MONICA CASTAGNOLA

• Policies
• New business development
• Team building and leadership
• Strategic business planning
• Executive leadership
• Revenue growth
• Planning and coordination
• Employee coaching
• Marketing expertise
• Developed credit models to assist in the credit decisioning process.
• Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
• Improved understanding of financial statements, which helped in assessing risk.
• Performed credit reviews on corporations to assess financial conditions.
• Reviewed credit reports to comprehensively view borrowers' credit history and identify potential red flags.
• Gathered loan documentation for underwriting.
• Complied with internal controls and government regulations.
• Assessed credit risk and analyzed financial statements.
• Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
• Analyzed credit scores to determine borrowers' creditworthiness.
• Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
• Participated in loan committee meetings to provide input on lending processes.
• Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
• Collaborated with other teams to identify and mitigate risks impacting organization.
• Conducted industry research to understand economic conditions impacting borrower ability to repay loans.
• Analyzed and monitored portfolio credit performance against expectations and recommended improvement strategies.
• Maintained compliance with applicable regulations and laws governing consumer credit.

• Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
• Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Interacted well with customers to build connections and nurture relationships.
• Worked with marketing teams to create print and online advertisements to bring in new customers.
• Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
• Monitored daily cash discrepancies, inventory shrinkage and drive-off.
• Trained new employees on proper protocols and customer service standards.
• Mitigated business risks by working closely with staff members and assessing performance.
• Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Trained and motivated employees to perform daily business functions.
• Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
• Consulted with customers to assess needs and propose optimal solutions.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Assessed damaged materials and notified maintenance personnel of needed repairs.
• Prepared bank deposits and handled business sales, returns and transaction reports.
• Trained and guided team members to maintain high productivity and performance metrics.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Conducted audit inspections and independent checks to verify parts and materials.
• Assisted in recruiting, hiring and training of team members.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.
• Put together realistic budgets based upon costs and fees for successfully operating business.
• Implemented innovative programs to increase employee loyalty and reduce turnover.

• Executed wire transfers, stop payments and account transfers.
• Maintained up-to-date knowledge of competitors' products.
• Wrote and distributed customer correspondence.
• Maintained friendly and professional customer interactions.
• Cross-sold credit cards, loans and other bank products.
• Performed account maintenance by closing out accounts and changing customer addresses.
• Assisted customers with banking needs and inquiries.
• Trained new hires on customer service policies and procedures.
• Met with existing clients and prospects through personal calling efforts and other contacts to discuss business needs.
• Educated customers on online banking and mobile banking applications.
• Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
• Referred customers to other banking departments for specialized services.
• Assisted in planning portfolio growth through development of business plans in alignment with departmental budget and consistent with overall objectives.
• Processed wide variety of retail banking transactions for personal and commercial customers.
• Processed applications for new accounts.
• Generated monthly reports on customer activity and customer feedback.
• Established rapport with new clients to increase satisfaction and loyalty.
• Counted, verified and handled bank deposits and armored car transactions.
• Calculated fees due, interest and change for customer transactions.
• Received loan and utility payments, sending funds to correct destinations.
• Arranged monies received in cash boxes and coin dispensers according to denomination.
• Worked with borrowing clients to procure updated financial information on ongoing basis.
• Handled various accounting transactions.
• Reviewed deposit profitability analysis and outlined strategies to bring unprofitable accounts back to productive status.
• Monitored and verified suspicious activity on customer accounts.

• Helped new and existing clients open personal accounts, resolve issues related to online banking services, and navigate banks website
• Unlocked locked accounts and provided temporary passwords to provide access to online accounts
• Supported customer service representatives by addressing customer inquiries by phone
• Provide personal financial counseling, assist with lending services, and build relationships with existing customers to sustain high satisfaction ratings and retention
• Review and approve overdrafts and checks for cashing, and answer questions on accounts, loans, and statements
• Assist customers during loan and account application process, and close consumer and real estate and mortgage loans in accordance with internal and federal policies and procedures
• Greeted and interfaced with customers to facilitate daily banking transactions; provided exceptional customer service by providing exceptional banking services and addressing account and service concerns
• Cross-sold bank products and services to increase sales and revenues
• Balanced daily cash transactions and reconciled daily transactions to ensure accuracy
• Facilitated implementation of new and revised policies and procedures throughout branch and department
• Provided clients with information on bank accounts, institutional policies, financial products and related services
• Created strategic financial solutions to suit individualized client needs
• Performed cash and check balancing to verify all daily and monthly cash accounts for accuracy
• Devised targeted solutions for various customers, including deposit, lending and investment services
• Partnered with loan and mortgage partner and financial advisors to provide clients with optimal financial solutions
• Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
• Verified customer identity and reviewed documentation for accuracy.
• Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
• Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
• Maintained customer records and updated account information.
• Cross-sold bank products and services to meet customer needs and provide options.
• Monitored customer accounts to detect irregularities or suspicious activity.
• Provided customers with additional information regarding account services.
• Reconciled customer accounts and balanced daily transactions.
• Worked closely with management to strategize sales techniques to increase branch production and customer service.
• Informed customers of procedures for applying for services such as ATM cards, direct deposit of checks and certificates of deposit.
• Backed up teller team by handling needs of new and existing customers at main counter.
• Followed up with customers to gather feedback and provide additional assistance.
• Networked to increase client base and encourage existing clients to expand financial portfolios.
• Greeted customers and delivered information about new account processes.
• Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
• Activated new accounts and issued customer identification numbers.
• Utilized customer relationship management software to provide accurate and complete customer service.
• Explained account terms and conditions to customers.
• Presented new and additional products and services to existing customers.
• Promoted financial products by maintaining excellent service offering knowledge.
• Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
• Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
• Responded to customer inquiries regarding new accounts and account services.
• Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
• Expanded client base by promoting new financial products.
• Collected customer information and completed new account forms.
• Processed deposits, withdrawals and ACH transfers accurately.
• Expanded customer relationships by maintaining regular follow-up processes and rapport with each customer.

