Walter Moreno
Alhambra,CA
Summary
Customer service professional with a strong focus on fraud resolution and compliance. Skilled in managing complex transactions and enhancing client relationships to drive operational accuracy and trust.
Overview
10
10
years of professional experience
Work History
Deposit Services Representative
City National Bank
Los Angeles, California
07.2024 - 03.2026
- Provide outstanding customer service to Escrow, Property Management and Title clientele
- Verbally confirm and authenticate clients for all money movement
- Execute stop payment requests for checks to prevent unauthorized transactions
- Obtain required information for wire transfers held in OFAC
- Follow risk management and compliance
- Prepared audit documentation to ensure compliance and operational accuracy
- Perform monthly preliminary reports and balance for clients
- Managed daily tasks and time to support project completion
- Conducted training sessions for new employees on company policies and procedures, enhancing onboarding experience
- Create and process excel spreadsheets through mass exchange
- Complete and submit CNB1 requests for necessary banking operations
- Fund ATF, IBA and IPX new accounts: a special process created for a specific set of clients
Card Fraud and Servicing Specialist
Pro Unlimited Contracting
Los Angeles, California
12.2021 - 02.2024
- Collaborated with clients on City National Bank card inquiries, resolving fraud disputes to enhance customer trust
- Coordinated communication between clients and internal teams to ensure timely resolution of inquiries
- Implemented forward-thinking strategies to enhance customer satisfaction and resolve concerns
- Answered customer calls promptly, reducing wait times and fostering positive customer experiences
- Addressed customer requests for products, services, and company information effectively
Cashier/Shift Leader
Arbys
Alhambra, California
03.2019 - 10.2020
- Maintained service speed below 60 seconds, whether working as cashier or backline
- Coordinated with team members to maintain efficient operations during peak hours
- Demonstrated extensive knowledge of sandwiches and allergens for customer safety
- Leveraged scoring and secret shopper feedback to pinpoint areas for operational improvement
- Ensured high standards of personal and company presentation under time constraints
- Balanced daily transactions on a computerized point-of-sale system
- Onboarded new team members in cash register operation, stock procedures, and customer service.
Barista
Starbucks
Alhambra, California
10.2018 - 01.2019
- Thrived in fast-paced environment, ensuring efficient service delivery
- Crafted customized drinks within 1-2 minutes to enhance customer satisfaction and meet strict time limits
- Managed customer lines of 20+ customers during peak hours, clearing them within 15-20 minutes
- Ensured consistency in drink preparation while adhering to ingredient measurements
- Utilized proper measuring techniques to maintain quality under time constraints
- Maintained comprehensive knowledge of all food and drink menu items
- Utilized computers and POS systems to streamline operations and improve service efficiency
Host
Korean BBQ
Alhambra, California
07.2016 - 07.2018
- Engaged customers to enhance dining experience, leading to increased customer retention
- Maintained high service speed while multitasking between customer interactions and table readiness
- Ensured table cleaning and preparation completed within 2-3 minutes
- Demonstrated comprehensive menu knowledge, including allergens and additives
- Estimated wait times for customers based on group sizes, improving customer satisfaction
- Trained and mentored nine new hosts, ensuring seamless service transition to full-time server role
Education
High school graduate -
Alhambra High School
AlhambraPasadena -
Pasadena City College
PasadenaSkills
- Banking operations and fraud resolution
- Customer service and support
- Technical proficiency
- Time management
- Attention to detail
- Adaptability
- Bilingual communication
- Professional demeanor
Timeline
Deposit Services Representative
City National Bank
07.2024 - 03.2026
Card Fraud and Servicing Specialist
Pro Unlimited Contracting
12.2021 - 02.2024
Cashier/Shift Leader
Arbys
03.2019 - 10.2020
Barista
Starbucks
10.2018 - 01.2019
Host
Korean BBQ
07.2016 - 07.2018
High school graduate -
Alhambra High School
Pasadena -
Pasadena City College