Luis Gutierrez

• Water Distribution System Maintenance
• Pipeline Installation & Repair
• Water Quality Standards & Compliance
• Leak Detection & Troubleshooting
• Hydraulic & Pneumatic Systems
• Valve Operations & Maintenance
• Backflow Prevention
• Water Metering & Reading
• Equipment Operation (excavators, backhoes, trenchers)
• Safety Protocols & OSHA Regulations
• GIS (Geographic Information Systems) for Mapping
• Team Collaboration & Customer Service
• Ensured accurate record-keeping by maintaining up-to-date logs of equipment performance data and maintenance activities conducted.

Certifications

• OSHA Safety Training 10hr

• Developed and maintained positive relationships with community via email, telephonic and face-to-face outreach.
• Worked with internal matrix partners to triage issues and submit work requests.
• Researched and resolved complex issues and appeals to facilitate prompt resolution.
• Identified and reported on utilization patterns to enhance quality of service delivery.
• Identified appropriate marketing channels and target customers for campaigns.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Established team priorities, maintained schedules and monitored performance.
• Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.

• Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
• Assisted customers with Spanish-language inquiries in timely and professional manner.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Provided language translation services for customer service inquiries.
• Communicated with management when customer issues escalated and worked to find resolutions.
• Utilized Spanish proficiency to build relationships with Spanish-speaking customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Delivered superior customer service to retain existing customers and attract future customers.
• Assisted customers with Spanish-language inquiries in timely and professional manner.
• Assisted customers with Spanish-language inquiries in a timely and professional manner.

• Prepared and mailed invoices to customers, processed payments, and documented account updates.
• Followed up overdue payments and payment plans from clients to establish good cash flow.
• Monitored accounts to verify compliance with payment terms and schedules.
• Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
• Submitted cash and check deposits and generated cash receipts to record money received.
• Reviewed accounts on monthly basis to assess aging and pursue collection of funds.

• Transaction Monitoring & Investigation: Monitored daily financial transactions through AML software systems to identify unusual patterns and behaviors indicative of potential money laundering.
• Suspicious Activity Reporting: Drafted, reviewed, and filed Suspicious Activity Reports (SARs) in compliance with regulatory regulatory requirements, ensuring that all reporting was accurate, thorough, and timely.
• Customer Due Diligence: Performed comprehensive CDD and EDD on new and existing clients, including analyzing account activity and verifying legitimacy of sources of funds for high-risk individuals and businesses.
• AML Training & Education: Participated in training sessions for staff to improve awareness of AML regulations and internal protocols, helping to maintain a strong compliance culture.

• Cash Handling & Transaction Processing: Accurate in processing deposits, withdrawals, and other financial transactions in compliance with bank policies.
• Customer Service & Relationship Building: Experienced in providing top-tier service to clients, resolving issues, and building long-term relationships.
• Account Management: Assisting customers with account inquiries, balance checks, and account updates.
• Sales & Cross Selling: Knowledgeable in promoting bank products and services, including loans, credit cards and savings accounts.
• Problem-Solving & Conflict Resolution: Skilled at identifying customer issues and offering solutions in a calm and professional manner.