Summary
Overview
Work History
Education
Skills
COURSES AND WORKSHOPS
Timeline
Generic
ELIOT HERRERA

ELIOT HERRERA

Lending Services Manager
Santo Domingo

Summary

Extensive operations management experience with a proven record of success in executive strategic plans to meet company’s objectives. Numerous achievements in developing high-performing teams and collaborating cross-functionality to implement business initiatives, improve workflow efficiency and decrease operations cost.

Overview

19
19
years of professional experience
2006
2006
years of post-secondary education
3
3
Languages

Work History

Lending Services Manager

Scotia GBS
11.2023 - Current
  • I lead a team within the Lending Services business unit, ensuring that our strategies and initiatives are executed in full compliance with regulatory requirements and internal policies. I foster a client-first culture by resolving escalated inquiries and ensuring the delivery of accurate, high-quality client data and documentation.
  • I oversee complex processes related to Business Banking, including the preparation of legal and financial documents, account maintenance, and service fulfillment.
  • Actively coach and develop my team, manage performance, and support talent growth while promoting an inclusive, high-performance environment. I also ensure that risk management practices are embedded in our daily operations and contribute to enhancing the customer experience through continuous improvement and project support.

Credit Solutions Manager

Scotia GBS
08.2023 - Current
  • Manage the Branch Pended Applications team within the RBBO division. Contributing to the success of the Credit Solutions department by underwriting Credit Applications, ensuring that the overall individual goals are met and maintaining a high performing team with a customer focused culture.

Operations Manager

Data Vimenca
10.2019 - 05.2021
  • Manage day to day operations of 4 line of business (Merchant services and technical support in US and Canada under the umbrella of a credit card processing leader) by overseeing 100+ customer service and technical support agents and 8 Operations Supervisors.
  • Participated in the planning and execution of the migration of 2 lines of business of merchants and customer services from abroad to our center.

Operations Supervisor

Data Vimenca
01.2012 - 09.2019
  • Manage daily operations of five technical support line of business from merchants located in US and Canada. Responsible of maintaining a highly motivated group of English and French speaking agents with a goal to consistently exceed key performance indicators while providing a close daily, weekly and monthly follow up.

Senior Customer Service Representative

Data Vimenca
04.2009 - 12.2011
  • Responsible of addressing all inquiries that the CSRs of 4 LOB's may have during the production hours. Handling all supervisor requests and making sure that all of our client's demands were done in a timely manner.

Architectural Firm Project Manager

Espacio Habitable
01.2007 - 01.2008
  • Project management responsibility for different projects and teams.
  • Responsible for significant aspects of projects such as client contact, scheduling, daily design or technical development of residential buildings, restaurants and offices. Work with outsource Civil Engineers and Electrical Engineers making sure deadlines and design requirements were met during the design and construction process.

Education

Architecture -

Universidad Autónoma de Santo Domingo

Skills

    Team Management

    Emotional Intelligence

    Effective Communication

    Staffing, training and coaching

    Metric & performance improvement

    Problem solving ability

    Empathy & People-Centric Leadership

    Self Awareness & Strategic Thinking

    Quality Control

    Workflow process analysis

COURSES AND WORKSHOPS

  • Manager Functions within the company workshop
  • Leadership School Workshop
  • Goals completions workshop
  • Intermediate Excel certification
  • Emotional Intelligence

Timeline

Lending Services Manager

Scotia GBS
11.2023 - Current

Credit Solutions Manager

Scotia GBS
08.2023 - Current

Operations Manager

Data Vimenca
10.2019 - 05.2021

Operations Supervisor

Data Vimenca
01.2012 - 09.2019

Senior Customer Service Representative

Data Vimenca
04.2009 - 12.2011

Architectural Firm Project Manager

Espacio Habitable
01.2007 - 01.2008

Architecture -

Universidad Autónoma de Santo Domingo

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ELIOT HERRERALending Services Manager