Dedicated customer service professional with over 20 years of experience in the banking industry, adept at building and maintaining strong client relationships. Proven track record of exceeding customer expectations and driving customer satisfaction. Seeking to leverage exceptional communication, problem-solving, and sales skills in a dynamic sales role to contribute to a company's growth and success.
Overview
20
20
years of professional experience
Work History
Vice President, Issues Reporting Department
MUFG UNION BANK N.A. / U.S. Bank N.A.
04.2018 - 02.2024
Partnered with leaders in assigned lines of business, Risk/Compliance/Audit consultants, and other Risk managers to oversee the successful creation, implementation, and maintenance of an effective risk management framework
Developed compliance programs and processes while comprehensively overseeing the implementation and execution of business line controls to ensure effectiveness
Maintained awareness of supervisory enforcement actions, legislative updates, new/amended regulatory requirements and banking operation
Successfully engaged with first-line risk partners to remediate the entire portfolio of Union Bank N.A. Risk Issues (185 Issues), facilitating a seamless transition of clients under the U.S. Bank portfolio.
Proactively identified, assessed, documented, and mitigated high risk issues working with Business/Product Change Risk Assessments (PRISM), Enterprise Compliance Risk Assessments (ECRA), and Compliance Approval Tool Review (CAT)
Assistant Vice President, Tax Operations
MUFG Union Bank N.A.
03.2007 - 04.2018
Led the transition of the Tax Operation/Unclaimed Property Department from California to Arizona for site optimization, ensuring smooth operational continuity and enhanced efficiency.
Collaborated with EY Information Reporting and Withholding Department to implement a form validation tool and a withholding module built off the bank's payment system, and transitioned the bank's reporting system from StoneRiver to SOVOS
Functioned as an Operational Tax SME, process reengineering expert and a liaison between Corporate Tax, Business Partners, Compliance, Risk, and IT
Contributed towards the bank's FATCA project by acting as a Tax Operations SME to onboard the Accounts Payable Department as well as the bank's syndicated loans business
Built requirements for implementing a validation tool for W8IMYs
Led various process improvement engagements surrounding Tax Operations such as built an electronic workbook for 945 and 1042 filings, streamlined antiquated processes by drafting procedural flows and worked with IT department on various system enhancements to change the backup withholding rate from 28% to 24% as a result from the Tax Cuts and Jobs Act
Oversaw the bank's annual W-8 recertification project and developed a comprehensive step-by-step project plan outlining all necessary tasks to ensure timely and accurate completion.
Assisted in identifying Unclaimed Property processes for areas of automation and upgraded the bank's Unclaimed Property software, enhancing efficiency and accuracy.
Remediated internal audit issues and self-identified issues, and contributed to building a Risk Control Self-Assessment (RCSA), ensuring robust internal controls and compliance
Created an Asset Recovery program for MUFG Union Bank to claim funds that may have been escheated.(LeanSixSigma)
Successfully led an initiative in migrating MUFG-Bank of Tokyo's Unclaimed Property department into Union Bank's
Built control reports and worked with IT departments in understanding account to customer relationships and implemented 'linking' related accounts to prevent escheating
Senior Associate
Bank of the West N.A.
01.2004 - 01.2007
Assisted consumer and commercial clients with account implementation, including IRAs, CDs, and various loans, ensuring their financial needs were met efficiently and accurately.
Developed new business relationships by researching local markets and targeting potential clients, contributing significantly to the bank's growth.
Maintained client accounts and completed service requests while adhering to bank and regulatory compliance
Exceeded sales goals on a quarterly and yearly basis while maintaining excellent customer service
Education
Finance
Fullerton College
Fullerton, CA
High School Diploma -
St. Paul High School
Santa Fe Springs, CA
06-2022
Skills
Team Management
Personal Finance
Complex Problem-solving
Client relationship building
Strategic planning
Data analysis
Financial management
Operational management
Relationship building
Team leadership
Account management
Risk management
Skills and extracurricular activities
LeanSixSigma Green Belt Certification: Unclaimed Property Asset Recovery (DMADV)
Microsoft Office Proficiency: Excel (pivot tables, formulas, quick keys), Word, Visio, Outlook, PowerPoint
Leadership & Team-Building: Successfully organized and managed two bank softball teams, enhancing employee engagement and expanding the bank's presence in Tempe, AZ.
