ANGELINA CUEVAS
Candescent
Bear,DE
6
years of professional experience
Professional banking expert with strong analytical skills and deep understanding of financial services, risk management, and customer relations. Adept at team collaboration and consistently achieving high-impact results. Reliable and adaptable to changing needs, with expertise in financial analysis, problem- solving skills, and regulatory compliance. Recognized for strong communication abilities and customer satisfaction.
Work History
Remote ATM Project Manager
9 Months- Managed 24 simultaneous customer projects, acting as the primary liaison to ensure clear communication, on-time delivery, and high customer satisfaction.
- Coordinated directly with customers to define requirements, provide progress updates, and resolve escalations, resulting in a 95% on-time completion rate.
- Oversaw project schedules and issue logs, reducing project delays by proactively identifying risks and implementing mitigation strategies.
- Partnered with NCR Atleos to update ATM/ITM configurations and transition VPN connections, improving system uptime and reducing configuration errors.
- Conducted regular customer follow-ups to strengthen relationships, leading to increased repeat project requests and positive client feedback.
- Developed comprehensive project plans to facilitate streamlined execution and resource allocation.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
ATM Operations Project Manager
6 Months- Lead and manage cross-functional ATM operations projects from initiation to completion, including deployments, upgrades, conversions, and vendor transitions.
- Develop and maintain detailed project plans, timelines, budgets, resource allocations, and risk mitigation strategies.
- Collaborate with internal teams (IT, Security, Compliance, Finance) and external vendors to ensure efficient execution and timely delivery of project milestones.
- Monitor ATM network performance and support initiatives aimed at improving uptime, service quality, and cost efficiency.
- Ensure projects comply with banking regulations, PCI standards, and internal operational policies.
- Serve as the primary point of contact for stakeholders, providing regular updates, reports, and escalation support as needed.
- Facilitate testing, training, and change management related to ATM systems and processes.
- Track and report on project metrics and performance indicators, adjusting plans as needed to meet business goals.
- Coordinate ATM cash replenishment and servicing strategies in collaboration with armored carriers and banking partners.
- Drive process improvements within ATM operations, identifying opportunities for automation, digitization, or cost reduction.
- Developed and implemented project plans and budgets to ensure successful execution.
Senior Account Specialist
9 Months- Effectively handle routine customer service inquiries and issues via telephone, digital, or chat channels.
- Utilize standard screens, scripts, and procedures to address customer queries and troubleshoot problems.
- Navigate computerized systems to provide timely and accurate responses to customer inquiries.
- Demonstrate excellent verbal communication and problem-solving abilities, while comfortably managing multitasking demands.
- Actively manage and escalate risk and customer-impacting issues to management as needed.
- Assist over 100 customers daily in a fast-paced environment, engaging energetically via phone, online, or chat.
- Utilize empathy and effective communication skills to address customer inquiries and concerns.
Fraud Specialist II
1 Year 5 Months- Leverage multiple systems to respond to, troubleshoot, and document customer inquiries, adhering to standard screens, scripts, and procedures.
- Contribute to building the Discover Financial brand by delivering industry-leading care and innovative solutions.
- Conducted comprehensive investigations into customer activity post-deposit to identify potential fraud.
- Evaluated risk levels to assess necessity for suspending account activity due to suspected fraud.
- Validated authenticity of business and customer-provided information to ensure compliance.
- Identified transaction fraud patterns related to fraudulent activities through in-depth analysis.
- Assessed risks for various transaction fraud types, adhering to UCC and Reg CC guidelines.
- Referred accounts suspected of money laundering to AML department for further investigation.
- Collaborated with back-office teams to develop strategies for reducing bank losses.
- Maintained internal fraud suspect database by updating records of known suspects.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
Experience Specialist (Sr. Coordinator)
1 Year 10 Months- Responded to incoming calls and effectively marketed banking products to High Priority existing customers.
- Expertise in various forms of money movement to provide comprehensive assistance.
- Managed and serviced all manual wire requests promptly and accurately.
- Proactively implemented changes based on customer feedback to enhance service quality.
- Attuned to the needs of affluent customers across diverse sectors, beyond financial matters.
- Conducted outbound calls to address customer inquiries and assist as needed.
- Stayed informed about product changes and features to deliver up-to-date information to customers.
- Provided clear explanations of essential account setup procedures and security questions.
- Uphold and communicate key customer guarantees to ensure customer satisfaction.
- Efficiently managed and adhered to all scheduled work activities to meet performance standards.
- Solicited and conveyed regular feedback from customers to improve service delivery.
Education
B.S. - Communications
Skills
Coaching and mentoring
Problem solving
Team collaboration
Logistics management
Operational efficiency
Project planning and development
Cross-functional coordination
Cross-functional collaboration
Data entry proficiency
Metrics-driven approach
Customer engagement
Process-driven mindset with a focus on continuous improvement
Commitment to diversity
equity
and inclusion
Networking abilities
Compliance adherence
Project management
Project planning
Project scheduling
Project tracking
Schedule management
Stakeholder communications
Scope management
Processes and procedures
Timeline
Remote ATM Project Manager
Candescent
08.2025 - 05.2026Read More
ATM Operations Project Manager
Capital One
09.2024 - 03.2025Read More
Senior Account Specialist
Discover Bank
08.2023 - 05.2024Read More
Fraud Specialist II
Capital One
03.2022 - 08.2023Read More
Experience Specialist (Sr. Coordinator)
Capital One
05.2020 - 03.2022Read More
Wilmington University
B.S. from Communications
Read More