Anitza I. Cotto De Leon

Managed end-to-end health and safety investigations under the Lodging Audit program, monitoring critical reports, negotiating resolutions with stakeholders, and improving data accuracy through cross team collaboration.

• Maintained 90% SLA performance metrics by investigating high-risk cases and partnering with stakeholders through targeted calls and emails to ensure timely resolution.
• Reduced data discrepancies backlog by over 50% within one year through cross team collaboration, investigative analysis and root cause review.
• Elevated third-party vendor quality performance to 90% by coaching 5+ agents on escalation procedures, case handling standards, and effective stakeholder communication.
• Contributed to faster case resolution and backlog reduction by supporting the Customer Insights team in handling customer complaint investigations with minimal training.

Proficient in handling high-volume transactions, resolving account inquiries, and delivering efficient service while supporting branch operations. Managed daily cash vault tasks, including organizing and safeguarding critical documents, while maintaining strict adherence to banking policies.

• Ensured audit readiness and full security compliance by training three tellers at an adjacent branch on a new transaction processing system, reinforcing financial accuracy and procedural controls.
• Prevented potential financial losses and protected branch operations by identifying and escalating counterfeit checks and suspicious transactions in accordance with KYC guidelines and banking regulations.

Processed a high volume of domestic & international transactions and daily banking operations while assisting customers with product and services inquiries.

• Maintained positive client relationships during product fee increases by managing customer complaints with clear communication and a premium service approach.
• Improved customer retention and loyalty by providing multilingual support to clients facing language barriers and ensuring clear understanding of products and services.