Arlene Rodriguez
Johnston
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Management position. Ready to help team achieve company goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Universal Agent
Santander Bank Us
04.2023 - Current
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Investigated and resolved any customer questions and concerns.
- Sought ways to improve processes and Job Aids.
- Delivered prompt service to prioritize customer needs.
- Trained new staff on policies and procedures.
- Provided quick turnaround times to maintain fast-past schedule.
- Handled any conditions sent from underwriting departments.
- Processed loans within various departments to achieve timely, accurate, and fair proceedings.
- Facilitated communication with loan applicants, underwriters and loan officers to optimize process and maintain updated information.
- Monitored pipelines to track and log status of loans.
- Evaluated loan requests and documents to verify accuracy and completeness.
- Responded to customer inquiries and provided technical assistance over the phone.
Deposit Operations Specialist
Citizens Bank
07.2022 - 02.2023
- Maintained confidentiality of bank's customers and adhered to all regulatory requirements.
- Processed account maintenance requests and checked for alignment with bank policy.
- Processed foreign items and returned mail.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Wrote and distributed customer correspondence.
- Updated accounts, documents and reports with efficiency and accuracy.
- Preformed daily balancing of cash items in Excel to ensure accuracy of records.
- Utilizes methods, procedures and knowledge of Loan products such as Home Equity Lines of Credit, Auto Loans, Personal Loans and bank applications.
Home Equity Line of Credit Processor
Citizens Bank
09.2020 - 07.2022
- This was a contract position with SGS Consulting and the client was Citizens Bank.
- Revised or made changes to account information such as address, name and social security number.
- Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
- Reviewed titles were acceptable from title companies and forwarded this information to the Underwriter.
- Preforms quality control on files
- Reviewed loan applications to make sure they are acceptable for the underwriter
Sr Quality Assurance Analyst
Blue Cross Blue Shield of Rhode Island
09.2019 - 09.2020
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Utilized client satisfaction surveys to improve service quality
- Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling and adherence to policy.
- Implemented agent training and coaching initiatives
Personal Loan Processor
Santander Bank
05.2017 - 09.2019
- Handled any conditions sent from underwriting departments.
- Processed loans within various departments to achieve timely, accurate, and fair proceedings.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Monitored pipelines to track and log status of loans.
Tier 2 Support Specialist
Santander Bank
01.2017 - 05.2017
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues or escalations.
- Mentored less experienced team members to improve customer responses and work towards one resolution calls.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Trained new personnel regarding company operations, policies and services.
Customer Retention Specialist
Santander Bank US
01.2015 - 01.2017
- Adhered to appropriate legal scripting when required.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Responded proactively and positively to rapid change.
Bilingual Customer Service Representative
Santander Bank US
11.2013 - 01.2015
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish speaking customers.
- Met customer service objectives by providing superior customer service to Spanish speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Fast Food Crew Trainer
Taco Bell
03.2012 - 08.2015
- Part-time position
- Trained and mentored new personnel hired to fulfill various roles.
- Analyzed and evaluated training effectiveness and program outcomes.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Provided professional services and support in a dynamic work environment.
- Controlled cash and credit receipts by adhering to cash handling and reconciliation procedures to comply with company policies and procedures.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
Education
BBA - Business Administration And Management
Johnson & Wales University
Providence, RI05-2027
High School Diploma -
Juanita Sanchez Complex
Providence, RI05-2012
Skills
- Goal oriented
- Problem-solving skills
- Organizational skills
- Critical thinking
- Clear communication
- Internet savvy
- Positive attitude
- Staff training and development
- Verbal and written communication
- Time management
- Coaching and mentoring
- Regulatory compliance
Certification
- Six Sigma Training - 2019-2020
Languages
Spanish
Native or Bilingual
Timeline
Universal Agent
Santander Bank Us
04.2023 - Current
Deposit Operations Specialist
Citizens Bank
07.2022 - 02.2023
Home Equity Line of Credit Processor
Citizens Bank
09.2020 - 07.2022
Sr Quality Assurance Analyst
Blue Cross Blue Shield of Rhode Island
09.2019 - 09.2020
Personal Loan Processor
Santander Bank
05.2017 - 09.2019
Tier 2 Support Specialist
Santander Bank
01.2017 - 05.2017
Customer Retention Specialist
Santander Bank US
01.2015 - 01.2017
Bilingual Customer Service Representative
Santander Bank US
11.2013 - 01.2015
Fast Food Crew Trainer
Taco Bell
03.2012 - 08.2015
- Six Sigma Training - 2019-2020
BBA - Business Administration And Management
Johnson & Wales University
High School Diploma -
Juanita Sanchez Complex
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