Daisy Delgado

• Monitoring and Ensuring Compliance:
Stay updated on legal and regulatory changes in the beverage alcohol industry and ensure Southern Glazer's operations adhere to these requirements.
• Investigating and Resolving Issues
Conduct internal investigations into potential compliance violations, assess the risks, and develop and implement solutions to address issues.
• Record Keeping
Maintain accurate records of compliance-related data, including audits, investigations, and resolutions.
• Interacting with Stakeholders
Communicate with employees, management, and external stakeholders regarding compliance matters.

• Consult with the legal department and advise leadership and management on compliance matters
• Develop and provide employee training on compliance policies, practices, and reporting systems
• Identify, investigate, and report compliance issues, irregularities, and violations
• Tracked and responded to complaints
• Maintained records of compliance activities
• Communicated with government agencies
• Prepared and filed compliance reports
• Analyzed fraud disputes to assess claim authenticity, utilizing advanced tools and methodologies to ensure accurate evaluations.
• Managed the filing process of chargeback, pre-arbitration, arbitration, and compliance cases, ensuring adherence to established protocols and regulations.
• Examined transaction history to identify common purchase points and patterns, leading to the timely detection of fraudulent activities.
• Created compelling supporting documents that effectively discredited non-legitimate fraud claims, resulting in successful resolution outcomes.
• Regularly updated and submitted detailed performance reports to management, providing valuable insights for informed decision-making.
• Played a key role in the enhancement of the dispute resolution process by identifying behavioral trends and proposing actionable process improvements.
• Acted as a liaison between alternative dispute resolution analysts, the claim review team, and case management, fostering collaboration and communication.
• Supervisor: Compliance Manager, Joseph Guarina (407)491-9868

• Maintains legal and regulatory compliance by researching and communicating requirements and obtaining approvals.
• Research regulations by reviewing regulatory bulletins and other sources of information.
• Compiles information by coordinating rate deviation filings, maintaining updated rate matrices, and providing overviews of product disclosures.
• Keeps other departments abreast of requirements by researching regulatory and filing information and by writing and communicating guidelines.
• Obtains approvals by revising forms and rates.
• Prepares reports by collecting, analyzing, and summarizing information.
• Maintains rapport with regulatory personnel by arranging continuing contacts and resolving concerns.
• Maintains quality service by establishing and enforcing organization standards.
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.
• Supervisor: Team Lead Manager, Erika Rose (559)259-5510

• Maintain a positive, empathetic and professional attitude for all customers
• Communicate with customers to ensure they are sent to the proper support areas
• Manage a diverse customer base utilizing multiple language capabilities (English, Spanish, Portuguese)
• Address and resolve customer conflicts
• Express product knowledge to further assist client concerns and direct them to proper representative
• Process orders, forms, applications, and requests
• Keep records of customer interactions, transactions, comments and complaints
• Communicate and coordinate with colleagues as necessary via Zoom, Email and Microsoft Teams
• Provide feedback on the efficiency of the customer service process
• Manage a team of junior customer service representatives
• Supervisor: Sales Call Center Manager, Douglas McClain (772)400-1820

• Conduct a broad variety of administrative tasks for the President & CEO including managing an extremely active calendar of appointments; completing expense reports
• Compose and prepare confidential correspondences
• Arrange complex and detailed travel plans, itineraries, and agendas, as well as compiling documents for travel-related meetings
• Communicates directly, and on behalf of the President and CEO, with Board members, donors, Foundation staff, and others, on matters related to CEO's programmatic initiatives
• Researches, prioritizes, and follows up on incoming issues and concerns addressed to the President, including those of a sensitive or confidential nature. action, referral, or response
• Works closely and effectively with the CEO to keep him/her well informed of upcoming commitments and responsibilities, following up appropriately
• Acts as a "barometer," having a sense for the issues taking place in the environment and keeping the President updated
• Provides leadership to build relationships crucial to the success of the organization, and manages a variety of special projects for the President, which may have organizational impacts
• Answer phones and greet clients warmly
• Assist in filing duties
• Perform basic bookkeeping duties and compile financial records
• Reroute calls to appropriate people, answer inquiries about company and help organize office activities
• Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems and personal computers.
• Supervisor: Human Resources, Jackie Rodriguez (786)621-4400