Isis Cisneros
Mesa,AZ
Summary
A results driven leader with 18 years of experience in the Customer Service industry. A proven track record in enhancing compliance management through rigorous risk analysis and internal auditing. Spearheaded training development initiatives, achieving significant process improvements. Excels in document reviews and fostering team motivation, driving operational excellence and compliance adherence.
Overview
11
11
years of professional experience
Work History
Compliance Manager
Meritize
05.2022 - Current
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Formulated detailed recommendations based on audit findings to support annual planning and definition of goals.
- Liaised with clients to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies.
- Developed and delivered training programs to inform new and current employees about compliance issues.
- Evaluated customer complaints, processes, and all other aspects of operations to assess compliance.
- Managed compliance efforts, reporting and audits.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Prepared records and data for regular audits.
- Consulted with clients on best practices and served as project manager for all process improvements and regulatory initiatives.
Customer Experience Manager
Pentagon Federal Credit Union
02.2021 - 11.2022
- Managed, mentored and developed team in delivering best-in-class escalated complaint resolutions.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Managed regulatory complaints team in activities associated with resolution of customer complaints received by federal and state regulators.
- Oversaw communication and research to achieve full resolution of complaints inquiries.
- Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Assisted with complaint gap analyses and risk assessments.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Compliance Manager
Chase
12.2020 - 02.2022
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Consulted with clients on best practices and served as project manager for all process improvements and regulatory initiatives.
- Developed and delivered training programs to inform new and current employees about compliance issues.
- Managed compliance efforts, reporting and audits.
Compliance Manager
Wells Fargo
03.2017 - 12.2020
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
- Liaised with different departments to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies.
- Delivered and tracked program training for Team members to safeguard continuing business relationships.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Managed compliance efforts, reporting and audits.
Customer Experience Manager
Verizon Wireless
01.2014 - 03.2017
- Oversaw communication and research to achieve full resolution of complaints inquiries.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Business Administration
Arizona State University
Skills
- Risk Analysis
- Document reviews
- Internal Auditing
- SOP Writing
- Training development
- Risk Assessment
- Process Management
- Compliance documentation
Languages
Spanish
Timeline
Compliance Manager
Meritize
05.2022 - Current
Customer Experience Manager
Pentagon Federal Credit Union
02.2021 - 11.2022
Compliance Manager
Chase
12.2020 - 02.2022
Compliance Manager
Wells Fargo
03.2017 - 12.2020
Customer Experience Manager
Verizon Wireless
01.2014 - 03.2017
Business Administration
Arizona State University
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