Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Hi, I’m

Hebe Guzman

San Jose,Heredia

Summary

Detail-oriented Compliance Manager offering 14+ years of expertise in risk management, policy development and strategic planning.

Advanced knowledge of regulatory compliance with proven track record of partnering with executives and business leaders to identify vulnerabilities and create corrective actions.

Collaborative and team-oriented with excellent communication and interpersonal skills to foster strategic partnerships and promote company reputation.

Hands-on experience in developing quality assurance programs. Offering exceptional risk assessment and management skills. Adept at analyzing processes for continuous improvement and developing corrective actions.

Overview

14
years of professional experience
1
Certification

Work History

Experian

MCE Customer Care Manager
02.2020 - Current

Job overview

  • Incharge of 5 Supervisors and a total of 80 agents
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Created customer support strategy to employee retention.
  • Developed new employees and on-going performance assessment of current employees.
  • Organized daily workflow and assessed appropriate staffing to provide optimal service.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Scheduled and attended meetings
  • Established performance and service goals and held associates accountable for individual performance.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Managed department call volume of 3500 aprox calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Managing cross-functional projects daily from definition to results

Guzman Briceño

MCE Compliance Supervisor
05.2015 - 02.2020

Job overview

  • Successfully managed Phone and Back Office teams of 12-20 individuals to reach program KPI goals
  • Supported onboarding of new supervisors with mail roles and responsibilities
  • Provided guidance, advice and training to improve business' understanding of related laws and regulatory requirements.
  • Prepared training programs to improve compliance at all levels.
  • Identified potential areas of compliance vulnerability and risk to develop and implement corrective action plans.
  • Gathered, organized and evaluated data to make accurate assessments of current operations.
  • Responsible of Surge team (mail pilot project) to boost file completions during compliance risk time
  • Worked with RPA department to create bot that identifies outliers to eliminate waste/extra time during coaching
  • Assisted as POC regarding daily strategy, OT, weekly game plan, etc during daily production call (with WFM, CR, Santiago and Allen Ops)
  • Local POC for Schedule Adherence project implementation
  • Monitored compliance with processes, policies, procedures and standards in regards to collection and management of annual contributions from shareholder companies.
  • Improved company policies and standards to outline ethical, safe and efficient procedures.
  • Enhanced regulatory, strategic and operational performance to keep in alignment with deadlines.

Bank of America

Operations Team Manager
05.2009 - 04.2015

Job overview

  • LOB’s: Electronic Claim Services/Collections Inventory Review/Home Retention Division
  • Managed teams up to 30 individuals across 2 different shift type (day and evening schedule)
  • Supervised 4 team leads (2 at a time)
  • Contributed to their career development and internal promotion
  • Provided weekly business reviews and updates, new processes, calibration with the Line of business, loan counseling, floor support, pre-screener and OJT (on the job training) processes tasks
  • Created department's reward and recognition performance program plan which motivated staff and resulted in great motivation
  • Complied with regulatory requirements, including the Bank Policies, Anti Money Laundering, Fair Lending, Privacy
  • Led research study to improve “3 way deflection” – which contributed to save cost avoiding unnecessary claims
  • Rolled out the new company’s OJT (nesting) program in different LOB's, giving positive results towards performance of the new hires
  • Recognized with the yearly Circle of Excellence award in 2010 and 2012
  • Supported human resources staff with new hire orientations and monthly departmental meetings
  • Coordinated employment offers with management and extended offers to selected candidates
  • Evaluated time cards for accuracy on the regular and overtime hours plus schedule creation
  • Created and presented WBR,MBR and QBRs to upper management.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Devised processes to boost long-term business success and increase profit levels.
  • Reviewed shift reports to understand current numbers and trends.
  • Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
  • Advanced productivity KPIs by leading trainings on procedures and safety practices.

Education

Universidad Latina
San Pedro

Bachelors from English Teaching

University Overview

Universidad Latina
San Pedro

Diplomacy from Accounting And Finance

University Overview

Skills

  • Word, Excel, Power Point
  • Técnico en Administración de Proyectos
  • Courses on how to handle personnel
  • Info graphics Fundamentals
  • Pay for Performance - Establishing a performance and development plan (Taleocom)
  • ITIL
  • Six Sigma
  • Project Management
  • Risk Management Strategies
  • Controls Tests
  • Compliance Monitoring
  • Document Review
  • Policy Design
  • Business Requirements
  • Shareholder Relations
  • Compliance Reporting
  • Regulatory Processes
  • Trend Monitoring
  • Policy Analysis
  • Fraud Investigations
  • Regulatory and Compliance Understanding
  • Duty Delegation
  • Risk Identification
  • Staff Education
  • Operational Efficiency
  • State and Federal Regulations
  • Business Operations
  • Corrective Action Planning
  • Internal Investigation Management
  • Complaint Management
  • PowerPoint Presentations

Accomplishments

Accomplishments
  • Universidad LatinaTime line 4 years of Gestión Administrativa/ Banca y Finanzas (missing 2 subjects for bachelor)
  • Universidad Latina 2002-2006
  • English Teaching/Translation bachelor

Certification

  • Technical English (TEC) ITIL/ Kaizen Certified Certified
  • Risk Professional Level - I Train the trainer
  • Six Sigma Fundamentals –YB/GB
  • Certified Operational Risk Fundamentals
  • Word, Excel, Power Point
  • Técnico en Administración de Proyectos
  • Courses on how to handle personnel
  • Info graphics Fundamentals
  • Pay for Performance - Establishing a performance and development plan (Taleo.com)
  • ACADEMIC QUALIFICATIONS
  • Universidad Latina Gestión Administrativa/ Banca y Finanzas
  • English Teaching/Translation
  • OTHER CERTIFICATIONS
  • Technical English (TEC) ITIL/ Kaizen Certified
  • Certified Risk Professional Level - I
  • Train the trainer
  • Operational Risk Fundamentals

Languages

English
Full Professional

Timeline

MCE Customer Care Manager
Experian
02.2020 - Current
MCE Compliance Supervisor
Guzman Briceño
05.2015 - 02.2020
Operations Team Manager
Bank of America
05.2009 - 04.2015
Universidad Latina
Bachelors from English Teaching
Universidad Latina
Diplomacy from Accounting And Finance
Hebe Guzman