Luis Yanez

• Streamlined workflow processes by maintaining up-to-date documentation of IT procedures, solutions, and inventory.
• Improved system stability with the implementation of proactive maintenance measures for hardware and software components.
• Increased productivity through the installation, configuration, and maintenance of desktop hardware, software, peripherals, and networking equipment.
• Managed multiple projects simultaneously, prioritizing tasks to meet deadlines while ensuring quality outcomes.
• Assisted in the development of IT policies and procedures that improved overall operational efficiency within the organization.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
• Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.

• Analyze and interpret billing data, processes, procedures, and polices to frame identified issues, inclusive of capturing a problem statement, details of the current process and root cause of the issue, recommend and find alternative solutions, and the impact to operations based on identified solutions.
• Collaborate with project and program managers to conceptualize, develop, and communicate strategic innovative solutions to address complex billing issues.
• Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
• Point of contact within my peers and multiple departments during collaborations with SAP efficiency, complex usage, and billing related issues that have a direct impact on accuracy and timeliness of customer billing.
• Provide operational and technical support to ensure my peers are successful in their roles.
• Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
• Create innovative solutions and operational procedures within the Streetlight Billing Desk.
• Analyzed business problems, identifying root causes and developing robust solutions.
• Provide exceptional support in CBO's transition and stabilization of SAP.
• Create operational foundations for Streetlight Billing Desk and Routine Billing such as resolving complex, escalate issues that include customer complaints, department backlog, training gaps, create job aids, develop process for complex billing scenarios, technical issues and or limitations.
• Complete BPEM cases efficiently, timely, and accurately matter.
• Coordinated statistical data analysis, design and information flow.
• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Produced monthly reports using advanced Excel spreadsheet functions.
• Participated in requirements meetings and data mapping sessions to understand business needs.
• Researched and resolved issues regarding integrity of data flow into databases.
• Identified and documented detailed business rules and use cases based on requirements analysis.
• Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.

• Delivered World Class face-to-face service to Members requesting account assistance
• Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
• Suggested solutions to developing problems during project so that correct modifications could be made.
• Monitored project performance to identify areas of improvement and make adjustments.
• Provide consultative services to Members regarding credit union products and services by assessing Member's needs, addressing their concerns and gaining agreement
• Provided detailed project status updates to stakeholders and executive management.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Complete documentation for accounts and loans according to credit union procedures
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Tech Ambassador
• Pilot Branch Coordinator
• Find solutions, create efficiency, and work with help desk to find solutions as one Team
• Created job aids for fellow pilot branches

• Supported management through risk identification, control testing and process improvement procedures
• Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
• Established operational objectives and work plans and delegated assignments to subordinate managers
• Tracked project and team member performance closely to quickly intervene in mistakes or delays.
• Planned, monitored and analyzed project costs to meet financial goals.
• Developed and maintained project documentation for reliable records.
• Provided direction and leadership to all employees to maximize productivity and bottom-line
  customer relations
• Oversaw two team consisting of 7 customer service representatives and 10 personal bankers
• Managed branch operations and made continuous improvements in each area
• Assessed clients’ financial situations to develop strategic financial planning solutions
• Originated, reviewed, processed, closed and administered customer loan proposals
• Interim Branch Manager

• Developed and implemented project plans and budgets to ensure successful execution.
• Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
• Identified, targeted and delivered opportunities to make valuable contributions to strategic business objectives.
• Tracked project progress and updates and monitored deliverables, milestones and issues for accurate reporting.
• Maintained systems for documenting help desk and repair request calls. Made compile lists of questions and solutions to computer and software related problems.
  that it facilitates consistent response by other Technicians and users
• Instructed users in one-on-one situations, either in person or by telephone or other media, on the use of common business and educational software such as learning tools, word processing, spreadsheet, databases, and graphics
• Developed and maintained up-to-date documentation supporting assigned and related areas of responsibility
• Maintained activity records for production, troubleshooting, and changes.
• Operated peripheral data processing and other related equipment such as printers, terminals, and sorting equipment according to established procedures or instructions
• Provided basic troubleshooting of user problems accessing databases, network, and email
• Respond to requests and inquiries from system users. Provides training in data processing systems and report/data generation procedures and steps
• Demonstrate consultative behaviors to ensure friendly, polite, and expert service is delivered to all customers
• Grew revenue through customer education of business solutions and product offerings
• Implement onsite marketing programs
• Maintain and regularly update customer data base and other systems and reports
• Created and review financial reports including daily sales, close-outs, and bank deposits
• Planned, executed and promoted total of 4 projects within company

Business Analyst Specialist

• Analyzed business developments and monitored market trends.
• Researched clients' business issues and goals to offer appropriate solutions
• Collaborated with teams in product line transition to streamline manufacturing footprint.
• Created alternative business plans to improve customer relationships
• Executed analysis of risks and identified risk mitigation strategies.
• Uncovered and qualified prospects and sales opportunities in targeted markets using external resources
• Collaborated with account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations
• Networked and interacted with local, national associations to optimize industry connections
• Evaluated current service needs and product satisfaction levels with established customers

Personal Banker

• Troubleshooted any technical issues with computers, printers, network, and software
• Provided frontline branch level IT support before it was escalated
• Assisted Technical Support with Epson RFB scanners and windows software
• Received superior customer service satisfaction scores for numerous consecutive quarters
• Submitted loan applications directly to underwriter for verification and recommendations
• Assessed clients' financial situations to develop strategic financial planning solutions
• Processed monthly vault and ATM audits with zero error rate
• Answered phone inquiries on banking products and services
• Created innovative financial solutions to meet customer needs and provide competitive edge
• Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue

Customer Service and Sales Representative

• Executed customer transactions, deposits, withdrawals, money orders and checks
• Rapidly and efficiently prepared customer and ATM cash and change orders
• Coordinated daily cash reconciliation at high-volume location
• Executed wire transfers, stop payments and account transfers
• Maintained friendly and professional customer interactions
• Opened new accounts including checking, savings, credit cards, and line of credit
• Resolved customer relations issues effectively
• Analyzed business developments and monitored market trends.