Personal Finance: Expertise in managing personal finances, including budgeting, investing, and financial planning.
Senior Operations Specialist, Loan Payment Processing at MUFG Union Bank, N.ASenior Operations Specialist, Loan Payment Processing at MUFG Union Bank, N.A
Technical Support Associate- Treasury Management at MUFG Union Bank Holdings Corp. N.A.Technical Support Associate- Treasury Management at MUFG Union Bank Holdings Corp. N.A.
<ul><li>Advised 20+ leaders on complex employee relations issues like performance management and workplace investigations, ensuring full compliance with Panamanian labor law and minimizing legal risks.</li><li>Keeping an Open-Door policy for the employees. Investigations regarding employee issues and complaints. Collaboration with the Security and Employee Relations departments in investigations.</li><li>Review and approval of disciplinary actions. Completed more than 500 terminations according to Panamanian labor law.</li><li>Requesting, reviewing and approving of HRIS updates, transfers, benefits payments, intercompany and schedules changes.</li><li>Led the foreigner workers contract terminations according to the established Labor Law and company policies.</li><li>Participated in the Health and Safety Committee and inspections of the Social Insurance Institution, obtaining a passing score on every inspection. Developed the accidents events guidelines and form.</li><li>Participated in projects and tasks together with other areas such as HRIS and HR Corporate, for instance, the creation of the employee knowledge database to feed the chatbot for employees questions/answers.</li><li>Reporting and KPIs examination, including attrition and exit interviews results.</li><li>Review of policies, guidelines and procedures. Creation and updates of processes and control spreadsheets such as job abandonment process and form and the Oracle Manager Self Service control.</li><li>Implemented the onboarding program for new hires.</li><li>Developed HR Topics training plan for Operations staff.</li><li>Provided on the job training to the local HR members, developing skills and empowering the team.</li><li>Managed the HR providers purchase orders and payment requests.</li><li>Maintained close collaboration with the payroll department on claims and other employees inquiries, as well as support with compliance documents.</li></ul> at ALORICA<ul><li>Advised 20+ leaders on complex employee relations issues like performance management and workplace investigations, ensuring full compliance with Panamanian labor law and minimizing legal risks.</li><li>Keeping an Open-Door policy for the employees. Investigations regarding employee issues and complaints. Collaboration with the Security and Employee Relations departments in investigations.</li><li>Review and approval of disciplinary actions. Completed more than 500 terminations according to Panamanian labor law.</li><li>Requesting, reviewing and approving of HRIS updates, transfers, benefits payments, intercompany and schedules changes.</li><li>Led the foreigner workers contract terminations according to the established Labor Law and company policies.</li><li>Participated in the Health and Safety Committee and inspections of the Social Insurance Institution, obtaining a passing score on every inspection. Developed the accidents events guidelines and form.</li><li>Participated in projects and tasks together with other areas such as HRIS and HR Corporate, for instance, the creation of the employee knowledge database to feed the chatbot for employees questions/answers.</li><li>Reporting and KPIs examination, including attrition and exit interviews results.</li><li>Review of policies, guidelines and procedures. Creation and updates of processes and control spreadsheets such as job abandonment process and form and the Oracle Manager Self Service control.</li><li>Implemented the onboarding program for new hires.</li><li>Developed HR Topics training plan for Operations staff.</li><li>Provided on the job training to the local HR members, developing skills and empowering the team.</li><li>Managed the HR providers purchase orders and payment requests.</li><li>Maintained close collaboration with the payroll department on claims and other employees inquiries, as well as support with compliance documents.</li></ul> at ALORICA
