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Customer Service Human Resources

Bayamon, Puerto Rico, United States
August 12, 2018

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Urb. Metrópolis, *K-**, Calle 41

Carolina, PR 00987

Cel. 787-***-****

JOB TARGET HR Data & Reporting Analyst


Pro-active employee with hands-on exposure to Administrative, Compliance and BSA, Customer Services, Human Resources and cross training with multiple departments. Productive under the pressure of fast- paced environments, strict productivity guidelines, and minimum supervision. Ability to organize priorities and maintain a positive atmosphere among coworkers and clients alike. Proficient in “can do” culture to make the best of the team. Quick learner and always ready to assume new challenging roles. Exceptional communications and interpersonal skills. Fully Bilingual English and Spanish (written and oral) and American Sign Language.


2017 – Present ORIENTAL BANK

Regulatory Compliance Analyst

Responsible for creating a Complaint Management Monitoring policy and procedures for the Regulatory Compliance Unit.

Responsible for analyzing customer complaints and identify existing trends and potential compliance risks that enable management decisions and actions.

Thoroughly review all supporting documents related to the complaint for validation of data and root cause analysis.

Review and analyze data for trending purposes.

Work from verbal and/or written instructions.

Create detailed reports related to findings, observations, possible risks and root cause for corrective action plans.

Follow up with Customer Care managers to make sure manager escalation complaints are resolved in a timely matter.

Process and analyze data in context, looking for patterns to help management make timely informed decisions.

Ensure compliance with data privacy and federal consumer protection regulations.

Provide training on regulations to new hires and employees on a monthly basis.

Participate in all team meetings.

Participate in Continuous Improvement projects.

2009 – 2017 ORIENTAL BANK

Administrative Assistant for various Executives (COO, CFO, CCO)

Worked as Administrative Assistant for the Bank’s Chief Operating officer, Chief Financial Officer and Chief Compliance Officer. Currently working for the Compliance Department.

In charge of coordinating the agendas of all team members reporting to the Executive Team.

Process sensitive information in a strict confidential manner and serve as liaison between the SVPs and other Executives of other units in the bank.

Coordinates activities and event for 140 plus team members on the floor.

Member of the Employee of the Month Award Committee.

Coordinates events, travel plans, meetings and international and local conference calls

Prepares professional power point presentations for the Board of Director and Management.

Organizes and maintains electronic and hard copy files for Executives Offices.

Monitors office messages systems including voicemail, e-mails, texts and facsimile transmissions. Grace M. Soto-Andújar


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Performs as liaison with Human Resources helping them to coordinate meetings with various managers and activities for employees at the Operation Department.

Facilitates communications between all levels of the organization.

Cross trained with multiple departments such as Oriental Financial Services, Mobile Banking and eBanking Unit, Information Technology among others. 2007 – 2008 DEPARTMENT OF HOMELAND SECURITY – FEDERAL EMERGENCY MANAGEMENT AGENCY (FEMA)

Administrative Support Assistant (GS-0303-06/2)

Assistant to the Applicant Processing Service Manager.

Served as liaison between Human Resources and the employees providing internal customer service related to benefits, personnel files and interview coordination.

Serve as the organization's focal point for providing office management services with extensive responsibility for coordinating work outside the Organization.

Manage Supervisor's Outlook Calendar, meeting requests, and travel arrangements for all personnel.

Screen visitors and telephone calls for Supervisor and coordinate with a variety of individuals outside of the Organization to determine the appropriate person for responding to technical inquiries.

Maintain control records of correspondence and manage file system of action documents.

In charge of preparing a monthly Disciplinary Actions Report for Texas Branch and vacation calendar.

Process attendance information in WEB TA (HR Payroll System).

Coordinate composition and cases for Appeals Panels performed in Puerto Rico.

In charge of processing all PRNPSC Buck Requests (award system for employees).

Assisted the HR Department during the Out-Process of released employees. 2004 – 2007 BANCO POPULAR OF PUERTO RICO

Administrative Secretary

Assistant to the Senior VP of Marketing & Business Knowledge Division.

Customer Service support to the Bank's Reward Program “PREMIA”.

Performed as a liaison between all our Division employees and our centralized Human Resources Department ensuring all employees’ rights are guaranteed through processes and ensured all personnel data was updated in system.

SAP Computer Data Administrator for Human Resources. (Managed all employees' data such as vacations, personal information, licenses and leave requests).

Managed Time Data for non-exempt employees utilizing SAP Human Resources Software.

Processed new employees and provided information on Company's benefits, licenses and policies.

Administered master and confidential employee files for the Marketing Division, maintaining strict levels of confidentiality.

Coordinated travel arrangements for managers and other employees.

Division's petty cash administrator.

Processed managers' request for Corporate Credit Cards, Corporate Cellular phones, Business Cards and maintained updated records of documentation.

Processed all Suppliers' invoices for payment and answered suppliers' request of payment status utilizing Oracle and Loyalty Program Solution (LSP) Software.

Maintained a record of all Returned or Unclaimed Orders

Maintained all Suppliers Binders with complete cycle of purchase including: request, purchase order, receipt slip, invoice and payment documentation.

Issued yearly Inventory Report for all PREMIA goods and services redeemed.

Inventory of Office Supplies, Requisitions and trimester Division's equipment inventory report. Grace M. Soto-Andújar


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MBA Human Resources


Bachelors Degree in Office Systems Administration

SEMINARS Annual Regulatory Compliance Seminar (2018) Legal Compliance (Mortgage Bankers Association) (2018) Consumer Complaints: Your Company’s Broken Windows (2018) 2018 Predictions: Fair Lending in the Trump Era (2018) BSA Foundations: Back to Basics (2016)

The Challenges of Terrorist Financing in 2016 and Beyond (2016) Business Writing (2006)

Customer Service (2003)

PC SKILLS MS Word, Excel, Outlook, Access, Power Point, Publisher, SAP Human Resources Software, People Soft, Rewards Loyalty Program (LSP), HR-WEB TA (Time & Attendance). eManager, Customer Service Too

(CST), Workday Attendance, Akcelerant, IBS Sales Management, eOSCAR. LANGUAGES English, Spanish and American Sign Language

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