Customer Service Operations Support

Howard G. Gonzalez

**** ** *** ******, ***. ***E · Miami, FL 33126

786-***-**** *******.********@*****.***

Professional Summary

Detail-oriented and bilingual banking professional with over 15 years of progressive customer service experience, 6+ years of data processing and financial documentation management, and deep knowledge of banking operations and regulatory compliance. Proven ability to support operational departments through high-volume transaction processing, account servicing, and document control. Adept at cross-functional collaboration, risk mitigation, and delivering client-centered support in fast-paced financial environments. Core Competencies

- Bank Operations Support

- Regulatory Documentation (1099, 1098, Escrow Analysis)

- Account Servicing & Statement Generation

- Client Verification & Fraud Mitigation

- Transaction Monitoring & Reporting

- Digital & Manual Recordkeeping

- Cash Handling & Payment Processing

- Bilingual Client Communication (English/Spanish)

- Multi-Line Phone Systems & CRM Tools

- Microsoft Office Suite Mac OS Core Banking Software Professional Experience

Helm Bank U.S.A. - Miami, FL

Bank Operations Support Agent (May 2020 - Present)

- Process and generate financial documents (1098s, 1099s, DDA statements, escrow analysis, billing notices).

- Coordinate account closure and year-end reports for tax documentation.

- Review and issue Pay-Off Letters for clients/brokers.

- Conduct fraud mitigation: transaction validation emails, card blocks/unblocks.

- Respond to internal/external client inquiries via email and phone.

- Maintain document control aligned with policies and regulations. Howard G. Gonzalez

5199 NW 7th Street, Apt. 307E · Miami, FL 33126

786-***-**** *******.********@*****.***

Space Coast Credit Union - Miami, FL

Member Service Representative (March 2016 - August 2019)

- Teller operations: withdrawals, deposits, account setup.

- Promote financial products aligned with KPIs.

- Routine ATM inspections and support fraud detection.

- Deliver frontline service ensuring transactional accuracy. Coral Gables Animal Hospital - Miami, FL

Veterinary Administrative Assistant (June 2012 - January 2016)

- Maintained HIPAA-compliant records and billing documents.

- Supported daily operations and customer service. American Ambulance / Palmetto Hospital - Miami, FL Patient Intake & EMT Intern (January 2011 - December 2012)

- Collected vitals, created intake reports, supported triage documentation. Miami Animal Hospital - Miami, FL

Front Desk Coordinator (December 2011 - June 2012)

- Managed patient registration, billing, x-ray prep, insurance handling. Pet Supermarket - Miami, FL

Retail Sales & Cash Control Associate (March 2010 - June 2011)

- Operated POS, balanced drawers, managed inventory and store closeout. Education

Miami-Dade College - Miami, FL

Curriculum: Education (In Progress)

Howard G. Gonzalez

5199 NW 7th Street, Apt. 307E · Miami, FL 33126

786-***-**** *******.********@*****.***

City College - Miami, FL

Curriculum: Paramedic/EMT Studies (Jan 2011 - Dec 2012) Certifications & Technical Skills

- BSA/AML Awareness (Bank Secrecy Act) - Familiar

- Data Entry & Document Management

- Microsoft Word, PowerPoint, Outlook

- Core Banking Systems & CRM platforms (experience-based)

- MAC OS and Windows Systems

- Spanish: Fluent English: Fluent

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