Summary
Overview
Work History
Education
Skills
Volunteer Work
Knowledge Systems
References
Timeline
Generic
Maria A Medel

Maria A Medel

Winter Park,FL

Summary

Bilingual banking operations leader with over 25 years in fraud detection, claims management, and risk mitigation. Demonstrated success in asset protection, financial loss reduction, and regulatory compliance in high-volume settings. Expertise in team building, operational streamlining, and enhancing customer satisfaction through strategic decisions and empathetic leadership.

Overview

34
34
years of professional experience

Work History

Business Consultant – Fraud Quality Reviewer (QR)B

MBO Partners
01.2024 - 05.2025
  • Supported fraud investigators by providing subject matter expertise and guidance on SAR cases.
  • Led upskilling sessions to enhance team quality and provided one-on-one coaching for investigators.
  • Assisted with Quality Control and Assurance edits, clarifying requirements for case closure.
  • Reviewed cases for new investigators during readiness assessments and supplemental monitoring.
  • Facilitated understanding of QC/QA criteria, ensuring alignment with investigative standards.

Frontend Cashier – Retail Clerk

Walmart Store #5894
11.2023 - 01.2024
  • Provided exceptional customer service through active listening and engagement techniques.
  • Processed transactions, including cash, credit, check, and gift cards, with precision.
  • Collaborated with team members to enhance operational efficiency.
  • Ensured efficient processing of customer transactions at checkout lanes.

Small Business Banking Customer Advocacy Team Lead

Wells Fargo Bank
03.2020 - 07.2023
  • Successfully resolved escalated customer complaints and queries efficiently.
  • Conducted team meetings to align goals and improve communication among members.
  • Led teams in NC and TX, supporting employees with compliance and operational regulations.
  • Implemented quality control measures to uphold service excellence standards.
  • Coached and trained team members to enhance efficiency and effectiveness.

Executive Complaint Management Office (ECMO) Team Lead

Wells Fargo Bank
03.2020 - 07.2023
  • Supported Auto and Home Lending Teams within Complaints Department to enhance operational efficiency.
  • Monitored employee compliance with processes, quality standards, and change management actions.
  • Managed escalated calls, cases, emails, and compliance reporting for effective complaint resolution.
  • Delivered daily coaching and feedback to employees to improve performance.
  • Developed training materials addressing risks, regulations, fraud, and compromised data trends.

Vendor Services Manager

Maple Street Inc
04.2019 - 02.2020
  • Oversaw and mentored vendor account associates in cultivating relationships, gathering, collecting, and analyzing documents concerning contracts and agreements for community banks and credit unions; moreover, orchestrated preparations for due diligence, audits, and exams.

ACH Operations Team Manager, AVP

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019
  • Directed daily operations for file processing, quality control, electronic payments, and settlements.
  • Monitored ACH clients' exceptions in compliance with NACHA rules while mitigating BSA/AML/OFAC risks.
  • Trained and developed employees and new hires to enhance team capabilities.
  • Identified cost-saving opportunities through process optimization and automation initiatives.
  • Coordinated scheduling and resource allocation to maximize workflow efficiency.
  • Contributed to Business Continuity planning efforts to ensure operational resilience.

Fraud Prevention & Claims Team Manager, AVP

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019
  • Oversaw team of over 50 specialists focused on BSA/AML/OFAC/KYC within Financial Crimes.
  • Resolved client fraud problems by investigating and monitoring account issues effectively.
  • Provided continuous training and supervision to improve team performance and skills.
  • Analyzed trends from claim reports, recommending actionable process enhancements.
  • Conducted regular meetings to discuss challenges and promote best practices in claims management.
  • Facilitated communication between leadership and departments for cohesive strategy implementation.

Business Sales Team Manager, AVP

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019
  • Led and developed 19 Business Sales Advisors, exceeding sales goals for two consecutive years.
  • Monitored team performance and delivered regular constructive feedback to enhance productivity.
  • Trained new sales representatives on product knowledge and effective customer engagement strategies.
  • Collaborated with marketing department to optimize strategic initiatives for improved outreach.
  • Mentored employees in successful selling techniques, promoting cross-selling of banking products.
  • Provided comprehensive sales and services to small businesses with revenues under $5 million.
  • Recognized with Presidents' Team Award for outstanding sales performance in 2009 and 2010.

Private Wealth Team Manager, AVP

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019
  • Spearheaded recruitment, training, and development of 12 specialists for Wealth and Investment Management line of business.
  • Designed training materials for ongoing professional development initiatives.
  • Monitored team performance to identify areas for improvement and enhance productivity.
  • Coordinated daily operations to ensure workflow efficiency across all tasks.
  • Motivated team members to consistently exceed performance expectations.
  • Managed team operations including scheduling shifts, assigning tasks, and tracking attendance.
  • Recognized for Sell, Serve, Sustain (S3) and Excellence in Execution (S2) in 2004 and 2005.

