error rates by 25%. Adept at training teams and enhancing workflows, I am committed to delivering exceptional client service and operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Program Coordinator
Horne
09.2023 - 04.2025
- Communicated with clients and applicants to ensure accurate application processing and resolution of issues.
QC Analyst
Horne
03.2022 - 09.2023
- Supervised quality assurance procedures to maintain audit-readiness and adherence to federal guidelines.
- Led quality control initiatives by conducting audits and reviews of case files, reducing error rates by 25%.
- Trained and mentored new team members and specialists on eligibility and documentation standards.
- Created process documentation and dashboards for leadership reporting and performance tracking.
Eligibility Specialist
Horne
04.2021 - 03.2022
- Managed program delivery, compliance, ano eligibility assessments for state-funded relief programs.
- Coordinated across cross-functional teams to improve workflows, increase program efficiency, and resolve escalations.
Personal and Business Banker
Wells Fargo & Company
09.2013 - 04.2021
- Delivered personalized financial solutions to individual and small business clients, achieving consistent sales and service targets.
- Advised clients on financial planning, credit options, and banking products including lines of credit, business accounts, and merchant services.
- Built strong client relationships through regular portfolio reviews and needs-based conversations.
- Partnered with branch management to coordinate community outreach and small business development programs.
- Managed business banking accounts with a focus on risk mitigation and compliance with regulatory standards.
- Trained junior bankers and provided guidance on complex customer scenarios and financial transactions.
- Played a key role in branch operations, fraud prevention, and audit preparation.
Financial Services Representative
SunTrust Banks Inc
01.2013 - 09.2013
- Assisted clients with personal banking services, cross-selling financial products based on needs assessment.
- Handled complex account maintenance, loan applications, and dispute resolutions with accuracy and professionalism.
- Consistently ranked in top tier for client satisfaction and service metrics.
- Supported branch operations, including audit readiness and compliance adherence.
- Collaborated with team members to meet daily service goals and resolve customer concerns promptly.
- Ensured privacy and security of client data in accordance with federal and company guidelines.
Teller
Bank of America, NA
01.2011 - 01.2013
- Processed customer transactions efficiently, maintaining accuracy and security.
- Promoted and referred bank products, contributing to branch sales goals.
- Delivered friendly, personalized service to increase customer loyalty and retention.
- Identified sales opportunities and referred clients to personal bankers for advanced financial services.
- Handled cash drawer with zero discrepancies, following strict internal controls.
- Supported branch operations including balancing vaults and assisting with daily reconciliations.
- Educated clients on digital banking tools and resources to enhance their experience.
Education
Bachelor Of Administration - Business Administration And Management
Florida International University
Miami, FL06.2017
Skills
- Customer Relationship Management (CRM)
- Retail & Business Banking
- Financial Advising
- Cash Handling & Balancing
- Risk Mitigation
- Regulatory Compliance (BSA, AML, KYC)
- Sales & Cross-Selling
- Account Management
- Program Coordination
- Quality Assurance / Quality Control (QA/QC)
- Data Analysis & Reporting
- Documentation Review
- Process Improvement
- Fraud Prevention
- Eligibility Review
- Conflict Resolution
- Team Training & Leadership
- Government Compliance
- Public Assistance
- Policy Interpretation
- Customer service
- Case Management
Certification
Google Project Management Certification
Languages
Spanish
Native or Bilingual
Timeline
Program Coordinator
Horne
09.2023 - 04.2025
QC Analyst
Horne
03.2022 - 09.2023
Eligibility Specialist
Horne
04.2021 - 03.2022
Personal and Business Banker
Wells Fargo & Company
09.2013 - 04.2021
Financial Services Representative
SunTrust Banks Inc
01.2013 - 09.2013
Teller
Bank of America, NA
01.2011 - 01.2013
Bachelor Of Administration - Business Administration And Management
Florida International University
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