Financial Analyst Customer Service

MICHAEL GABRIEL MENDOZA

adcsmf@r.postjobfree.com 213-***-****

WORK EXPERIENCE

APRIA HEALTHCARE (BLACKSTONE GROUP)

SENIOR DATA SUPPORT ANALYST Apr 2012 - Jul 2019

• Managed and led successful delivery of team’s projects for an optimised operations through market data analysis and research, pipeline planning, designing market pricing strategies with senior executives based on revenue / product / region nationwide, delegating tasks, staff training on new and improved systems and processes, and interaction with different departments to facilitate workflow efficiency

• Improved user experience for clients, employees and administration by using strong technical skills as an expert in data integrity analysis of AS400, quality control testing of staging data servers, and providing sup- port to data analysts and end users

• Drove pricing strategies on both actual market situation and hypothetical models and translated these into system rules and conditions by utilising extensive product knowledge and strong system skills in data analyses

METROPOLITAN LIFE INSURANCE (METLIFE)

TECHNICAL SPECIALIST May 2010 - Mar 2011

Responsible for analyzing and designing solutions to networking issues, providing technical support to other departments, as well as troubleshooting, diagnosing and solving issues with both hardware and software. Provide systems analysis development, installation, modification, maintenance, monitoring and/or integration of computer operating systems, applications, networks and databases to meet business needs. Travel to var- ious office locations (6 offices from OC to LA) to fulfil the needs of the agency and sales representatives and network hardware maintenance.

• Streamlined computer network systems and User profile reimaging process, increasing work produc- tion by 30%.

• Developed New Business weekly GDC earnings tracker MS Access database for regional Director and senior management.

• Created support procedures from level 1-3 for 300 users (hardware/software) resulting in workflow efficiency, organization and agency cost savings.

• Performed various IT professional tasks such as Network and Systems administration, Database management, as well IT user support

SAFEGUARD DENTAL & VISION (a METLIFE company)

COLLECTIONS SENIOR ANALYST May 2008 - May 2010

Maintained reports for review and follow up for collections purposes. Responsible for quality control and data integrity as it pertains to collections. Maintained and monitored the overall collections process, procedures, system reports and Excel. Consistent and professional communication with appropriate staff to resolve cus- tomer issues. Collected, verified and recorded key information on accounts for billing and/or litigation pur- poses. Interfaced with Account Managers, Account Executives and Market Presidents to research and dis- cuss customer issues. Investigated, analyzed and followed up for the collection of delinquent accounts as well as insuring that all current accounts receive consistent daily attention. Made collection calls with tact, courtesy and results. Provided update on collections statistics and prepare high-level executive status re- ports as required by manager and director. Assists with related projects as required.

• Streamlined collections process, procedures, and reporting (resulting in reduction of staff, eliminating department redundancy)

• Developed and implemented a Collections MS Access database

• Performed data integration project conversion / management with high level senior executives

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SAFEGUARD DENTAL & VISION (a METLIFE company)

BILLING COORDINATOR III Jan 2008 - May 2008

Proactively administered the billing and eligibility for assigned book of business. Accurately posted payments as received from daily system batches. Reconciled, audited and resolved payment discrepancies. Eligibility processing – adds, terms, COBRA & other changes as requested by group. Processed invoice submittals and client/broker requests based on established guidelines. Escalated exceptions to team lead and/or man- ager proactively. Met and exceeded service level agreement established for the department. Performed ex- cellent customer service orientation and handling of irate customers. Resolved group billing and eligibility complaints or issues on service problems while maintaining a friendly, helpful manner to clients which in- cludes troubleshooting and escalation of unresolved problems. Adhered strictly to accurate, thorough docu- mentation and record keeping of all account information and activity for problem solving purposes. Main- tained an organized member information by performing due diligence process. SAFEGUARD DENTAL & VISION (a METLIFE company)

