Lionel Beltran
Ontario,CA
Summary
Customer-focused operations and financial services professional with 10+ years of experience delivering timely, accurate information in high-volume environments. Proven ability to explain complex policies and procedures, resolve customer concerns with sound judgment, and build cooperative working relationships across all levels of an organization. Highly skilled in process improvement, reporting, and problem-solving in fast-paced, interruption-driven settings. Proficient in Microsoft Office and technical systems used for data analysis, reporting, and customer support.
Overview
13
13
years of professional experience
Work History
Senior Portfolio Manager
RAD Diversified REIT / RAD Capital / RADD Companies
06.2022 - Current
•Provide high-volume, timely, and accurate customer support to investors through phone, email, text, and virtual meetings.
• Explain complex financial rules, policies, procedures, and renewal timelines in a clear and customer-friendly manner.
• Exercise strong judgment in resolving customer complaints, special requests, and sensitive issues, ensuring compliance and customer satisfaction.
• Maintain and analyze financial data, records, spreadsheets, and reports to support leadership decision-making.
• Produce informational and statistical reports related to investor activity, account status, and operational tracking.
• Develop and implement streamlined processes for tracking customer information, reducing administrative time and improving efficiency.
• Build cooperative working relationships with internal teams, management, and external customers at all levels.
• Thrive in a fast-paced environment with frequent interruptions, prioritizing tasks while maintaining accuracy and professionalism.
• Utilize technical systems and CRM platforms (HubSpot, RingCentral, Zoom, Google Workspace) to analyze information and resolve issues effectively.
Relationship Specialist 3 – Treasury Management
Umpqua Bank
Ontario, California
01.2019 - 05.2022
Delivered consistent, high-quality customer service while responding to complex account inquiries and operational issues.
• Explained detailed banking products, procedures, and compliance requirements to commercial clients.
• Resolved customer concerns using sound judgment, analytical thinking, and strong problem-solving skills.
• Prepared and analyzed data-driven reports and proposals to support management and client needs.
• Established strong working relationships with customers, internal service teams, and leadership.
• Evaluated existing processes and recommended improvements to enhance efficiency and service delivery.
• Used Microsoft Word, Excel, Outlook, and internal systems daily for documentation, reporting, and communication.
Senior Personal Banker / Senior Business Banker
Wells Fargo Bank, N.A.
Ontario, California
10.2012 - 01.2019
Delivered front-line customer service in a high-volume environment, providing accurate information and guidance.
• Explained complex financial policies, lending requirements, and procedural guidelines to diverse customer groups.
• Demonstrated strong judgment in addressing customer complaints, escalations, and special circumstances.
• Maintained compliance with organizational policies, procedures, and regulatory standards.
• Produced reports, tracked performance data, and supported management with operational insights.
• Worked collaboratively with cross-functional teams to ensure seamless customer service and issue resolution.
Education
High School Diploma -
Upland High
Upland, CASkills
Customer Service Excellence
Policy & Procedure Interpretation
Complaint Resolution & Judgment
Data Analysis & Reporting
Process Improvement & Streamlining
Fast-Paced, High-Interruption Work Environments
Technical Systems & CRM Tools
Microsoft Word, Excel & Outlook
Organizational & Time Management Skills
Team Collaboration & Leadership
Professional Communication (Written & Verbal)
Recognition Awards
- Customer Service Excellence Award — Recognized for consistently delivering timely, accurate, and high-quality service in a high-volume environment.
- Outstanding Performance Recognition — Acknowledged for reliability, professionalism, and meeting service standards while managing competing priorities.
- Process Improvement Recognition — Recognized for identifying and implementing workflow improvements that increased efficiency and reduced response times.
- Team Collaboration Award — Recognized for building strong working relationships and supporting cross-functional teams to enhance customer experience.
- Quality & Accuracy Recognition — Commended for attention to detail, compliance with policies, and maintaining accurate records and reports.
Timeline
Senior Portfolio Manager
RAD Diversified REIT / RAD Capital / RADD Companies
06.2022 - Current
Relationship Specialist 3 – Treasury Management
Umpqua Bank
01.2019 - 05.2022
Senior Personal Banker / Senior Business Banker
Wells Fargo Bank, N.A.
10.2012 - 01.2019
High School Diploma -
Upland High