Veronica Mendoza
Fontana,CA
Summary
Skillful Operations Analyst adeptly supporting system management and problem resolution to improve records management. Over 17 years of experience managing customer activity, addressing technical issues and maintaining system operations. Skillfully assessed operational procedures, providing hands-on experience analyzing records and investigating complex troubleshooting issues. Accomplished expert navigating latest compliance regulations and service-level agreements, maintaining strict compliance with updated standards.
Overview
17
17
years of professional experience
Work History
Market Operations Analyst
Bank of America
01.2023 - Current
- Experienced in generating comprehensive reports to communicate financial data effectively to stakeholders, enabling informed decision-making for 5 Financial Centers in Glendale-Burbank area.
- Demonstrated expertise in identifying, assessing, and mitigating risks within financial operations and processes
- Thorough understanding of relevant laws, regulations, and industry standards governing financial transactions and operations
- Experienced in analyzing existing processes and identifying areas for enhancement to increase efficiency and effectiveness
- Conducted comprehensive financial audits to assess compliance with regulatory requirements, internal policies, and industry standards.
- Optimized operational efficiency by analyzing and streamlining processes.
- Created custom reports and visualizations to support decision-making processes.
Financial Center Assistant Manager
Bank of America
07.2015 - 01.2023
- Team Leadership, Customer Service Excellence, Operational Efficiency, Sales and Business Development, Risk Management and Compliance, Relationship Management.
- Manage team of 10 plus.
- Developed strong working relationships with staff, fostering positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Created employee schedules to align coverage with forecasted demands.
- Streamlined store operations for increased efficiency, implementing new processes and procedures.
Sales and Services Specialist
Bank of America
01.2013 - 07.2015
- Customer Engagement, Sales and Cross-Selling, Account Management, Financial Advisory, Customer Service Excellence, Compliance and Regulatory Adherence, Team Collaboration
- Increased sales revenue by consistently meeting and exceeding sales targets through effective product presentation and client relationship management.
- Developed strong rapport with customers, fostering loyalty and trust for sustained business growth.
- Streamlined internal processes for better efficiency in client follow-ups, leading to increased customer satisfaction rates.
Personal Banker
Bank of America
01.2011 - 01.2013
- Customer Relationship Management, Sales and Product Promotion, Financial Advisory, Account Management, Compliance and Regulatory Adherence, Team Collaboration
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
Senior Teller
Bank of America
07.2007 - 01.2011
- Cash Handling and Transactions, Customer Service, Sales and Referrals, Transaction Processing and Documentation, Team Leadership and Training, Compliance and Risk Management, Branch Support
- Coached and trained 5 of new bank tellers.
- Resolved complex customer issues promptly and professionally, maintaining focus on achieving positive outcomes for both client and bank.
- Conducted thorough audits of teller cash drawers, vaults, and ATMs, contributing to branch compliance with internal controls and regulatory standards.
- Boosted branch sales performance with proactive cross-selling of bank products and services to meet individual customer needs.
- Meticulously monitored cash drawer activity, ensuring accuracy in transaction processing and adherence to strict security protocols.
Education
MBA - Business Administration
University of Arizona Global Campus
Tucson, AZ12.2023
Bachelor of Science - Criminal Justice
California State University - Long Beach
Long Beach, CA05.2010
Skills
- Operational Efficiency
- Workflow Optimization
- Data Analysis
- Internal Auditing
- Risk mitigation strategies
- Financial Leadership
- Regulatory Compliance
- Critical Thinking and Analysis
Affiliations
- Hispanic/Latino Organization for Leadership and Advancement (HOLA)
- Inter-Generational Employee Network (IGEN)
- Leadership, Education, Advocacy, and Development for Women (LEAD)
- Parents and Caregivers Network
Languages
Spanish
Professional Working
Timeline
Market Operations Analyst
Bank of America
01.2023 - Current
Financial Center Assistant Manager
Bank of America
07.2015 - 01.2023
Sales and Services Specialist
Bank of America
01.2013 - 07.2015
Personal Banker
Bank of America
01.2011 - 01.2013
Senior Teller
Bank of America
07.2007 - 01.2011
MBA - Business Administration
University of Arizona Global Campus
Bachelor of Science - Criminal Justice
California State University - Long Beach
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