LINA MANCERA
Charlotte,NC
Summary
Dedicated customer service representative, motivated to maintain customer satisfaction and contribute to company success by using strong organizational skills, a great energetic work attitude and being an adaptive team player.
Overview
9
9
years of professional experience
Work History
Wire Escalations Representative
Wells Fargo
Charlotte, NC
06.2023 - 10.2023
- Worked with a variety of wire types.
- Navigated multiple computer systems, applications, and utilize search tools to find information.
- Knowledge and understanding of the Office of Foreign Assets Control (OFAC) sanctions and maintaining compliance.
- Experience with Society for Worldwide Financial Telecommunications (SWIFT), the Federal Reserve System's network (FED), and Clearing House Interbank payment System (CHIPS) payments.
- Strong attention to detail and accuracy skills.
- Knowledge of navigating Intellitracs, OPS and GSMOS.
- Processed external compliance inquiries coming from downstream banks .
- Processed Cover payments, 202 COV payments, FBD, DoddFrank, rejects, blocks, and Aggregated payments.
- Partnership with international rep. officers to gather pending compliance request.
- Interacted with internal customers to respond to any raised concerns, as well as determine appropriate course of action.
- Performed moderately complex initiatives to identify potential risks and maintain compliance with government and internal company requirements and standards.
Wire Transfer Specialist
Randstad/ Wells Fargo
Charlotte, NC
07.2019 - 06.2023
- Responsible for initiating high risk, high volume, and large dollar ( US and foreign currency) international and domestic wires for both English and Spanish clients.
- Processed wire transfers via phone for consumer, business, wholesale, and wealth clients, including regulatory Dodd Frank eligible payments.
- Worked closely with The Foreign Exchange Dept. to assist clients in booking rates/contracts for all private bank clients and wires exceeding $100K USD.
- Responded to complex wire inquiries from internal and external clients regarding wire transfers, customer agreements, wire investigation cases, incoming wires, wires pending risk and Compliance/ OFAC review as well as wire cancellations.
- Resolved complex customer service inquiries in a timely manner, placed outbound calls to update clients on existing wire cases until resolution.
- Prioritized work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.
- Knowledge and understanding of the Office of Foreign Assets Control (OFAC) sanctions and maintaining compliance.
- Knowledge of navigating MTS, PEGA, Hogan, and payment tracker.
- Handled customer complaints quickly and professionally.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Trained new employees.
Bilingual Customer Service Representative
Allstate
Charlotte, NC
02.2018 - 06.2019
- Managed over 40 customer calls per day in both English and Spanish.
- Analyzed policy information to determine proper coverage that met customer needs.
- Knowledge and applications of principles of insurance, state rules and regulations and underwriting guidelines.
- Answered complex billing questions that require advanced analytical abilities.
- Resolved questions/issues and referred other inquiries to appropriate department.
- Assisted in identifying process and improvement opportunity.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met all call quality standards and daily quotas for first-call resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
Shift Leader
Nothing Bundt Cakes
Huntersville, NC
09.2016 - 02.2018
- Handled general cashier duties and money handling.
- Inventory control, purchasing and receiving.
- In charge of general management during shift.
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Completed cash and credit card transactions accurately using POS software.
- Outside sales and handling of accounts.
Phlebotomist
American Red Cross
Charlotte, NC
01.2015 - 07.2016
- Conducted health history interviews and determined donor eligibility according to operating procedures.
- Performed phlebotomy duties by company procedure.
- Provided donor care during collection of blood units.
- Recruited donors for future donations.
- Used personal protective equipment correctly to protect coworkers and patients.
- Packaged and shipped specimens to central lab daily.
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Assembled tourniquets, needles, and blood collection devices to prepare work trays.
- Reviewed patient records for accuracy and completeness.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Conducted venipunctures.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie.
- Addressed questions and concerns to educate patients on collection process and procedures.
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
- Verified patients' identification for proper sample collection.
- Oversaw and performed quality control on all equipment.
Education
Certified Phlebotomist -
Stanly Community College
Albemarle, NC09.2014
Associate of Science -
Central Piedmont Community College
Charlotte, NC06.2012
Skills
- Customer Service
- Problem-Solving
- Attention to Detail
- Adaptability
- Multitasking and Organization
- Bilingual
- Communication
- Time management
- Active listener
- Flexibility
- Willingness to learn
References
References, both personal and professional, available upon request.
Languages
Spanish
Native or Bilingual
Timeline
Wire Escalations Representative
Wells Fargo
06.2023 - 10.2023
Wire Transfer Specialist
Randstad/ Wells Fargo
07.2019 - 06.2023
Bilingual Customer Service Representative
Allstate
02.2018 - 06.2019
Shift Leader
Nothing Bundt Cakes
09.2016 - 02.2018
Phlebotomist
American Red Cross
01.2015 - 07.2016
Certified Phlebotomist -
Stanly Community College
Associate of Science -
Central Piedmont Community College
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