Bilingual Banking Claims & Customer Operations Support

Ricardo J. Calderon

Bilingual (English / Spanish) Customer Operations Banking Claims Support

**** *** *** **** *** #7 - Silver Spring, MD 21906 240-***-**** - Ricardojcalderón@Verizon.Net

PROFESSIONAL SUMMARY

Bilingual (Spanish/English) operations and financial services professional with experience in banking, insurance support, and high-volume customer engagement. Proven ability to resolve complex account issues, process financial transactions, and deliver accurate, compliant service in fast-paced environments. Background includes IT project management, process improvement, and cross-functional coordination in enterprise settings. CORE SKILLS

Bilingual Customer Support (English/Spanish)

Claims & Account Resolution

Fraud & Dispute Handling

Financial Transactions & Wire Processing

Regulatory Compliance & Documentation

Cross-functional Coordination

High-Volume Call Center Operations

Process Improvement & Problem Solving

PROFESSIONAL EXPERIENCE

Rekor Systems, Inc. — Bilingual Customer Service Representative Dec 2025 – Apr 2026

Managed high-volume inbound inquiries (English/Spanish) related to parking violations and uninsured motorist issues, consistently delivering first-call resolution Verified violation evidence and validated vehicle/account data with strong attention to detail and compliance standards

Processed payments and billing inquiries while maintaining confidentiality and adherence to program guidelines

Navigated multiple systems simultaneously to document interactions accurately and efficiently Delivered empathetic, professional service in a metrics-driven call center environment Wells Fargo Bank, N.A. — Personal & Business Banker Jan 2024 – Mar 2025

Provided comprehensive support across personal and business accounts, including trust, estate, and security accounts

Resolved fraud cases, check discrepancies, and unauthorized transactions Processed domestic and international wire transfers ranging from $100 to $3.5M with full verification protocols

Built strong client relationships through high-quality service and effective referrals to internal partners

Maintained strict compliance with banking regulations and security procedures Amazon Services LLC — Operations Associate / Yard Marshal / Shift Assistant Jul 2016 – Dec 2023

Coordinated daily last-mile delivery operations to ensure timely and accurate package distribution

Conducted route audits and resolved delivery issues to maintain service standards Investigated missing packages and implemented corrective actions to reduce loss Supported operational efficiency in a fast-paced, high-volume logistics environment Lockheed Martin — Senior IT Project Manager

May 2010 – Apr 2015

Led planning, scheduling, and execution of IT infrastructure and system implementation projects

Managed timelines, budgets, and stakeholder expectations across complex initiatives Resolved project risks including scope changes and evolving business requirements Delivered process improvements that enhanced operational efficiency across the organization Implemented solutions that accelerated workflows and generated approximately $250K in annual cost savings

AECOM (SSI Services) — Accountant

Sep 2008 – Apr 2010

Managed financial operations for a $70M government contract supporting the Intelligence Community

Oversaw subcontractor financials and ensured compliance with contractual requirements Partnered with program, contracting, and finance teams to align financial processes Improved accounting workflows by implementing tracking systems tied to project software ADDITIONAL EXPERIENCE

Real Estate Agent — Fairfax Properties / Samson Properties / RE/MAX 2009 – Present

Guide clients through home buying/selling process, coordinating inspections, appraisals, and closings

Maintain strong client relationships through consistent communication and service EDUCATION

University of Maryland, College Park

Bachelor of Science — Accounting & Management

Montgomery College

Associate of Arts — Business Administration & International Business

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