LECEL MENDOZA
Windermere,FL
Summary
Experienced professional with a successful track record in customer service and operations management. Strong expertise in the fast-paced financial services industry, with 25 years of call center experience. Expertise in leading teams, achieving goals, and ensuring adherence to company policies. Skilled in problem-solving, writing procedures, and building relationships. Seeking new opportunities to further enhance customer care and contribute to corporate success.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Research Analyst
Charles Schwab & Co.
Orlando, FL
11.2019 - Current
- Analyzed and resolved discrepancies in client accounts
- Update internal teams and external stakeholders on various account-related matters
- Developed comprehensive procedure guides and job aids for employees
- Facilitated teamwork among coworkers, business partners, and management for streamlined efforts
- Handled time-sensitive tasks accurately, ensuring prompt resolution
- Maintained comprehensive documentation of resolutions
- Conducted thorough communication with business partners to reduce risks
- Streamlined updates for procedural documentation
- Create various documentation and data reports
- Mentor team members on best practices for reconciling data
- Adapted to various requests for administrative duties
Assistant Branch Manager
Metro Credit Union
Boston, MA
12.2016 - 06.2017
- Led teams of employees to meet corporate objectives in customer satisfaction
- Optimized operational proficiency
- Analyzed employee productivity to improve efficiency
- Oversaw adherence to organizational guidelines and evaluated staff efficiency
- Facilitate operational activities at the Branch
Assistance Manager
Salem Five Bank
Boston, MA
07.2015 - 12.2016
- Achieved set goals for assets, accounts, and revenue
- In-depth expertise in compliance procedures for HR audits and fraud prevention
- Provided mentorship to enhance employee skills
- Facilitated efficient assimilation of new hires
- Implemented strategies for achieving consistent audit compliance
- Handled client escalations efficiently
Branch Operations Manager
Santander Bank
03.2013 - 07.2015
- Directed activities related to opening new accounts, transferring existing accounts, and processing financial transactions
- Enhanced operational efficiency by coaching branch employees
- Developed daily procedures enhancing audit compliance
- Efficiently managed heightened customer concerns.
Billing and Collection Specialist
Yacht Club Subic Bay
, Philippines
01.1998 - 01.2004
- Client inquiries addressed with accurate company information
- Accurately kept and updated records of customer accounts
- Oversaw customer activities to ensure timely completion
- Resolved issues to maintain high customer satisfaction levels
- Managed extensive telephone communications with top-tier clients.
Education
Diploma - AI Analysts
Online Data Center Computer School
Skills
- Strong Technical Competence
- Attention to detail
- Accountability
- Strategic Time Management
- Critical Analysis
- Driven and Independent
Learner
- Input
- Individualization
- Results-Oriented Professional
- Data collection and analysis
- Analytical Research Skills
Topstrengths
- Restorative
- Learner
- Input
- Individualization
- Achiever
Certification
- Forensic accountingA specialized branch of accounting that uses accounting skills to analyze financial records and transactions to detect and prevent financial crimes. Forensic accountants may work for law enforcement, financial institutions, or lawyers, and are often called on as expert witnesses in legal cases.
- Fraud examinationA broader term that encompasses the various tools and methodologies used to detect, investigate, and prevent fraudulent activities. Fraud examinations can be conducted by accountants or non-accountants.
Forensic accounting is a type of litigation support that involves accounting, while fraud examinations only involve anti-fraud matters. However, many fraud examinations can be considered forensic accounting
Timeline
Research Analyst
Charles Schwab & Co.
11.2019 - Current
Assistant Branch Manager
Metro Credit Union
12.2016 - 06.2017
Assistance Manager
Salem Five Bank
07.2015 - 12.2016
Branch Operations Manager
Santander Bank
03.2013 - 07.2015
Billing and Collection Specialist
Yacht Club Subic Bay
01.1998 - 01.2004
- Forensic accountingA specialized branch of accounting that uses accounting skills to analyze financial records and transactions to detect and prevent financial crimes. Forensic accountants may work for law enforcement, financial institutions, or lawyers, and are often called on as expert witnesses in legal cases.
- Fraud examinationA broader term that encompasses the various tools and methodologies used to detect, investigate, and prevent fraudulent activities. Fraud examinations can be conducted by accountants or non-accountants.
Forensic accounting is a type of litigation support that involves accounting, while fraud examinations only involve anti-fraud matters. However, many fraud examinations can be considered forensic accounting
Diploma - AI Analysts
Online Data Center Computer School
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