Anna Laura Moreno
Summary
Accomplished at Citibank, NA, I leveraged analytical thinking and team collaboration to enhance customer satisfaction and streamline processes. Expert in data research and validation, I led cross-functional teams to identify improvement opportunities, significantly reducing project completion times and adhering to regulatory standards. Skilled in MS Excel and effective communication, I consistently met strict deadlines and quality standards, advocating for client needs.
Overview
13
13
years of professional experience
Work History
INTMD Assoc Exec Response Analyst
Citibank, NA
San Antonio, TX
02.2022 - Current
- Enhanced customer satisfaction rates through in-depth investigations of their positive and negative feedback addressed to the office of the chairman, pertaining to their baking relationship with Citibank.
- Investigations consist of collaborating with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by participating in team meetings/huddles, and vocalizing various case scenarios, investigation techniques, and subsequent resolutions.
- Cultivated positive relationships with various units/departments to deliver timely resolutions to our valued clients as we advocate on their behalf.
- Managed multiple projects simultaneously while adhering to strict deadlines, SLAs and quality standards.
- Efficient in creating personalized client resolution letters that meet Legal and Regulatory requirements. Comfortable with providing verbal resolutions to all clientele.
Commercial Ops Support 1
Citibank, NA
San Antonio, TX
11.2016 - 02.2022
- Established positive and effective communication among various lines of business, reducing miscommunications, and missed deadlines.
- Successfully managed completing queue work by order of priority. Using and toggling multiple internal systems for research and account maintenance.
- Strong attention to detail skills, using Federal Regulation guidelines, when reviewing new or existing Small Business documents.
- Ensured regulatory compliance by maintaining up-to-date knowledge of industry standards and implementing appropriate policies and procedures.
BCQC Specialist/SBAO Specialist
Citibank, NA
San Antonio, TX
11.2014 - 11.2016
- Participated in facilitating workshops for the implementation of a new unit under Citi's Small Business Unit.
- Assisted in developing strategic plan that aligned with long-term company goals Of merging small business and KYC processes.
- Enhanced customer satisfaction with timely and accurate reviews and acceptance of legal documents pertaining to the clients business.
- Streamlined project delivery processes, reducing completion times significantly.
Fraud Investigator
Citibank, NA
San Antonio, TX
09.2011 - 11.2014
- Performed detailed reviews on new-to-bank clients suspected of fraudulent activity, using Citi's Early Warning System and/or Chexsystems.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Maintained a high level of confidentiality when handling sensitive information, protecting both company reputation and client privacy.
- Conducted prompt and thorough investigations on referred files.
Education
High School Diploma -
Robert E. Lee
San Antonio, TXSkills
- Team Collaboration and Leadership
- Documentation And Reporting
- Account Reconciliation
- Decision-Making
- Written Communication
- MS Excel
- Analytical Thinking
- Information Gathering
- Data Research and Validation
- Process Improvements
Languages
Spanish
Professional Working
Timeline
INTMD Assoc Exec Response Analyst
Citibank, NA
02.2022 - Current
Commercial Ops Support 1
Citibank, NA
11.2016 - 02.2022
BCQC Specialist/SBAO Specialist
Citibank, NA
11.2014 - 11.2016
Fraud Investigator
Citibank, NA
09.2011 - 11.2014
High School Diploma -
Robert E. Lee