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
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
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
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
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
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