Hector Diaz
Richmond,VA
Summary
Dynamic and results-oriented leader with over a decade of experience in regional operations, business development, and end-user support within the financial services and global transportation sectors. Proven track record of driving performance improvements, streamlining processes, and leading high-impact teams across diverse geographic markets. Expertise in licensee management, customer service strategy, and technology integration enhances operational efficiency and customer satisfaction. Recognized for strong business acumen, cross-functional collaboration, and an unwavering commitment to achieving operational excellence.
Overview
19
19
years of professional experience
Work History
Officer Support Analyst
Truist Bank
Richmond, VA
01.2020 - Current
- Provide technical and operational support for mortgage-related systems and applications, enhancing user experience and reducing repeat inquiries through issue resolution, education, and documentation.
- Deliver front-line support for Empower, Lending Portal, Lending Space, and Citrix applications used in mortgage loan origination and servicing.
- Troubleshoot, analyze, and resolve technical issues, escalating complex problems to management and Tier II support when needed.
- Serve as Empower SME, supporting loan origination through Fannie Mae and Freddie Mac automated systems.
- Document all support interactions in Salesforce to maintain comprehensive case records.
- Assist in application rollouts and process improvements to improve system functionality and adoption.
- Manage bulk service requests and monitor daily communications from Knowledge Services and Leadership.
- Ranked among top 25 Tele sales Mortgage Consultants by NAHREP in both 2020 (#24) and 2021 (#19).
Regional Licensee Director
Avis Budget Group Of The Americas & Europe
Dania, FL
10.2007 - 09.2018
- Oversaw multi-country licensee operations across Central and South America, Europe, and North America.
- Managed strategic partnerships, ensured brand compliance, and led business growth initiatives across a portfolio of Avis, Budget, Payless, and Zipcar licensees.
- Developed and executed royalty plans and forecasts to align with market goals and strategic partnerships.
- Negotiated franchise renewals, ensured contract compliance, and facilitated terminations when necessary.
- Led product innovation and customer service improvements across Latin America.
- Drove key account generation and regional sales forecasting to support revenue growth targets.
- Managed a team of 120+ employees and P&L for a fleet of 20,000+ vehicles across multiple regions and airports.
- Oversaw union contracts for airport operations in Baltimore, Syracuse, and the Mid-Atlantic Division.
Education
Online Campus
University of Maryland
Baltimore, MD06-2029
Finance
Pace University Lubin School of Business
New York, NYSkills
- Leadership
- Process Improvement
- Administration
- Business Analysis
- Business Relationship Management
- Sales Management
- Customer Service
- Cultural awareness
- Public speaking
Languages
Spanish
Native or Bilingual
Timeline
Officer Support Analyst
Truist Bank
01.2020 - Current
Regional Licensee Director
Avis Budget Group Of The Americas & Europe
10.2007 - 09.2018
Online Campus
University of Maryland
Finance
Pace University Lubin School of Business