• Provided customer records, account statements and copies of checks.
• Reconciled cash drawer and resolved discrepancies.
• Disbursed cash and checks accurately while maintaining security of cash drawers.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Sold and cross-sold bank products to new and existing customers.
• Followed up on customer complaints and provided solutions to enhance customer satisfaction.
• Removed mutilated currency from circulation.
• Educated customers on use of banking website and mobile apps.
• Identified sales opportunities and referred customers to branch partners in financial services.
• Placed orders for customer checks and verified starting numbers.
• Assisted customers with compromised debit cards and issued new credentials.
• Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
• Maintained accurate records of customer transactions in line with bank procedures.
• Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
• Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
• Turned in excess cash to maintain drawer security.
• Monitored and reported suspicious activity in line with bank security policies.
• Audited fellow teller currency to contribute to dual-control procedures.
• Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
• Processed customer transactions promptly, minimizing wait times.
• Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
• Logged cashier's checks and other transactions to maintain accurate account records.
• Assisted with training of new tellers on policies and procedures.
• Counted and packaged currency and coins.
• Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.

• Coordinate order entry for Zone ad schedules and ensure that work flow for Zone orders are completed accurately and in a timely manner
• Track client tapes using the traffic system; Maintain files on all paperwork and electronic orders
• Assist Account Executives, Sales Management and technical staff to diagnose problems with schedule delivery
• Performs scheduling for television programs for actual on-air operations
• Prepares daily program log for scheduled programs and assigns promotional material to appropriate time slot using a computerized scheduling system
• Prepares daily program log by obtaining information such as source, location and length of program; coordinates the activities of subordinates
• Responsible for creating project timelines for all agency projects
• Coordinates all jobs and manages their workflow within the various departments of the agency through to final completion
• Physically moves jobs from one step of completion to the next
• Creates a job status report every day for all active jobs within the agency
• Responds to inquiries and complaints from viewers in regard to program scheduling verbally or in writing
• Coordinates with promotion department to solve logistical problems in coordination of on-air promotions for daytime and evening programming
• Verified commercial account information
• Eliminated process discrepancies, implementing continuous improvements for scheduling procedures across multiple client calendars
• Reviewed customer complaints to determine appropriate methods for resolution
• Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.

• Researched billing errors and discrepancies to initiate corrective action.
• Quantified debtor balances to avoid late payments and bad credit.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Negotiated to collect balance in full.
• Prepared and submitted legal documents to initiate court proceedings.
• Developed and documented collection procedures and policies to comply with government regulations.
• Used probing techniques to determine debtors' reasons for delinquency.
• Worked with customer to create debt repayment plan based on current financial condition.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
• Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
• Monitored customer accounts for payment delinquency and initiated collection efforts.
• Responded to customer inquiries and provided detailed account information.
• Counseled debtors on payment options and arranged installment agreements.
• Listened to customers and negotiated solutions that met creditor and debtor needs.
• Used skip tracing and other techniques to locate debtors.
• Maintained accurate records of customer accounts, payments and payment plans.
• Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
• Investigated customer credit references and approved credit lines.
• Entered client details and notes into system for interdepartmental access and review.
• Assisted in implementing procedures and policies to facilitate timely payments.
• Established relationships with customers to encourage payment of delinquent accounts.
• Processed debtor payments and updated accounts to reflect new balance.
• Trained new team members on scripts, company services, and collection strategies.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Maintained high volume of calls and met demands of busy and productive group.
• Analyzed customer financial records to determine appropriate payment plan.
• Generated and distributed monthly customer statements.
• Achieved performance goals on consistent basis.
• Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
• Contacted customers to discuss past-due accounts and negotiated payment plans.
• Processed payments and applied to customer balances.
• Initiated repossession process or service disconnection upon failure of other collection methods.
• Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
• Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
• Researched accounts and completed due diligence to resolve collection problems.

Audiovisual Communication and Interactive Media, Lima- Peru

• Study Abroad: Lima-Peru

• Study Abroad: Lima- Peru