ISANDER SANTIAGO
Bradenton,FL
Summary
Operational leader with proven success in driving results and building high-performing teams. Expertise in enhancing customer service across various sectors, including Fortune 500 companies and small businesses. Demonstrated ability to adapt strategies to diverse environments, ensuring operational excellence and client satisfaction. Professional proficiency in English and Spanish (written and spoken).
Overview
24
24
years of professional experience
Work History
Owner/Operator Manager
Bay2Bay Boat Tours LLC
Bradenton, FL
06.2021 - Current
- Manage daily operations of boat tours, enhancing customer service interactions.
- Coordinate scheduling and logistics for tour routes and crew assignments.
- Ensure compliance with safety regulations and environmental standards for excursions.
- Train staff on customer engagement techniques and operational procedures.
- Devise and implemented marketing strategies, increasing visibility of boat tours.
- Develop strategic partnerships with local businesses, expanding audience reach.
Operational Risk Manager
Wells Fargo Home Mortgage
Bradenton, Florida
05.2008 - 03.2021
- Managed a team of twelve (12) senior Operational Risk Consultants, remotely and on-site.
- Reviewed federal, state, and local laws and collaborated with stakeholders to develop risk management protocols focused on operational excellence and improved customer experience.
- Coordinated risk management activities across operational units and functional teams to enhance compliance and mitigate potential risks.
- Analyzed and documented risk management issues, delivering insights to support informed decision-making.
Collections Manager
Wells Fargo Financial
Des Moines, Iowa
09.2001 - 05.2008
- Assistant Vice President overseeing the daily operations of a collections division with over 1,200 employees located in six (6) different states.
- Created comprehensive reports to communicate operational insights and guided teams in executing key performance indicators (KPI) successfully.
- Collaborated with cross-functional teams to develop and implement strategies and logistics, enhancing operational effectiveness.
Education
Bachelor of Science - Biology
Iowa State University
Ames, IAGraduate Studies - Special Education
Iowa State University
Ames, IASkills
- Strong focus on operational excellence and results
- Track record building teams with high retention rates
- Able to manage multiple responsibilities effectively
- Highly focused on process quality and improvement
- Decisive problem solving in fast-paced environments
- Proactive approach to customer service excellence
Timeline
Owner/Operator Manager
Bay2Bay Boat Tours LLC
06.2021 - Current
Operational Risk Manager
Wells Fargo Home Mortgage
05.2008 - 03.2021
Collections Manager
Wells Fargo Financial
09.2001 - 05.2008
Bachelor of Science - Biology
Iowa State University
Graduate Studies - Special Education
Iowa State University