Redbridge Securities

Review new entity account requests for approval (Review KYC and CIP docs)

Correspond with clearing firm (Apex) regarding new entity account openings 

Review new Plaid bank account link discrepancies 

Developed Quality Program and KPI’s, including Quality Scorecards, to measure the effectiveness and quality of CSR communications with customers

Responsible for consulting with relevant Business Partners regarding policy & procedure subject matter

Developed and mapped entire IRA procedure in conjunction with CCO and Director of Operations

Mapped ACAT process to build policy and procedure

Assisted with streamlining the IPO IOI process to ensure all IOI’s are captured in a timely fashion and to prevent those indicating interest from missing the ability to receive an allocation of shares

Analyzed FinCEN(314a) report for possible bad actors

Analyzed Employee Trading reports to ensure no trades were placed with symbols on restricted list

Analyzed Conflicting Transaction report for possible discrepancies in Deposit and Order transactions

Analyzed Cash Movement report for possible discrepancies with cash deposits and lack of purchases made from account

Maintained personal Book of Work with 15 projects completed within first 90 days

Authored the Deceased Customer Policy & Procedure without pre-existing framework

Compliance Analyst

Santander Consumer USA

I am responsible for the oversight and execution of projects within the Executive Office, Complaints department. I am also responsible for a team of 4 Quality Control analysts that review ad-hoc and regulatory written correspondence. 

•	Responsible for reviewing state and regulatory (i.e.; CFPB, BBB, OAG, etc.) exam requests and for collaborating with our internal exam teams to provide artifacts that pertain to our Complaints process
•	Responsible for communicating with exam teams regarding questions related to artifacts provided
•	Authored and developed the Complaints Playbook outlining key people and processes within the Customer Complaints and Experience function
•	Collaborate with other lines of business and stakeholders to ensure processes, policies, and procedures are up-to-date and accurate
•	Assists business leaders within the Executive Office, Complaints space with writing policy/procedure
•	Collaborate with other lines of business and stakeholders to ensure projects are coordinated and completed accurately and deliverables are on-schedule
•	Responsible for ongoing maintenance and execution of items in the Executive Office, Complaints department Book of Work
•	Collaborate with our internal Compliance group to ensure we are adhering to our processes and procedures, as well as regulatory and state expectations 
•	Responsible for the coaching and development of the Quality Control team
•	Authorized to make final decisions regarding any disputes that come from the Significant Complaints – Writing team on graded correspondence
•	Facilitate ongoing calibration and collaboration efforts amongst the Writing team and the Quality Control team
•	Conduct Deep Dive analysis on complaints and written responses that come through the CFPB, BBB, OAG portals
•	Designated as Alternate Business Continuity Coordinator, responsible for quarterly testing of our Emergency Notification System and Business Continuity Plans

Program Manager

I lead a team of 14 employees in the Servicing department for Loss (blended environment for SC & CCAP, most recent experience is with CCAP retail & lease accounts), providing them feedback and development via side-by-sides, account reviews and call reviews to perfect their collection skills and increase their understanding relative to current business need. 

•	Collaborate effectively with my peers to ensure critical deadlines and items/projects are met and completed
•	Received manager of the month recognition 6 times while in this role
•	Rated “Exceeds Expectations” for 2019 and have been rated “Exceeds Expectations” every month so far in 2020
•	Developed several spreadsheets and reports used by managers across servicing to help put a visual to trends/patterns for their associates as it relates to their associate’s productivity. This reporting tool helps the managers quickly identify areas of strength and opportunity for their agent’s KPI’s in Rankings, trends in QA calls, and trends with LILO/Utilization, and other metrics used to measure productivity and performance.
•	Consistently held a top performing team with QA Analysis (Call Quality) and consistently managed my teams to have the lowest fail rates on the floor
•	Conducted interviews of internal and external candidates, making recommendations for hire
•	Assisted with Complaint Audit: running queries, root cause identification of issues, process analysis, and submitting suggestions for process improvement to enhance customer experience (utilized SQL)
•	Managed Productivity through various reports and systems (phone utilization, log in/log out reports, average handled time, call quality via CQM & Eureka/Call Miner) and was able to effectively communicate the results, and their impact directly on the associate and business) to create positive change
•	Assisted I.T. with deploying agents with their laptops to work from home
•	Owned Fee and Small Balance Waiver Process

