Summary
Overview
Work History
Skills
Websites
Generaltools
Timeline
Generic

Carlos Cummings

Melissa,TX

Summary

To obtain a leadership position where my initiative, commitment to challenging work, and experience can be an asset. I am a resolute and meticulous professional, possessing valuable verbal and written bilingual communication skills. I have a strong ability to deliver outstanding results within demanding time constraints. I am a result driven collaborator, with a record consistently exceeding expectations. I take pride in being able to motivate and mentor a high sense of proficiency, quality, and urgency. Top-performing professional with substantial experience in banking and finance. Dedicated to establishing long-term relations with customers to demonstrate trust and decrease account closure rates. Adept at understanding customer needs to recommend appropriate banking products. Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

23
23
years of professional experience

Work History

Personal Banker II

Woodforest Bank
09.2023 - 09.2024
  • Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
  • Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
  • Improved customer satisfaction by providing personalized banking solutions and exceptional service.
  • Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
  • Promoted financial products by maintaining excellent service offering knowledge.
  • Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
  • Exceeded individual performance metrics consistently while maintaining exceptional levels of client satisfaction ratings throughout tenure as Personal Banker.
  • Boosted sales of bank products through effective cross-selling and up-selling techniques.
  • Cross-sold bank products and services to meet customer needs and provide options.
  • Enhanced client retention with proactive follow-ups and timely resolution of account issues.
  • Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
  • Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.

QA/QC Quality Control and Quality Analysis

Witt O'Brien's
09.2021 - 09.2023
  • ERAP (Emergency Rental Assistance) and HAF (Housing Assistance Funding) Programs
  • Enhanced product quality by conducting thorough inspections and implementing corrective actions.
  • Maintained detailed records of inspection results, allowing for easy retrieval during audits or when addressing client inquiries.
  • Improved communication between departments by establishing clear lines of communication and regular progress updates, enhancing overall project efficiency.
  • Collaborated with project teams to ensure timely completion of site engineering tasks, resulting in successful project delivery.
  • Performed root cause analyses on non-conformities to identify areas for improvement within the quality control process.

Manager Facility Collections

TridentCare
09.2019 - 11.2020
  • First Party Medical Billing, Commercial Collection, and General Collection Management
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.

Quality Control Manager

Exeter Financial LLC
04.2018 - 04.2019
  • Quality Assurance / Call Monitoring oversight, and management
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Collaborated with cross-functional teams to identify potential areas of improvement in production processes, leading to enhanced product quality.
  • Spearheaded root cause analysis investigations when needed, determining underlying issues and recommending appropriate fixes.
  • Participated in regular management review meetings, providing updates on quality control performance and suggesting areas for improvement.
  • Improved customer satisfaction with thorough final product inspections and adherence to strict quality control guidelines.
  • Updated quality control standards, methods, and procedures to meet compliance requirements.
  • Enhanced product quality by implementing rigorous inspection procedures and standardized testing protocols.
  • Coordinated with other departments to establish preventive maintenance schedules for equipment, reducing downtime due to unexpected failures or malfunctions.
  • Implemented data-driven decision-making strategies, enabling more accurate identification of trends and areas for improvement.

Senior Manager Collections, Staff Administration

Hyundai Capital America
11.2011 - 03.2018
  • Reported to Director providing Operational Support as overall manager of the Call Center
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Mentored junior staff members for skill development and career progression within the organization.
  • Implemented and developed operational standards, policies and procedures.
  • Achieved operational excellence by streamlining processes and implementing best practices.
  • Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Increased customer satisfaction with timely project deliveries and seamless communication.
  • Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
  • Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.

Bilingual Manager Front End Collections / Servicing

Santander Consumer USA
09.2010 - 11.2011
  • Educated former CitiFinancial Auto staff to SCUSA systems and culture of business
  • Cross-trained existing employees to maximize team agility and performance.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.

AVP Back End In-Bound Collections / AVP Front End Collections

CitiFinancial
01.2002 - 09.2010
  • Managed the day-to-day operation of the call centers ensuring smooth workflow and achieved goals
  • Streamlined communication channels between departments, facilitating better collaboration on projects across the organization.
  • Managed projects efficiently, ensuring timely delivery and high-quality results.
  • Developed and maintained strong relationships with clients, resulting in increased business opportunities.
  • Successfully managed change within the organization, ensuring smooth transitions during periods of restructuring or process improvements.
  • Promoted and led performance enhancement culture by actively coaching and mentoring direct reports.
  • Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency.
  • Improved customer satisfaction by streamlining processes and implementing new strategies.

Skills

Relationship Building

Branch operations

Customer Service

Customer Satisfaction

Client Relationship Management

Positive Attitude

Cash Handling

Fraud prevention

Attention to Detail

Relationship building and management

Regulatory Compliance

Account Management

Relationship Management

Generaltools

MOS: Excel, Word, Power Point, One Note, Teams. ACBS, Loan IQ (LIQ), Nice, Variant, Avaya, Visio, Concur, Siebel, Tableau, Workday, People Soft, WFM, CRM, Shaw, SAAS, CISCO, Yardi

Timeline

Personal Banker II

Woodforest Bank
09.2023 - 09.2024

QA/QC Quality Control and Quality Analysis

Witt O'Brien's
09.2021 - 09.2023

Manager Facility Collections

TridentCare
09.2019 - 11.2020

Quality Control Manager

Exeter Financial LLC
04.2018 - 04.2019

Senior Manager Collections, Staff Administration

Hyundai Capital America
11.2011 - 03.2018

Bilingual Manager Front End Collections / Servicing

Santander Consumer USA
09.2010 - 11.2011

AVP Back End In-Bound Collections / AVP Front End Collections

CitiFinancial
01.2002 - 09.2010

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Carlos Cummings