Mariana Ruvalcaba
Fort Worth,Texas
Summary
Personable administrative professional dedicated to cultivating positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution. Expertise in resource allocation and schedule management.
Overview
10
10
years of professional experience
Work History
Operations Project Analyst
Bank of America Mortgage Servicing
Fort Worth, TX
2009 - 2015
- Monitored Real Time adherence (RTA) and promptly notified front line agents and managers about exceeding established productivity loss thresholds.
- Worked closely with management to efficiently coordinate multi-skilled training and operations for existing agents
- Assisted in returning agents to a productive state through remote troubleshooting with Site Ambassadors and front-line managers.
- Exercised discretion while upholding confidentiality and neutrality as required
- Maintained regular communication with scheduling team to manage same-day call outs and monitor real-time scheduling trends
- Adept at utilizing the Microsoft Office product suite to proficiently edit and format various types of documents.
- Ensured accurate updates of Employee profiles in Aspect Workforce Management Systems and AS400
- Analyzed reports and trends to pinpoint areas for performance enhancement and proposed actionable suggestions
- Analyzed and reported historical data and trends, developing forecast models via PowerPoint to present on weekly meetings with management and investors.
- Managed real-time scheduling and absences for associates and managers, ensuring seamless coverage without overtime or undertime.
- Analyzed reporting data and identified areas for performance enhancement, providing recommendations for improvement.
- Conducted data analysis to identify trends and patterns, enabling accurate root cause assessments for process variations. Used this information to gain a thorough understanding of operations and offered impactful improvement recommendations.
- Developed strong relationships with business leaders and external vendors, fostering effective communication across various levels of management.
- Worked closely with the Dialer and Scheduling teams to ensure effective monitoring of daily operations and call routing.
- Maintained oversight of associate call states to maximize efficiency and goal-oriented performance.
- Managed team change, leave of absence, and termination requests using AS400 and Aspect Agent Administrator software within established service level agreements.
- Provided back-up support to business partners as needed
- Implemented and monitored reporting and business controls to ensure compliance with company policies and procedures.
- Tracked and reported results emphasizing policy adherence and QA/QC audits
- Retrieved and analyzed documents for the HAFA IR2 Project, ensuring QA/QC validation.
- Achieved a remarkable improvement in QA/QC audits, increasing accuracy from 85% to an exceptional level of 99.4% for Business Control
- Played an integral role in optimizing operations as a Subject Matter Expert for HAFA
- Contributed to both training and management responsibilities.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Analyzed key performance indicators to identify effective strategies.
- Monitored operations and reviewed records and metrics to understand company performance.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Learned and adapted quickly to new technology and software applications.
- Provided professional services and support in a dynamic work environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Account Manager II
Countrywide Home loans/ Bank of America
Fort Worth, TX
2005 - 2009
- Worked as an entry to mid-level call center collector and customer-focused across both the English and Spanish teams.
- Exhibited fluency in both source and target languages within the bilingual Spanish department.
- Proficient in handling tasks within an automated collections/customer service framework
- Actively mitigated early stage and foreclosure delinquency in the lending portfolios by utilizing automated dialer for customer contact
- Successfully addressed and rectified issues related to payment discrepancies
- Illustrate adeptness in adequately prioritizing tasks with attention to detail and organizational skills
- Delivered exceptional service, aiding customers in navigating account-related queries
- Ensured prompt and efficient responses to incoming faxes and emails
- Efficiently managed computerized system applications to track and collect relevant data
- Facilitated cross-departmental communication and teamwork to successfully resolve complex problems within the home loans area
- Supported team management by sending daily emails, distributing and explaining updated procedures, and providing updated information in daily huddles
- Utilized problem-solving skills when dealing with difficult customers.
- Provided training and guidance to new Account Managers.
- Adapted communication style to accommodate a wide range of cultural/regional dialects
- Provided technical support to customers when needed.
- Ensured compliance with industry regulations when dealing with clients.
- Resolved customer complaints in a timely manner.
- Coordinated with internal teams to ensure timely delivery of products and services to clients.
- Demonstrated proficiency in utilizing advanced communication skills in English as well as Spanish
- Listened to customer needs to identify and recommend best products and services.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Identified customer needs by asking questions and advising on best solutions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Excellent communication skills, both verbal and written.
- Paid attention to detail while completing assignments.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Course of Study, Small Business Management and Entrepreneurship AAS -
Tarrant County Community College
Fort Worth, Texas12.2019
Course of Study, Accounting Technician certification -
Tarrant County College
Fort Worth, Texas12.2018
Skills
- Office Management
- Employee Supervision
- Billing
- Data Entry
- Compliance Monitoring
- Bookkeeping
- Expense Reporting
- Workforce Management
- Operations Management
- Customer Service
- Staff hiring
- Administrative Support
- Policy Development
- Contract Negotiations
- Scheduling and calendar management
- Payroll Processing
- Payroll and budgeting
- Mail handling
- Financial Reporting
- Clerical Support
- Office Administration
- Proposal Writing
- Credit and collections
- Business Administration
- Organizational Skills
- Senior leadership support
- Banking operations
- Data retrieval systems
- Budget Administration
- Scheduling
- Project Management
- Customer Relations
- Bilingual English and Spanish; Speaking, Writing, reading
- Bilingual communication
- Bilingual English and Spanish (native speaker)
References
Available upon request
Personal Qualifications
Solutions-oriented, result driven executive, driven to succeed in any position. With over 15 years' experience in business servicing. Enthusiastic about building sustainable customer relationships, and increasing customer satisfaction.
Timeline
Operations Project Analyst
Bank of America Mortgage Servicing
2009 - 2015
Account Manager II
Countrywide Home loans/ Bank of America
2005 - 2009
Course of Study, Small Business Management and Entrepreneurship AAS -
Tarrant County Community College
Course of Study, Accounting Technician certification -
Tarrant County College
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