Dolores Aynes
Rancho Cucamonga
Summary
Dedicated professional with extensive experience in customer service and quality assurance. Strong organizational and detail-oriented skills, coupled with effective communication and problem-solving abilities. Committed to enhancing operational efficiency and customer satisfaction through strategic analysis and actionable recommendations.
Overview
17
17
years of professional experience
Work History
Customer Support Specialist - Bilingual (Spanish)
Uline
03.2025 - Current
- Receives inbound calls and responds to customer requests, inquiries, complex billing/invoices, complaints and order placing
- Process customer orders, make product recommendations and handle account inquiries for top Fortune 500 companies
- Communicates on standard matters with other corporate personnel and/or external customers, responding to customer correspondence on various channels (chats, emails) including incoming phone calls
- Provides price & availability, formal quotations and other pre and post order support functions
- Performs backup coverage within specific team and across other teams of similar function
- Excellent problem-solving, listening and communication with customers
- Help customers navigate Uline's website and online ordering, including any IT issues or troubleshooting any website issues
Area Supervisor
All City Management Services
08.2022 - Current
- Supervise the day-to-day activities of 30 Adult School Crossing Guards for Alta Loma and Rancho Cucamonga school districts
- Process weekly payroll, including time entry, audits, and paycheck distribution
- Knowledge of payroll software Paycor and ADP
- Handle payroll inquiries and resolve discrepancies
- Reconcile payroll and support audits and corrections
- Worked closely with school districts and/or city officials for coordination of School Crossing Guard Program
- Conduct proper orientation, including new hire onboarding training, field instruction and ongoing safety review of employees
- Completed and submitted all required administrative paperwork (including payroll and onboarding documents) within the Company established time frame
- Recruit, hire, train and coordinate the assignment of personnel
Sr Lead Auditor
CyberGuard Compliance
09.2017 - 06.2024
- Conducts comprehensive audits, identifying critical control gaps and proposing targeted solutions to enhance logical and physical security posture for diverse clients
- Reconcile accounting reports, streamline audit processes, reducing project timelines while maintaining rigorous compliance standards and delivering actionable insights to stakeholders
- Meticulously analyzes audit findings, producing comprehensive reports that clearly articulate risks and provide strategic recommendations for remediation
- Resolves audit research requests, and fosters strong client relationships, facilitating open communication to address complex compliance issues and drive continuous improvement in security practices
Sr Underwriter/Quality Assurance Officer
Provident Bank Mortgage
01.2015 - 03.2017
- Streamlined loan processing by efficiently managing diverse documents, analyzing credit reports, appraisals, title and maintaining regulatory compliance
- Conducted comprehensive quality assurance reviews, ensuring strict adherence to company policies and federal banking regulations for enhanced compliance
- Implemented strategic approaches to expedite funding condition acquisition, contributing to accelerated loan processing timelines
- Updated database records, upkeep of compliance protocols, and maintained training assets
Underwriter for Office of the President/CEO
Bank of America
05.2009 - 01.2015
- Provided excellent customer service, handling and resolving customer complaints and inquiries that were escalated to the CEO/President of the company
- Conducted with homeowners, comprehensive loan underwriting for diverse portfolios, ensuring compliance with company standards and secondary market investor requirements
- Implementation of policies and procedures and led change management initiatives
- Represented organization with mediation case management and resolution
- Developed streamlined underwriting processes for various loan types, enhancing efficiency and reducing turnaround times for residential modifications
Education
B.A - Business Administration
Western Governors University
12-2026
P.O.S.T - Emergency Dispatch Certification -
Riverside Country Sheriff Department
01-2008
General Education -
Alta Loma High School
01-2000
Skills
- Customer Service
- Call center experience
- Issue troubleshooting
- CRM software
- Auditing
- Quality Assurance
- Accounting
- Research and Data Analysis
- Project Management
- Proficiency in Microsoft Office
- SLA compliance
- Cloud Reporting
- Smartsheet
- Salesforce
- Zoom
- Teams
- Slack
- Bilingual: Fluent English/Spanish
References
- Michelle Jackson, Manager - All City Management Services, 909-202-0829
- Rhiannon Galan, Manager - CyberGuard Compliance, 909-544-0457
- Christina Hosseini, Manager - Provident Bank Mortgage, 909-730-6947
Languages
Spanish
Professional
Timeline
Customer Support Specialist - Bilingual (Spanish)
Uline
03.2025 - Current
Area Supervisor
All City Management Services
08.2022 - Current
Sr Lead Auditor
CyberGuard Compliance
09.2017 - 06.2024
Sr Underwriter/Quality Assurance Officer
Provident Bank Mortgage
01.2015 - 03.2017
Underwriter for Office of the President/CEO
Bank of America
05.2009 - 01.2015
B.A - Business Administration
Western Governors University
P.O.S.T - Emergency Dispatch Certification -
Riverside Country Sheriff Department
General Education -
Alta Loma High School