SunTrust University Trainer, Officer

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019
  • Facilitated workshops to enhance employee skills and knowledge retention.
  • Developed comprehensive training materials for new hires across operational roles.
  • Conducted evaluations to assess training effectiveness and identify areas for improvement.
  • Collaborated with management to align training programs with organizational objectives.
  • Assisted in onboarding processes to ensure new employees understood procedures.
  • Provided constructive feedback and motivation to trainees throughout training sessions.
  • Maintained accurate records of trainee progress and updated management regularly.
  • Recognized as Trainer of the Year for two consecutive years, 2002 and 2003.

Quality Assurance Supervisor

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019
  • Supervised escalated complaints, ensuring effective resolution and timely reporting of issues.
  • Educated clients on products and services to enhance understanding of features and benefits.
  • Reviewed customer feedback to identify trends and improve service delivery.
  • Created comprehensive reports on quality trends, pinpointing areas for improvement.

Personal Account Executive (PAE)

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019
  • Managed client accounts to cultivate strong customer relationships.
  • Awarded Buddy Banker during Crestar/SunTrust merger in 2000.
  • Achieved Most Valuable Player (MVP) recognition for two consecutive years, 1999 and 2000.
  • Maintained precise records of sales activities utilizing Salesforce CRM.
  • Delivered timely customer service support to resolve issues efficiently.

Assistant Retail Store Manager

Ross Stores
01.1991 - 12.1998
  • Supervised and trained over 50 retail associates in departmental responsibilities.
  • Managed inventory levels and organized effective merchandising displays.
  • Conducted weekly meetings to enhance operational productivity and team cohesion.
  • Resolved customer inquiries and issues promptly to maintain satisfaction.
  • Coordinated staff schedules to ensure optimal coverage during peak hours.
  • Achieved Store of the Year award in 1997 for exceeding $10 million in sales.
  • Performed quarterly and annual store inventories, adhering to company policies on customer relations.

Education

Bachelor of Science (BS) - Business & Entrepreneurship

Nova Southeastern University
Fort Lauderdale-Davie, FL
12.2005

Skills

  • Organizational
  • Attention to detail
  • Initiative taker
  • Leadership
  • Sales
  • Problem solving
  • Critical and strategic thinking
  • Process improvement
  • Change management
  • Metrics (KPIs)
  • Conflict resolution
  • Performance management
  • Operations management
  • Effective communication
  • Business continuity planning
  • Team building
  • Multitasking abilities
  • Great people skills
  • Customer service management
  • Time management
  • Strategic planning
  • Presentation skills
  • Quality assurance and control
  • Training development
  • Risk assessment
  • Fraud investigation
  • Coaching and mentoring
  • Cash handling

Volunteer Work

  • Wells Fargo Bank Employee Resource Networks - Diversity Equity & Inclusion Women’s Diversity group
  • Generations
  • Black African American
  • SunTrust Bank (Truist) Black African American group
  • American Heart Association
  • 2nd Harvest Food Bank of Central Florida (CF)
  • United Way of CF
  • Read to Succeed in Orange County
  • Junior Achievement
  • Boys & Girls Club Reality Store financial literacy

Knowledge Systems

  • Microsoft 365 Office, NCR, Falcon, FDR, Mainframe, Salesforce/CRM, Oracle, Workday, PEGA (ECMP), IEX, Avaya, CMS Supervisor, WFM, NICE, ACH PEP+, Compass, CIV, Ecar, Itop, CRS, UW, Actimize, Norkom/ECAMS, Engage, Lexis Nexis, Citrix

References

References available upon request.

Timeline

Business Consultant – Fraud Quality Reviewer (QR)B

MBO Partners
01.2024 - 05.2025

Frontend Cashier – Retail Clerk

Walmart Store #5894
11.2023 - 01.2024

Small Business Banking Customer Advocacy Team Lead

Wells Fargo Bank
03.2020 - 07.2023

Executive Complaint Management Office (ECMO) Team Lead

Wells Fargo Bank
03.2020 - 07.2023

Vendor Services Manager

Maple Street Inc
04.2019 - 02.2020

ACH Operations Team Manager, AVP

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019

Fraud Prevention & Claims Team Manager, AVP

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019

Business Sales Team Manager, AVP

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019

Private Wealth Team Manager, AVP

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019

SunTrust University Trainer, Officer

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019

Quality Assurance Supervisor

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019

Personal Account Executive (PAE)

Truist (fka) SunTrust Banks, Inc.
12.1998 - 02.2019

Assistant Retail Store Manager

Ross Stores
01.1991 - 12.1998

Bachelor of Science (BS) - Business & Entrepreneurship

Nova Southeastern University

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