Jose Carlos Pineda

El Paso, TX ***** 915-***-**** linkedin.com/in/elp-carlos-pineda-2332ab72

OPERATIONS MANAGER

Collaborative operations manager with extensive experience with project management, process improvements, and leadership. Adept at examining procedures and business needs, and leverages strategic thinking, industry knowledge, and problem-solving skills to implement process improvements that enhance efficiency, exceed stakeholder expectations and achieve organizational goals. Adapts quickly to business requirements while exercising sound judgment and adhering to internal policies. Proven ability to lead and mentor high performing teams. AREAS OF EXPERIENCE

Project Management Key Performance Indicators (KPIs) Change Management Staff Leadership Communication Skills Cross-Functional Collaboration EXPERIENCE

Charles Schwab Corp., El Paso, TX 10/2016–10/2023

Team Manager–Operational Services Account Solutions Investor Services Successfully lead and motivated team of processing representatives and team lead.

• Mentored, developed, and focused on team engagement to better serve the client.

• Company Glint Engagement Score ranged between 97% to 100%.

• Partnered with peers and team lead to mitigate risk when making exceptions for best client experience.

• Built solid relationships with both peers, team, and business partners for efficiency.

• Collaborated with Director to ensure a well thought out plan for addressing blind spots/possible problems with initiatives/projects.

• Reviewed and submitted monthly plan of supervision to director; reviewed for processing accuracy, call quality, and other requirements.

• Collaborated with business partners such as Hotline teams and branches to streamline processes to facilitate and enhance client needs and experience.

• Self-development training to include with individual team members on career goals with Schwab. Team Lead/Acting Team Manger-Operational Services Account Solutions Investor Services Supervised Investor Services contingent workforce, and supported team.

• Team approvals in Enlighten system, planned and reported to improve team performance.

• Promoted team engagement by running daily Turbos. Sr. Specialist-Operational Services Account Solutions Advisor Services Approved and denied trading options. Provided support to other Account Solutions teams, Document Control and handled requests from business partners.

• Reviewed and approved all required regulatory information on client applications to mitigate firm liability.

• Provided support to Manager to ensure efficiency of team functions.

• Provided support and guidance to team members, to include other 9/10s, on regulatory questions and needed information for processing applications correctly. Operations Administrator-Document Control

Created cases for client documents in system for business partners to process. Routed document cases to correct teams for processing.

Jose Carlos Pineda 915-***-**** Page 2

Charles Schwab Corp., El Paso, TX 10/2016–10/2023

Operations Administrator-Document Control, Month Year – Month Year (Continued)

• Responsible for receiving client documents. Prepared and scanned client documents, to include scanning checks into CDA for deposit.

• Worked in microfilm to assist business partners with locating customer documents.

• Corrected cases that automated system created in error.

• Assisted business partners in locating original copies of documents.

• Worked with CVRC to authenticate client information.

• Attained series 7, 63, 9/10 licenses.

Swissport Cargo Services (formerly America West, US Airways, Servisair), El Paso, TX 11/1997–04/2016 Cargo Operations Manager

Prepared monthly reports, budgets, profits, and loss statements, tracked expenditures to maximize revenue, as well as processing vendor invoices for payment, and services billing to each airline.

• Responsible for managing Cargo operation.

• Contracted by American Airlines, Delta Airlines, and United Airlines to oversee the acceptance and export of domestic and international freight.

• Trained agents to comply with TSA, FAA, Customs, USDA regulations, acceptance of Hazardous Materials, and Fish and Wildlife regulations.

• Supported various human resources/administrative functions; to include hiring and processing of new employees, processing separations, leave requests, time and attendance. ADDITIONAL RELEVANT EXPERIENCE

Swissport Cargo Services (formerly America West, US Airways, Servisair), El Paso, TX Cargo Agent

Responsible for acceptance and delivery of freight to customer. Loaded and unloaded freight from aircraft and trailers. Forklift certified.

EDUCATION

Business Administration

University of Texas at El Paso, El Paso, TX

LICENSES

FINRA Series 7/SIE FINRA Series 63 FINRA Series 9/10 TRAINING

Attended various supervisory trainings.

SOFTWARE COMPETENCIES

Microsoft Office Applications (Word, Excel, and Outlook) Fax microfilm CVRC MyQ Data Cap CDA 001 and 002 Reports CH2 Reports Enlighten MyQ My IT My Access

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