OPERATIONS MANAGER Summary Experienced client service professional accustomed managing teams functioning fast-paced environment support multiple products across various business units. Solid background building strong effective teams Highlights KYC, Anti Money Laundering, legal documentations Excellent organizational time management skills Strong interpersonal communication skills levels Microsoft Office (Excel, Word, PowerPoint, SharePoint, Project) Employee relations (hiring, terminations, performance management, development) SEC Licenses Series 6 63 (Expired. Willing retake.) Proficiency Adobe products (Photoshop, Lightroom, Illustrator) Spanish fluency, oral written Experience 02/2010 08/2014 Operations Manager Company Name － City State Managed team four client service officers responsible day-to-day operations onboarding process. Directed supervised daily activities teams primary focus enhancing client's experience, mitigating risk, identifying areas improvement. Performed Quality Assurance reviews approved due diligence reviews completed staff. Collaborated managed assigned projects cross-functional teams departments including data document collection review, technology, sales client services groups across firm. Coordinated Front Office, Credit, Compliance, AML compliance global client onboarding teams understand client/deal structure agree requirements/responsibilities. Participated development drove implementation department policies and/or procedures help improve service overall efficiency. 09/2007 02/2010 Client Service Manager Within three months, increased efficiency 20% identifying mitigating outdated manual processes leveraging technology. Increased staff performance accuracy levels 99%. Managed team eight client service officers responsible servicing base Commercial Real Estate clients, Mortgage Servicers, Regulated Cash. Serviced portfolio 300 clients deposits excess 80 billion. Reviewed complex Cash Collateral agreements client provided documentation ensure compliance regulatory contractual requirements. Served escalation point coordinated resolution key issues complex client concerns opportunities. Analyzed complex data management reporting nationwide wire deposit accounts providing adequate information decision-making. Held monthly meetings senior management provide updates team projects, roadblocks recommended solutions. 02/2002 09/2007 Client Service Manager Company Name Built fostered proactive workplace environment resulting higher level employee participation performance. Supervised team seven client service professionals primary focus delivering excellent client service, improving processes, leveraging technology. Partnered Bankers collect, analyze, validate appropriate due diligence on-boarding documentation provided client; utilized knowledge AML/KYC policy independently identify missing insufficient client due diligence information. Responsible reviewing, entering approving client information KYC database, conducting OFAC reviews, escalating findings. Extensive client contact partnership Bankers resolve customer concerns regards demand deposit accounts, short-term investments, funds transfers, sales opportunities. Actively monitored service delivery Services Product client (via MIS, internal meetings, client meetings). Gregorio Luna, page 2. Education 2003 Bachelor Professional Studies Computer Information Systems DeVry Institute Technology － State Computer Information Systems 1989 Associate Applied Science Business Management administration Kingsborough Community College － City State Applied Science Business Management administration Skills Adobe products, Photoshop, interpersonal communication, oral, Credit, critical thinking, resolve customer concerns, client, clients, database, decision-making, delivery, documentation, due diligence, Employee relations, senior management, fast, focus, Front Office, functional, funds, hiring, Illustrator, investments, legal, management reporting, meetings, Excel, Money, Microsoft Office, PowerPoint, SharePoint, Word, MIS, organizational, page 2, performance management, policies, problem solving, processes, improving processes, Quality Assurance, Real Estate, sales, self-starter, Spanish fluency, time management, written