DUVIANA SANTAMARIA

• Responsible to execute approved management plan with responsibilities in management, leasing, marketing, resident relations, maintenance, and overall operation of property.
• Maintain lasting customer service relationships with current and potential residents
• Conduct daily inspections of property and take corrective action as needed
• Promoted positive relations between residents and staff.
• Assisted residents with transitioning into new living environment and maintained strong relationships with residents.
• Supported personal needs of residents dealing with diverse conditions.
• Solved grievances and complaints by collaborating with residents.
• Conducted tours, orientation, and educational sessions for residents and families.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Offered friendly and efficient service to customers, handled challenging situations with ease.
• Performed background, reference and credit checks as part of screening process of prospective tenants.
• Toured property with prospective tenants and provided wealth of information in regards to its key features.
• Participated in property inspections to prepare for move-ins and move-outs.
• Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and federal housing requirements.

• Responsible for planning and overseeing projects to ensure were completed in timely fashion, within budget and within scope
• Re-engineered organizational policies, procedures, and processes with objective to increase operational effectiveness
• Implemented systems and processes to improve efficiency and reduce project costs and durations
• Rebuilt dysfunctional Customer Service Center in high-quality remote Call Center Support Team
• Developed working prototypes from UI designs, system and procedures implementations, responsible for developing documentation and conducting system testing and training programs based on user requirements needs
• Acted as liaison lead between Sales, Marketing, and IT to identify support issues and develop and deploy solutions.
• Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
• Developed new employees and on-going performance assessment of current employees.
• Organized daily workflow and assessed appropriate staffing to provide optimal service.
• Mentored departmental team, boosting efficiency, success and morale among employees.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.

Financial Advisor

• Re-structured operations department, ending with 95% efficiency
• Reduced cost by 35% in customer service department outsourcing call center in Panama and Mexico
• Also, acted as liaison between business development, Credit departments, and IT identifying integrity issues and process improvements with user interface.
• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Kept stakeholders up-to-date on details pertaining to client projects.
• Achieved strategic and project-based goals to facilitate sales, marketing and product improvements.

• Reported directly to CCO and supported compliance department with state license renewals, annual and quarterly reports
• Accomplished project as internal auditor for compliance department; auditing Currency Transaction Reports (CTR’s), Suspicious Activity Reports (SAR’s) to ensure quality work sent to FINCEN to avoid any penalties
• Managed all Subpoenas request
• Trained over 100 new and existing agents in all compliance BSA/AML guidelines
• Provided support to existing agents with Title 31 examinations.
• Collaborated with team members to achieve target results
• Resolved problems, improved operations and provided exceptional service

• Trained 100’s agents in Compliance BSA/AML program and user interface, provided technical support to these agents anywhere in NJ, NY, PA, and CT area
• Collaborated with collection department collecting daily agent’s cash deposits.
• Delivered services to customer locations within specific timeframes
• Prepared variety of different written communications, reports and documents
• Worked with customers to understand needs and provide excellent service
• Used coordination and planning skills to achieve results according to schedule
• Used Microsoft Word and other software tools to create documents and other communications

• Managed and maintained portfolio over 100 accounts in United States
• Re-structured Business Development Department ending with 80% increased efficiency
• Interfaced directly with end-users providing training and resolution to all hardware related technical issues and improved customer experience, also provided training to new agents in Operational and Compliance BSA/AML issues
• Supported and serviced Client Onboarding department
• Planned marketing initiatives and leveraged referral networks to promote business development.
• Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
• Negotiated, prepared and signed contracts with clients.

• Responsible for selling merchant POS equipment
• Responsible for installation and training
• Retained excellent client satisfaction ratings through outstanding service delivery.
• Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
• Developed and delivered engaging sales presentations to convey product benefits.
• Organized sales paperwork, presented proposals and finalized contracts.
• Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.