Marisela Castaneda
Summary
Passionate about customer satisfaction with over 15 years of progressive leadership experience. Adept at partnering with cross-functional teams to drive performance management and operational improvements. Possesses strong organizational and interpersonal skills, coupled with the ability to speak and write fluently in Spanish. A knowledgeable and dedicated customer service professional with extensive experience in Banking, Logistics, and the Healthcare industry. A solid team player with an outgoing, positive demeanor and proven ability to establish rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specializes in quality, speed, and process optimization. Articulate, energetic, and results-oriented with a passion for developing relationships, cultivating partnerships, and growing businesses. Recognized for exceptional sales performance and employee development, fostering a culture of excellence and continuous improvement.
Overview
21
21
years of professional experience
Work History
Federal Background Investigator
Day & Zimmermann Security (Image Services Staffing)
07.2025 - Current
- Improved case completion rates by prioritizing tasks and managing time effectively in a fast-paced environment.
- Proactively identified potential risks or red flags throughout the course of investigations, alerting appropriate parties when necessary.
- Efficiently managed caseloads through keen organization skills and diligent follow-up on outstanding items requiring resolution.
- Ensured compliance with federal regulations by maintaining detailed records and documentation of investigations.
- Conducted comprehensive field interviews with subjects, references, and other relevant parties to gather accurate information for investigation reports.
- Developed expertise in various databases and research tools to optimize the quality of investigative reports.
- Maintained strict confidentiality of sensitive information, adhering to privacy guidelines and ethical standards at all times.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Conducted comprehensive interviews with subjects, employers, associates, references, and other individuals.
- Developed strategies for overcoming obstacles encountered during investigations, leading to successful case closures despite challenges faced along the way.
Night Manager
Scent to Clean, LLC
11.2024 - Current
- Led staff meetings to discuss progress updates, share best practices, address concerns, and maintain open lines of communication within the team.
- Enhanced custodial team efficiency by implementing new cleaning processes and schedules.
- Developed an effective preventive maintenance program to proactively address potential issues before they became problems.
- Reduced employee turnover through effective hiring, training, and performance management.
- Maintained compliance with OSHA regulations through proper training, documentation, and adherence to safety protocols.
- Managed janitorial staff scheduling, ensuring adequate coverage for all shifts and tasks.
SSVF Intake Coordinator
VB Community Development Corp (Image Services Staffing)
02.2025 - 06.2025
- Provided excellent customer service to patients, family members, and healthcare providers during the intake process.
- Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
- Reduced errors in patient data entry with thorough verification processes and attention to detail.
- Completed intake assessment forms and filed clients' charts.
Mental Health Office Manager
Renewed Foundations Mental Health Services / All Heart Psychiatry
04.2023 - 11.2024
- Managed two mental health facilities, each with distinct policies and procedures.
- Efficiently managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Successfully led the EHR (Electronic Health Record) Project Upgrade in March 2024, seamlessly transitioning over 500 patient documents from Tebra to Athena.
- Optimized office space utilization during the office expansion in September 2024, resulting in a more efficient and productive medical workflow.
- Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and safeguarding against potential data breaches.
- Enhanced preceptorship process negotiated prices with third parties, performed interviews, and reduced onboarding time for new nurses.
- Provided exceptional customer service when addressing patient inquiries, requests, or concerns via phone calls, text, portal and/or email correspondence.
- Organized accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
Freight Audit and Billing Analyst
DB Schenker
01.2021 - 04.2023
- Ensured the quality and accuracy of air freight billing for the AWS account, managing multiple international shipment legs.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of the billing process.
- Audit and bill airfreight invoices while analyzing service contracts, tariffs, and agreements relevant to policy and procedure.
- Shipment data entry and billing to customers and freight forwarding warehouses in the transport management system.
- Responsible for analyzing and problem-solving EDI rejections within the department, account manager, collections department and other parties for account reconciliation.
- Proactively reported and communicated weekly and monthly invoicing deadlines to international teams, ensuring compliance with the client's payment processing agreements.
Import/Export Customer Service Representative
CMA CGM
07.2018 - 05.2020
- Managed incoming calls and completed export bookings for shipments to South America and the Caribbean Islands. Assisted customers with the release of cargo at the destination.
- Translated customer requests to resolve issues by escalating to management or the appropriate department.
- Solely managed the Import Inbox for North South Desk, responding promptly to customer inquiries. Worked on the Import Premier Team, responsible for managing all imports from large Fortune 500 companies.
