OMAYRA CUEVAS PEÑA

Wealth Advisor Operations Specialist II

ad4riz@r.postjobfree.com • 409-***-**** • www.linkedin.com/in/omayra-cuevaspena

SUMMARY

Experienced Trust Operations Specialist II with a proven track record overseeing the precise processing of high-value transactions and grants. Four years of knowledge ensuring compliance with security, credit, and regulatory requirements and managing donor funds. Consistently recognized for exceptional performance with multiple career promotions and looking for an opportunity to continue my professional growth in banking operations.

SKILLS

Bilingual (Spanish) I Payroll I Employee Onboarding I Microsoft Office Suit I Finance and Banking I Loan Analysis I Fraud Prevention and Risk Management I Customer Service I Cash Vault Auditing I Branch Operations I Wealth Management I Loan Application Advisor I Regulatory Compliance I Banking Systems: CICS, LINKS, EWES

PROFESSIONAL EXPERIENCE

Trust Operations Specialist II, Frost Bank, Galveston, TX February 2019 – Present

Responsible for accurately processing over $100,000 in grants per week and high value transactions from clients or relationship/client management teams while ensuring that all security, credit, and background checks are completed before grants are issued.

Review grant, contracting, and administrative budgets to ensure they meet regulatory federal and state compliance guidelines for funding.

Balance accounts for all participating grant donors and maintain constant accuracy across LINKS verification system and EWES foundation management systems for over $500,000 in donor funds.

Take responsibility for developing and managing new procedures and initiatives that will improve the effectiveness and efficiency of grant review process and take on Foundation Administrator responsibilities when necessary.

Promoted from Personal Banker I to Trust Operations Specialist due to exceptional performance and continuously meeting development goals.

Personal Banker I, Frost Bank Clear Lake, TX December 2017 – February 2019

•Accurately and efficiently processed over 50 client transactions daily while maintaining compliance with operational, risk, security, and Frost Bank audit procedures and policies.

•Fostered an exceptional client experience and environment for all Frost Bank customers.

•Followed a consultative sales process and financial needs assessments to build thorough customer profiles and identify short and long-term financial needs.

Customer Service Supervisor, Sykes Enterprises Remote February 2014 – December 2017

•Managed a team of 5 Customer Service Representatives and provided training on communication and customer service protocols, and conducted evaluations on performance and surveys.

•Performed various roles and became adept at quickly learning different industries and product lines to provide the best customer service for the companies we were contracted for. Increased customer satisfaction on surveys by 10% across the team.

•Promoted from Customer Service Representative to Supervisor after consistently demonstrating and attaining top reviews from clients on performance and service offered to their customer base.

Customer Service Representative, Sykes Enterprises Access Remote February 2012 – February 2014

•Managed a team of 5 customer service representatives and ensured consistent compliance with company guidelines and measured their performance against specified KPI’s per representative.

•Interface effectively with a diverse customer base, utilize de-escalation techniques, communicate with patience and understanding, and propose ideal solutions for customer issues, resulting in a 20% reduction in attrition rates.

•Identify opportunities to improve the customer experience, deliver training to new hires on service standards, and achieve customer satisfaction scores of 91%-98%

•Serve as the escalation point for 5-10 major customer issues per week and served as the only bilingual representative in the territory.

Bilingual Customer Service Manager, Upstream Internet Chesapeake, VA March 2008 – November 2011

•Led a team of 6 bilingual customer service representatives, fostering a high-performance culture that consistently met and exceeded customer satisfaction targets.

•Developed and implemented bilingual customer service training programs, resulting in a 25% improvement in team's language proficiency and communication skills that we tested through various internal benchmark programs.

•Spearheaded the development of bilingual customer service policies and procedures, streamlining processes and enhancing overall service quality.

•Conducted regular performance evaluations, coaching sessions, and provided constructive feedback to team members, leading to approximately a 10% increase in overall team productivity.

Assistant Manager, Mayaguez Mall Mayaguez, Puerto Rico September 2004 – January 2007

•Recruited, sourced, interviewed, and hired qualified candidates for open positions within the mall and prepared and maintained all records related to hiring, termination, promotions, and leaves.

•Contributed to the growth of the company by hiring 15% of staff.

•Oversaw employee relation issues; incident reports, and investigations.

•Managed all payroll operations including payroll runs, reconciled deductions, direct deposits setup for new hires, stop payments, garnishments, unemployment, and workers comp claims.

EDUCATION

Interamerican University of Puerto Rico, San German, PR

B.A. Business Administration and Human Resource Management

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