Melyssa Salazar
Las Vegas,Nevada
Summary
I am a bi-lingual business professional who is a results-oriented project team leader with 7 years of experience covering project and process management including developing, implementing, and supporting complex infrastructures for a fast-growing financial institution.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
Operations Support Analyst III
Credit One Bank N.A.
Las Vegas, NV
06.2023 - Current
- Assisted with the implementation of new systems and processes for operations support.
- Analyzed user requirements and developed strategies to meet their needs within existing resources.
- Collaborated with business stakeholders and Project/Product Owners to understand needs, prioritize efforts on the roadmap, define features and scope, and report out on progress.
- Reviewed business needs, refined priorities/backlog, and deliverables in Agile environment
Sr. Process Manager
Capital One
Las Vegas, NV
01.2022 - 05.2023
- Measured the performance of customer interactions via different channels by analyzing email based and web based surveys sent to customers
- Performed User Acceptance testing and generated documentation to share knowledge with team members.
- Managed & executed end-to-end process that provided agent driven data to help analyze queue readiness to decommission software
- Developed insights and recommendations for effective communication with senior leadership.
- Ensured the accuracy and completeness of formal process documents by creating and maintaining procedures, diagrams, project reports, presentations, and business cases.
Sr. Process Manager
Capital One
Las Vegas
10.2021 - 01.2022
- Resolved complex problems by partnering with subject matter experts to develop deep understanding of processes and procedures
- Designed and developed tests to derive insights
- Collected, analyzed, and measured data, to develop recommendations
- Identified process breakdowns and engaged stakeholders to resolve them
- Prepared insights and recommendations for communication with senior leadership
- Maintained formal process documents (e.g., procedures and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams).
Sr. Risk Analyst
Capital One
Las Vegas
01.2021 - 10.2021
- Reviewed Policies and procedures that are implemented to prevent problems and protect the customers, reputation, and assets of the company
- Evaluated control activities to determine effectiveness of controls by reviewing evidence to show the control executed as intended (e.g., reviewed reports, spreadsheets, exception reporting, meeting notes, etc.) and by reviewing data sources (e.g., issues, audits, exams, customer complaints, etc.) for signs of weakness in Control Execution
- Stored control effectiveness ratings and evaluations in PRIME.
Data Analyst
Capital One
Las Vegas
10.2019 - 12.2020
- Managed the resolution, documentation and closure of regulatory errors identified across all groups, and graphically represented these errors through entry-level analyses to highlight to leaders (Director+)
- Interacted with other well-managed teams (Servicing, Customer Resiliency, Fraud and Disputes, Suppliers, Saks, and Neiman Marcus) to socialize recurrence of trends and document what is being done to mitigate them
- Sought to understand impacts to the business, controls were socialized through different forums and reviewed and submitted control changes to Compliance Control Change Governance.
ER Redesign Agile Team (EMERGE)
Capital One
Las Vegas
08.2018 - 10.2019
- Identified risks throughout work product areas
- Built relationships with stakeholder groups
- Socialized decisions, impediments, and progress to stakeholders
- Utilized Jira for work assignment and delivery
- Created training material on new case management system
- Helped revised How To tasks that were impacted by new case management system.
Process Manager
Capital One
Las Vegas
02.2018 - 08.2018
- Served as a Central contract for customer related issues and concerns that are sent to executives
- Handled and kept records of regulatory concerns from the OCC, BBB, CFPB, and state agencies
- Inspected cases for potential business risk
- Offered process improvements resulting from the Office of the Comptroller of the Currency audits
- Ran credit bureau reporting to obtain reporting for customers.
Principle Coordinator
Capital One
Las Vegas
09.2017 - 02.2018
- Engaged compliance regulators to ensure risk was mitigated
- Followed-up on requests sent to research partners to ensure accuracy of information
- Coached associates on case management and timeliness
- Reviewed and edited letters that were being sent to customers
- Reviewed calls to listen for discrepancies.
Coordinator
Capital One
Las Vegas
12.2016 - 09.2017
- Submitted Business improvement recommendations as defined by department standards
- Communicated process gaps to process improvement team resulting in policy and procedure changes
- Tagged and outlined controllable errors to ensure reoccurrence of error did not occur again.
Senior Coordinator
Capital One
Las Vegas
12.2015 - 12.2016
- Effectively managed casework by conducting thorough research
- Appropriately used resources and systems to provide a resolution to customers
- Escalated research partners to ensure timeliness and customer advocacy
- Managed case updates by using case trackers.
Information Security
Capital One
Las Vegas
07.2015 - 12.2015
- Obtained daily excel reports on short term disability, long-term disability, FMLA, and Leave
- Produced and managed reporting metrics and analytics for all leave cases
- Created and maintained personnel files ensuring completeness of paperwork and integrity
- Processed new hires, transfers, and rehires, as well as termination and leave of absences login credentials.
Risk Coordinator
Capital One
Las Vegas
10.2014 - 07.2015
- Drove collections measures up by obtaining past due amounts from customers
- Obtained 97% of collection efforts
- Found solutions and alternatives to better assist customers by promoting digital opportunities
- Account maintenance and fee adjustments
- Maintained and updated associate's schedules
- Collaborated with Supervisor and manager to best assist the team.
Business Development Manager
Akers & Associates, Inc.
Las Vegas
06.2009 - 08.2014
- Increased credibility & client awareness by developing technical and non-technical marketing collateral
- Implemented client training (business and technical) and supervised software integration
- Staffed projects, tracked progress and updated upper management, partners, and clients as necessary
- Monitored employee productivity and held monthly meetings to provide information, take feedback and provide updated training
- Matched purchase orders with invoices and recorded the necessary information
- Negotiated contracts (food, beverage, A/V production and venues)
- Managed social media platforms
- Managed job postings, performed initial phone screening and scheduled interviews
- Maintained and updated new hire orientation material when necessary
- Translated company announcements, policies and procedure manuals to Spanish speaking employees
- Implemented disciplinary actions and employment terminations.
Education
MBA in Project Management -
Ashford University
01.2018
Bachelor of Arts - Political Science
University of Nevada Las Vegas
01.2013
Skills
- Problem solving
- Strategy Planning
- Project Management
- Agile Methodology
- Operations Management
- Reporting and documentation
- Scrum
- Agile
- Kanban
- Stakeholder Communication
- SharePoint
- JIRA
Certification
- Scrum
- BPM
Languages
Spanish
Native/ Bilingual
Timeline
Operations Support Analyst III
Credit One Bank N.A.
06.2023 - Current
Sr. Process Manager
Capital One
01.2022 - 05.2023
Sr. Process Manager
Capital One
10.2021 - 01.2022
Sr. Risk Analyst
Capital One
01.2021 - 10.2021
Data Analyst
Capital One
10.2019 - 12.2020
ER Redesign Agile Team (EMERGE)
Capital One
08.2018 - 10.2019
Process Manager
Capital One
02.2018 - 08.2018
Principle Coordinator
Capital One
09.2017 - 02.2018
Coordinator
Capital One
12.2016 - 09.2017
Senior Coordinator
Capital One
12.2015 - 12.2016
Information Security
Capital One
07.2015 - 12.2015
Risk Coordinator
Capital One
10.2014 - 07.2015
Business Development Manager
Akers & Associates, Inc.
06.2009 - 08.2014
MBA in Project Management -
Ashford University
Bachelor of Arts - Political Science
University of Nevada Las Vegas