- Volunteered to support Walmart Bids in 2019, contributing to the bidding process by providing administrative assistance and ensuring timely submissions.
- Volunteered to manage the backlog of the IBVC inbox, addressing and resolving rate and billing disputes through coordination with relevant departments, ensuring timely responses.
- Received multiple on-the-spot awards for exceptional customer service and teamwork.
Lead Bank Teller
Wells Fargo
11.2016 - 07.2018
- Assisted management with daily opening/closing procedures as well as training new hires with policy and procedures.
- Delivered exceptional customer experiences in every interaction, while deepening customer relationships with both new and existing services.
- Conducted precise, high-volume money counts manually and with machines.
- Managed high-volume transactions during peak periods, maintaining composure under pressure.
- Handled the purchase and sale of foreign currency transactions.
- Nominated for a STARS Award for demonstrating exemplary leadership and team-building skills to enhance customer experience.
Customer Account Executive
Comcast Cable
05.2014 - 06.2016
- Mastered and constantly improved in sales techniques, including prospecting, proposal, exceptions, closing, follow-up, and upselling.
- Responsible for the assurance of a swift resolution of customer issues to preserve customer loyalty, while complying with company policies.
- Leveraged knowledge of company services, familiarity with industry competitors, and persuasive communication style to prevent customers from ending or downgrading services.
- Secured on-time payments and collected on delinquent accounts with tailored payment plans.
Branch Manager
JPMorgan Chase Bank
09.2011 - 05.2013
- Oversaw a $20M branch, managing P&L, ensuring profitable growth, maintaining credit quality, and controlling expenses.
- Supportively led a team of 12, consistently enhancing performance and efficiency to maximize operational results.
- Enhanced branch production rates by resolving staff conflicts, conducting evaluations, managing hiring and termination processes, coaching employees on company protocols, and overseeing payroll operations.
- Leveraged effective networking to identify and capitalize on community business opportunities.
- Surpassed corporate objectives for all quarters in areas including Checking, Savings, Business, Deposits, and Profitability.
- Achieved and surpassed scores of 97% or higher on all internal and external audits.
- Consistently maintained customer experience ratings at 95% or higher.
Branch Manager II/ Vice President
TCF National Bank
03.2004 - 09.2011
- Managed a $105M branch with a staff of 14, serving as the go-to person for banking queries and assisting underperforming accounts in the region.
- Efficiently and effectively managed two in-store branch locations, maintaining daily operations in line with the bank's objectives.
- Delivered superior customer relations, conducted audits, and fostered a sales and service culture through coaching, guidance, and staff motivation.
- Achieved and exceeded scores of 95% or higher on all internal and external audits.
- Evaluated employee performance through regular assessments and feedback, identifying areas for improvement. Developed and implemented customized improvement plans, including training, mentorship, and goal-setting, to enhance individual and team productivity.
- Honored as a member of the Corporate VIP Club for exceptional sales performance and awarded an all-expenses-paid trip to Mexico.
- Multiple recipient of the monthly 'Above and Beyond' award for exemplary customer service and recognized as a 'Top Performer.'
Education
Bachelor of Science - Business Administration with a Concentration in Management
Robert Morris University
Chicago, IL09.2010
Skills
- Fluent in spoken and written Spanish
- Operational management
- Effective communication skills
- Proficient in data analysis
- Logistics - Import/Export compliance
- Project Management Skil
- Analysis and research
- Problem-solving
Languages
Spanish
Native or Bilingual
Timeline
Federal Background Investigator
Day & Zimmermann Security (Image Services Staffing)
07.2025 - Current
SSVF Intake Coordinator
VB Community Development Corp (Image Services Staffing)
02.2025 - 06.2025
Night Manager
Scent to Clean, LLC
11.2024 - Current
Mental Health Office Manager
Renewed Foundations Mental Health Services / All Heart Psychiatry
04.2023 - 11.2024
Freight Audit and Billing Analyst
DB Schenker
01.2021 - 04.2023
Import/Export Customer Service Representative
CMA CGM
07.2018 - 05.2020
Lead Bank Teller
Wells Fargo
11.2016 - 07.2018
Customer Account Executive
Comcast Cable
05.2014 - 06.2016
Branch Manager
JPMorgan Chase Bank
09.2011 - 05.2013
Branch Manager II/ Vice President
TCF National Bank
03.2004 - 09.2011
Bachelor of Science - Business Administration with a Concentration in Management
Robert Morris University
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