Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Rebecca Gonzalez

Miami Lakes,FL

Summary

Accomplished Lead Investigator and Service Manager with a proven track record at Wells Fargo, adept in forensic accounting and enhancing customer service satisfaction. Leveraging legal knowledge and exceptional communication skills, I spearheaded initiatives that significantly improved operational efficiency and compliance. Recognized for adaptability and a collaborative mindset, I excel in high-stakes environments, driving team success and organizational improvements.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Lead Investigator

Wells Fargo
10.2010 - 10.2024
  • Lead complex initiatives as key participant in investigations.
  • Conducted forensic accounting and investigated breach of information security policies.
  • Complied with company, legal and regulatory requirements.
  • Documented findings and prepared detailed reports.
  • Conducted face-to-face and phone interviews with employees, families, friends, and suspects, and documented investigative findings.
  • Maintained professional tone.
  • Self-motivated, with strong sense of personal responsibility.
  • Learned and adapted quickly to new technology and software applications.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Service Manager

Wells Fargo, NA
06.2008 - 10.2010
  • Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
  • Hired, trained and supervised team of teller staff members to meet business goals.
  • Analyzed service reports to identify areas of improvement.
  • Maintained a safe working environment by enforcing strict safety protocols and providing ongoing teller training on proper equipment use.
  • Conducted regular performance evaluations for teller members, offering constructive feedback and facilitating professional development opportunities.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Monitored teller staff performance with observations conveyed constructive feedback to improve skills.
  • Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
  • Established team priorities and maintained schedules.\

Branch Review Specialist

Wachovia Bank
02.2006 - 06.2008
  • Conducted county wide branch cash audits to include teller cash boxes, vaults, automated teller machines and currency recyclers reporting discrepancy findings and identifying malfeasance.
  • Conducted employee observations identifying areas of improvement in operational workflows, leading to increased productivity and reduced errors.
  • Contributed to continuous improvement initiatives by participating in process assessments and offering actionable suggestions for enhancement opportunities.

Teller Manager

Wachovia Bank
11.2000 - 02.2006
  • Improved customer satisfaction with prompt issue resolution and proactive communication.
  • Managed team of Tellers.
  • Cultivated strong relationships with clients by consistently providing exceptional service tailored to their individual needs.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
  • Maintained friendly and professional customer interactions.
  • Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
  • Complied with established internal controls and policies.
  • Promoted positive work environment through employee engagement activities and open communication channels.
  • Worked effectively in fast-paced environments.

Education

Associate of Arts -

Miami Dade College
Miami, FL
04.1991

Skills

  • Collaborative Mindset
  • Evidence Analysis
  • Interview Techniques
  • Interrogation Skills
  • Video Surveillance Systems
  • Deadline and Results-Oriented
  • Multitasking Abilities
  • Excellent Communication
  • Critical Thinking
  • Organizational Skills
  • Card Products Fraud
  • Identity Theft
  • AML/BSA Investigations
  • Embezzlement
  • Bribery and Corruption

Certification

  • Certified Fraud Examiner

Affiliations

  • Association of Certified Fraud Examiners

Timeline

Lead Investigator

Wells Fargo
10.2010 - 10.2024

Service Manager

Wells Fargo, NA
06.2008 - 10.2010

Branch Review Specialist

Wachovia Bank
02.2006 - 06.2008

Teller Manager

Wachovia Bank
11.2000 - 02.2006

Associate of Arts -

Miami Dade College

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Rebecca Gonzalez