<ul><li>Profile: Record to Reporting (R2R)</li><li>Performing financial reporting and controlling for across all the entities (in Hyperion and Oracle = JD Edward).</li><li>Performing End to End P&L finalization (Review of accruals, Negative Cash Accrual, prepaid amortization schedule, FX Adjustments, creation, deletion and capitalization of fixed assets, posting of depreciation etc.) & taking calls with Controllers during Months end for further review of P&L.</li><li>Banking process includes positive pay exceptions, stop payment, voiding checks with AP team. Checks movement to unclaimed property. Payment proof, remittance details.</li><li>IFRS lease computation complying with IFRS 16 in CoStar – Real Estate Manager system (this is only for lease).</li><li>Preparation of webforms and variance analysis report and sharing with stakeholders with detailed information.</li><li>Performing Balance sheet reconciliation with adherence of policy and clearance of open items along with relevant details of lines which is overaged however will be staying for long time (i.e.- Bonus and dividends, Common Stocks, Security Deposits).</li><li>Facilitating team operations by discussions through the sharing of information and knowledge, identification of teamwork issues, development of problem-solving recommendations, and recommendations of standardizing team operations.</li><li>Cross train resources in order to have backup of each other to help team synergy helping team members to take leaves when required without bothering of work/process deliverables.</li><li>Conduct weekly, biweekly and monthly meetings with stake holders as per their agreement.</li><li>Create opportunities for team members to provide input on procedures/processes and share their expertise with other team members.</li><li>Working knowledge of ERP systems People Soft, ART (Reconciliation software of Oracle), JD Edward, Teradata, Cetova, Hyperion (HFM), Cadency, Blackline, SAP, NetSuite, Workday Adaptive, Coupa, Tableau, CoStar, Alteryx.</li><li>PROCESS IMPROVEMENTS</li><li>Given 12 lean ideas in area of Month End Close journals, Balance Sheet Reconciliations, and Bank Reconciliations.</li><li>Part of a green belt project on quality of reconciliations and BOT implementation (work in progress) – controllership impact</li><li>Bring automation & Marco enabling dash board MIS reporting for monthly SLA, KPI, IC balances, Cash forecasting etc.</li></ul> at Genpact India Pvt. Ltd<ul><li>Profile: Record to Reporting (R2R)</li><li>Performing financial reporting and controlling for across all the entities (in Hyperion and Oracle = JD Edward).</li><li>Performing End to End P&L finalization (Review of accruals, Negative Cash Accrual, prepaid amortization schedule, FX Adjustments, creation, deletion and capitalization of fixed assets, posting of depreciation etc.) & taking calls with Controllers during Months end for further review of P&L.</li><li>Banking process includes positive pay exceptions, stop payment, voiding checks with AP team. Checks movement to unclaimed property. Payment proof, remittance details.</li><li>IFRS lease computation complying with IFRS 16 in CoStar – Real Estate Manager system (this is only for lease).</li><li>Preparation of webforms and variance analysis report and sharing with stakeholders with detailed information.</li><li>Performing Balance sheet reconciliation with adherence of policy and clearance of open items along with relevant details of lines which is overaged however will be staying for long time (i.e.- Bonus and dividends, Common Stocks, Security Deposits).</li><li>Facilitating team operations by discussions through the sharing of information and knowledge, identification of teamwork issues, development of problem-solving recommendations, and recommendations of standardizing team operations.</li><li>Cross train resources in order to have backup of each other to help team synergy helping team members to take leaves when required without bothering of work/process deliverables.</li><li>Conduct weekly, biweekly and monthly meetings with stake holders as per their agreement.</li><li>Create opportunities for team members to provide input on procedures/processes and share their expertise with other team members.</li><li>Working knowledge of ERP systems People Soft, ART (Reconciliation software of Oracle), JD Edward, Teradata, Cetova, Hyperion (HFM), Cadency, Blackline, SAP, NetSuite, Workday Adaptive, Coupa, Tableau, CoStar, Alteryx.</li><li>PROCESS IMPROVEMENTS</li><li>Given 12 lean ideas in area of Month End Close journals, Balance Sheet Reconciliations, and Bank Reconciliations.</li><li>Part of a green belt project on quality of reconciliations and BOT implementation (work in progress) – controllership impact</li><li>Bring automation & Marco enabling dash board MIS reporting for monthly SLA, KPI, IC balances, Cash forecasting etc.</li></ul> at Genpact India Pvt. Ltd