ACCOUNTANT III / FINANCIAL ANALYST Aug 2007 - Jan 2008 Responsible for Escheat project maintenance, data integrity, account reconciliation, and Escheat project de- velopment of MS Access data tracking database system. Financial reporting of the following: market produc- tion, membership activity, performance of products by market, ageing billing analysis, BULR report, special project audit support, and data conversion from Excel workbooks to MS Access database SQL filters result- ing in a 70% efficiency increase of department daily and monthly report delivery to executive management. LEHMAN BROTHERS

SERVICING SPECIALIST / ESCROW PORTFOLIO ANALYST Aug 2006 - Jul 2007 Responsible for data integrity of Loans (“Boarding”) into Servicing System at time of funding. Performed daily cash management and posting of payments in servicing system. Processed payoff requests. Developed and sent out monthly investor reports. Handled client queries and issues. Assisted in maintenance of delinquent portfolio and monthly billings. Purchased portfolio management of new loan transfers, escrow impound ac- count management, and property tax compliance auditor. STRATEGIC PROPERTY ASSOCIATES

DATA MANAGEMENT ANALYST Sep 2003 - May 2006

Commercial Mortgage Backed Securities (CMBS) interpretation of legal loan contracts for loan reserve ac- counts and trigger events of commercial real estate properties. New loan setup using AS400 secured bank- ing online system. Transferring of funds to the correct allocated accounts. Portfolio client contact online and over the phone for audit of requested asset reimbursement. ONYX ACCEPTANCE COPORATION

CUSTOMER SERVICE/COLLECTIONS SUPERVISOR Aug 2001 - Sep 2003 Duties include car collection call center account management of delinquent account from 1 to 30+ days. As- sisted delinquent clients to bring the account to current with payment options acceptable based on corporate guidelines. Analyzed the needs of the client to ensure delinquency is resolved and client stays current. High volume of inbound and outbound calls with minimal supervision to research and resolve billing issues. SPOTTED GRAPHIX

DATABASE ANALYST / TECHNICAL SUPPORT Sep 2000 - Jul 2001 Managed, modified, and monitored all incoming / outgoing information from corporate firewall server. Per- formed technical support management, project support, and daily links audit. Scan for virus and possible out source taps into the corporate system. Designed databases using Microsoft Access and Visual Basic ap- plications. Work Station diagnostics of hardware performance, computer upgrades and installation of soft- ware, and trouble shooting computer malfunctions and conflicts. LONG BEACH MORTGAGE

LOAN SERVICING ACCOUNTING AUDITOR Jul 1999 - Jul 2000 Managed, modified, and audited spreadsheets containing monthly loan transactions. MS Access database design for daily and monthly reports of escrow and interest accounts. Developed new procedures in the ac- counting for daily and monthly escrow and interest earnings resulting in operational efficiencies.

• Streamlined accounting policy and procedures of the tracking of cancelled/unfunded loans and escrow impound accounts resulting in cost savings and operational efficiencies.

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EDUCATION

1995 - 2000: UNIVERSITY OF LOS ANGELES (UCLA) – WESTWOOD, CA

• MAJOR: B.S. PSYCHOLOGY

2000-2001: COMPUTER EDUCATION INSTITUTE

CERTIFICATE IN COMPUTER NETWORK

MICROSOFT CERTIFIED PROFESSIONAL

MICROSOFT CERTIFIED WORKSTATION 4.0

TECHNICAL SKILLS

OS: MS WINDOWS 2000, XP, Win7, Win10, MS NT 4.0, Linux, COMPUTER HARDWARE / NETWORKING OFFICE: MS OFFICE, Fox Pro, VIZEO

MORTGAGE BANKING SYSTEMS: PCFS, EXCELIS, AS400

DATABASE: AS400, MS ACCESS DESIGN, DOS, SQL DATABASE / SERVER, HTML, PYPHON, COBALT ACCOUNTING SOFTWARE: GREAT PLAINS DYNAMICS, MAS90, NAVISION, NOVA DIALER SYSTEMS: Mosaix

TRAININGS:

PATRIOT ACT

SARBANES OXLEY ACT

ANTI MONEY LAUNDERING ACT / SECURITIES FRAUD AWARENESS

HIPAA (Health Insurance Portability and Accountability Act)

MANAGEMENT TRAININGS

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