Margarita Misla
Orlando ,FL
Summary
Detail-oriented professional with extensive experience in quality assurance and financial processes. Skilled in problem-solving and organizational efficiency, contributing to enhanced service delivery and compliance. Eager to leverage skills to drive operational excellence and mentor future talent.
Overview
7
7
years of professional experience
Work History
Quality Control Specialist
Bank of New York
Lake Mary, FL
11.2025 - Current
- Conducted regular quality audits to ensure compliance with regulatory standards and internal policies.
- Collaborated with cross-functional teams to identify and resolve quality issues in financial processes.
- Monitored compliance with regulatory requirements and industry standards.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Shareholder Service Representative
Bank of New York
Lake Mary, FL
06.2023 - Current
- Processed shareholder transactions accurately and efficiently, ensuring compliance with regulatory requirements.
- Managed inquiries regarding account status, providing timely and informative responses to clients.
- Assisted in the resolution of discrepancies related to shareholder accounts, enhancing overall customer satisfaction.
- Collaborated with cross-functional teams to streamline operational workflows and improve service delivery.
- Maintained detailed records of client interactions and transactions within internal databases for audit purposes.
- Provided training support to new staff on systems and procedures related to shareholder services operations.
- Assisted in updating shareholder account records, ensuring accuracy and compliance with regulations.
- Enhanced client relationships through effective communication and problem-solving skills.
- Maintained comprehensive knowledge of company products and services to provide accurate information to shareholders.
- Managed approximately 60 incoming calls, emails and faxes per day from customers.
Mortgage Loan Processor
PRMG
Port Saint Lucie, FL
04.2019 - 01.2021
- Streamlined loan processing workflows, enhancing overall efficiency and turnaround times.
- Ensured compliance with regulatory requirements throughout mortgage documentation review process.
- Collaborated with underwriters to resolve discrepancies in loan applications and financial documentation.
- Managed communication with clients to provide updates on loan status and gather required information.
- Reviewed and analyzed credit reports, income verification, and asset statements for accuracy.
- Mentored junior processors on best practices for document handling and client interactions.
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
Education
No Degree - Mortgage Originator License
Gold Coast
Orlando, FL01-2019
High School Diploma -
Light House High School
Orlando 08-2018
Skills
- Quality training
- Documentation review
- Internal audits
- Quality metrics
- Organization
- Microsoft office
- Compliance awareness
- Time management
- Multitasking and organization
- Problem-solving
- Critical thinking
- Team collaboration
- Verbal and written communication
- Relationship building
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Quality Control Specialist
Bank of New York
11.2025 - Current
Shareholder Service Representative
Bank of New York
06.2023 - Current
Mortgage Loan Processor
PRMG
04.2019 - 01.2021
No Degree - Mortgage Originator License
Gold Coast
High School Diploma -
Light House High School