Business Operations Manager

TD Auto Finance

Customer Service Team Leader  05/15 – 10/15
I led a team of approximately 12 employees in the customer service department plus 6 bilingual customer service representatives across 3 in my office and 3 offsite in Jacksonville, FL. My job was to provide them feedback and development via call reviews to perfect their servicing/people skills and increase their understanding relative to specific common questions (title issues, payment issues, etc) and to current business need. I also approve for units to be taken out of the country, research title laws, take complaint/compliment feedback, and provide insight to senior level management on current complaint trends and topics.
•	Held a top 50% Customer Service team 75% of fiscal year
•	Invited to attend company sponsored Speed Mentoring event by senior level management as a mentor
•	Was selected to conduct analytical report using Excel on current trending complaint topics and suggest and communicate solutions and/or system fixes to reduce number of complaints to senior management; Skills used: LEAN, DMAIC, 5 Whys

Customer Service Team Manager

I led a team of approximately 6-9 employees in the Spanish Collections department, providing them feedback and development via side-by-side queue reviews and call reviews to perfect their collection skills and increase their understanding relative to current business need. I also approve for units to be taken out of the country, analyze and approve repossession/charge off/skip – ready accounts, and provide insight to senior level management on current delinquency trends as the Spanish department handles accounts from 0 – 90 dpd.  
•	Held #1 ranking out of 2 Spanish Collection teams first month as supervisor until teams were combined into 1
•	Led a project to re-vamp the rankings/merit system for the Spanish department. This involved detailed data analysis of all KPI’s, removing delinquency metrics (as could be considered disparate treatment to measure delinquency of specific ethnic group) and keeping/replacing those with performance based KPI’s to get a true measurement of the individuals performance in a non, potentially discriminatory way. Skills used: LEAN (DMAIC), 5 Whys
•	Appointed by senior level management as Community Relations Ambassador due to my exceptional performance
•	Invited to attend company sponsored Speed Mentoring event by senior level management as a mentor
•	Nominated for Quarterly Spark award due to my top performance during the first quarter of 2014

Spanish Collections Team Leader

I lead a team of approximately 6-9 employees in the Early Stage Department, providing them feedback and development to perfect their collection skills and increase their understanding relative to current business need. 
•	Held #2 ranking out of 5 Early Stage teams first month as supervisor
•	Developed an Early Stage dialer strategy in collaboration with the Dialer Team to help maximize dialer penetration and cure percentage despite lower than desired staffing
•	Assisted in training new Early Stage TL’s
•	Effectively managed 2 teams (Dallas Early Stage Team 2 and entire ESP department) in the absence of ESP Team Leads
•	Coached agents on perfecting their collection and critical thinking skills to generate more payments coming in to the business

Collections Manager

I help leaders create thriving environments and cultures by connecting them on a deeper level with themselves.

📸 IG: the.leadership.coach66

🟦 FB: Rebecca Ramirez

TikTok: the.leadership.coach66

YouTube: the.leadership.coach66

I have over 10 years experience in the auto finance industry and have held various positions ranging from leadership to process management. I started as a loan discounter when I was 20 years old and through hard-work, and proven, effective results, I achieved a leadership position within my first 5 years in the industry! I am an effective communicator, able to understand different personality types and convey important messages in the style that best suits that individual. Specializing in: call center management, program management, project management, people management, deep dive analysis, and root cause analysis as it relates to customer complaints and feedback. At least 5 years experience with working directly with regulators, auditors, and state examiners including: CFPB, BBB, Attorney General offices, etc.

I am also a mobile notary/loan signing agent.

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