Veronica Macias

Previously: Business Associate promoted after 8 months.

• Conducted complaint analysis across multiple lines of business to identify themes and opportunities for improvement.
• Facilitated cross-functional coordination with partners in line of business, operations, technology, analytics, control functions and other areas to understand business process impacting our customer journey and analysis.
• Present findings to multiple levels of leadership and conduct follow-through reports on progress of identified issues with leadership team.
• Developed business strategies by conducting deep dive analysis of closed complaint data and identifying opportunities in systems capabilities or procedure.
• Delivered successful analysis within Federal Reserve strict deadlines, ensuring compliance with regulation and consistent senior leader satisfaction on timely completion.

• Strategic Planning by creating 16 new Self Assurance processes for new department Customer Remediation which included, designing new processes, creating new process flowcharts and create scorecards based on procedures and checklists.
• Provide support and scoring guidance based on regulations, compliance, procedures, and policies.
• Provide subject matter expertise on documentation and data sources and exercise independent judgment to help mitigate risk.
• Prepare calibration score and facilitate calibrations across teams to ensure consistency of quality scores delivered to employees.

• Maintain 50+ case productivity, prioritizing research and next steps.
• Research, and resolve escalated inquiries and complaints requiring special handling to determine appropriate course of action after fully identifying customer’s issues.
• Create correspondence with business partners across various department and process complex and corrective transactions including monetary and non-monetary actions to fully address customer’s issues.

• Provide Administrative support to both School of Physical Therapy and the Athletic Training program
• Oversee budget for both programs, track all spending and work closely with Budget office of the University to ensure coding of transactions were accurate.
• Work closely with school director to create each semester’s class schedule for 350 students and make needed reservations for classrooms during registration.
• Coordinate with Office of Registrar to ensure proper paperwork was sent to incoming students and that files for each class and student were created.
• Increased efficiency in workplace by organizing and maintaining effective filing system for both physical and electronic documents.
• Assisted in the onboarding process for new employees by coordinating orientation sessions, preparing training materials, and serving as a point of contact during their initial transition into the workplace environment.

• Worked closely with government agencies such as workforce centers or vocational rehabilitation teams to maximize client resources and support.
• Provided ongoing support and guidance for clients during their job search, leading to increased confidence and motivation.
• Enhanced client employability by conducting thorough assessments and identifying individual strengths and weaknesses.
• Tracked client progress through detailed case notes and regular follow-ups, ensuring efficient service delivery.
• Established strong relationships with local employers to match clients with suitable job opportunities.

• Enhanced client satisfaction by providing personalized product recommendations and solutions based on individual needs.
• Achieved sales targets by consistently utilizing effective selling techniques and maintaining excellent customer relationships.
• Identified areas for improvement within existing accounts by conducting thorough analyses of their current usage patterns.
• Contributed to team success by sharing knowledge, supporting colleagues, and working collaboratively towards common goals.
• Maintained accurate records of sales activities in CRM systems for transparent reporting and performance analysis.

• Negotiated settlements on outstanding balances, reducing overall write-offs for the department.
• Managed a portfolio of delinquent accounts, resulting in increased recoveries and reduced losses.
• Contributed significantly towards the achievement of organizational revenue goals by ensuring timely and consistent collection efforts.
• Utilized advanced negotiation techniques to reach mutually beneficial agreements with debtors while maintaining professionalism at all times.