Orange County’s Credit Union

June 2025 to Current

SchoolsFirst FCU

March 2022 to May 2025:

Wells Fargo Bank

November 2015 to March 2022:

Bank of America

March 2008 to November 2015:

Member Service Representative IV.

Job Function:

  • Provided Tier 1 technical support to members, resolving issues with mobile and online banking platforms, including device configuration, password resets, and secure account access, ensuring data protection and privacy standards.

  • Conducted research and QA testing on digital banking features to identify and remediate user experience issues, reducing member support escalations by approximately 15%.

  • Designed and implemented Excel-based auditing tools for DMV and new membership verification processes, enhancing data accuracy and streamlining regulatory compliance workflows.

  • Supported end-user hardware troubleshooting, including printers, workstations, and peripherals, minimizing system downtime and increasing operational efficiency.

  • Collaborated with leadership to design and launch an internal recognition program, contributing to improved team engagement and productivity.

  • Delivered financial planning consultations using member assessments, ensuring services aligned with privacy policies and institutional guidelines.

  • Relevant Technologies: Excel Macros, Microsoft Office Suite, Online Banking Tools, Secure User Access, QA Testing, Windows OS, Hardware Troubleshooting

    Relevant Technologies: 3 years of experience using Jack Henry. For example, Symitar, FISERV, and AS400. Excel Macros, Microsoft Office Suite, Online Banking Tools, Secure User Access, QA Testing, Windows OS, and Hardware Troubleshooting. 

Sr. Licensed Personal Banker.

Job Function:

  • Conducted in-depth financial assessments with new and existing clients to uncover financial needs and goals, resulting in the successful opening of IRAs, Roth and Traditional retirement accounts, CDs, and high-yield savings products that aligned with long-term financial objectives.   

  • Managed a diverse portfolio of clients and consistently met or exceeded product sales goals including credit lines, insurance referrals, and long-term investment services.   

  • Built collaborative relationships with specialists and internal stakeholders to offer bundled solutions based on client needs, a key component of the Konica Minolta consultative sales model.   

  • Mentored staff through daily sales coaching and compliance onboarding, improving referral volume and increasing customer engagement.   

  • Led onboarding and compliance training for new hires, ensuring a solid understanding of operational procedures, internal controls, and financial regulations, resulting in improved policy adherence and audit readiness.   

  • Maintained expert-level knowledge of Wells Fargo’s evolving policies and procedures, regularly updating and educating branch team members to minimize errors, reduce risk exposure, and ensure consistent service delivery.   

  • Worked flexible schedules including evenings and weekends to support business needs and maintain continuous branch operations.

Relevant Technologies: Visual Basic, Excel Automation, Secure Device Management, Compliance Tools, Customer Support Portals, Digital Banking Systems.  

Mortgage Servicing Team Manager.

Job Function:

  • Managed and supported teams ranging from 15 to 30 employees, ensuring adherence to federal regulations, internal policies, and investor guidelines across multiple mortgage service lines.  

  •  Trained and onboarded over 30 new hires, developing structured training programs that focused on loss mitigation, customer care, documentation accuracy, and compliance with FHA, Conventional, and Freddie Mac/Fannie Mae regulations.   

  • Monitored and audited an average of 30 phone calls monthly, grading quality assurance and compliance while coaching staff on improving call resolution, customer satisfaction, and regulatory alignment.   

  • Audited declined mortgage modifications and collaborated with underwriters to review documentation accuracy, assess eligibility, and address exceptions in accordance with government guidelines.   

  • Generated and analyzed daily business reports for senior executives, including task force performance metrics, loan status forecasts, and risk summaries to inform strategic decisions and resource allocation.   

  • Provided technical support for colleagues in my department by troubleshooting and resolving issues related to computers, printers, secure network access, and various banking applications.

    Relevant Technologies: PC Imaging & Setup, Network Configuration, Compliance Software, