Chanelle Menendez
Rancho Cucamonga,CA
Overview
22
22
years of professional experience
Work History
Office Manager / Advisor Assistant
ZAPATA PRIVATE WEALTH GROUP
Upland, CA
02.2021 - 12.2024
- Assist President/ CEO with day-to-day activities for two independent businesses
- Client relations and servicing of client investment accounts
- Scheduling of client review appointment, prospect introductions, wholesaler meetings
- Assist marketing assistant with setting up monthly webinars, newsletter creation, special events, and website maintenance
- Maintain all financial activities from bookkeeping, payroll, retirement plans, and paying invoices
- Maintain current licensing and appointment records
- Create and analyze business reports
Medical Office Manager
INLAND UROLOGY MEDICAL GROUP
Pomona, CA
05.2017 - 02.2021
- Manage a staff of 6 Front Office Receptionist and Appointment Schedulers, 4 Administrative Coordinators, 5 Medical Assistants, 2 Externs, and 4 Physicians/ Surgeons
- Human resource management for all staff members including on-boarding, performance reviews, and training/ development
- Control inventory of all supplies while maintaining cost and budget limits
- Maintain all financial activities from paying vendors, payroll, and bookkeeping activities
- Main point of contact for scheduling meetings with various hospital committees and executives, independent practice associations, and pharmaceutical representatives
- Physician credentialing and re-credentialing with insurance groups and the 5 main hospitals services are provided from
- Handle all patient complaints and find possible solutions to ensure a pleasant patient experience
- Analyze possible improvements for the office and opportunities for growth the practice
Team Lead / Administrative Support
CREDCO Corelogic / Bank of America
Pasadena, CA
11.2014 - 11.2015
- Tasked with overseeing legacy associate's daily activities ensuring production goals are meet and maintained, customer service expectations are upheld, and service level agreements are met
- Train associates on system integration and provide support as needed
- In-take and review of customer and borrower escalations
- Provided follow-up to customer, borrower, and management with execution of realistic solutions
- During staffing shortages, served as production backup in multiple products with same goal expectations
- Main point of contact and vendor liaison during transition of tax verifications
- Served as Administrative Assistant to Senior Vice President and office administrator
- Schedule conference call and video conference meetings including creating agenda and taking meeting minutes
- Handle internal and external vendor order and deliveries
- Track daily equipment pickups and returns from telecommute employees
- Maintain daily reports for production associates, customer escalations, vendor SLA and performance, multi-product inventory, associate attendance, and associate profiles
- Created spreadsheets and workbooks with sharing and refreshing capabilities with imbedded graphs
- Arrange, prepare, and document customer communications, follow-up required notices, and any file ordering and cancelations
- Maintained vendor shared spreadsheet with daily processing and completed inventory
- Update daily inventory based on product including new, processing, completed, and pending files
- Required to provide pending file justification to management
- Track associate attendance, production numbers, quality review audits, awards, and counseling
Officer, Team Lead, Administrative Support
BANK OF AMERICA (previously Countrywide Home Loans)
Pasadena, CA
11.2002 - 12.2014
- Repeatedly assumed expanded duties
- Managed multiple departments within credit operations
- Served in HR role (hires, fires, layoffs, end of assignments, disciplinary action, and attendance)
- Organized and led daily weekly team and vendor meetings
- Managed 25 full-time domestic and offshore employees and 10 temporary hires, with oversight in credit verifications (including telecommuters), credit bureau updates, income tax verification, business credit reports, and international credit verifications
- Maintain daily and weekly contact with external vendors to ensure service level agreements are met, quality standards are upheld, and communicate any issues that need to be addressed
- Created reports for Operations Managers and senior management to evaluate and analysis trends relating to specific product processing, associate performance, and vendor operations
- Continually conducted new hire associate training, including teleconference training for offshore team in Costa Rica and India
- Held refresher training courses as needed for associates requiring additional guidance based on quality audits
- Served as product expert for new internet-based production site, A.C.C.E.S.S
- Participated in production processing time trials, enhancement and improvement meetings, and trained associates on usage of the new system
- Entrusted with maintaining high quality service for high priority clients with all processing needs from beginning to end
- Participated in company innovation project, FASTER
- Created and implement processes improvement for Income Tax Verification product to enhance processing and completion timelines
- Planned and executed department outdoor activities to encourage communication, motivation, and accountability amongst peers
Account Manager III, CBU (Credit Bureau Update) Department, SR (Supplemental Request) Department
BANK OF AMERICA (previously Countrywide Home Loans)
Pasadena, CA
11.2002 - 12.2014
- Recruited by former Operations Manager to help boost production, quality, and customer experience goals
- One of many hand selected by management for multiple department training and production
- Maintain daily production queue of 40+ files consisting of customer/client follow-up, processing, and completion
- Assigned to specific customer/ client accounts for file processing and assistance with analyzing specific credit report
- Maintained top producer and top quality consistently for 8 quarters, received first Customer Experience nomination and award 2003
Timeline
Office Manager / Advisor Assistant
ZAPATA PRIVATE WEALTH GROUP
02.2021 - 12.2024
Medical Office Manager
INLAND UROLOGY MEDICAL GROUP
05.2017 - 02.2021
Team Lead / Administrative Support
CREDCO Corelogic / Bank of America
11.2014 - 11.2015
Officer, Team Lead, Administrative Support
BANK OF AMERICA (previously Countrywide Home Loans)
11.2002 - 12.2014
Account Manager III, CBU (Credit Bureau Update) Department, SR (Supplemental Request) Department
BANK OF AMERICA (previously Countrywide Home Loans)
11.2002 - 12.2014
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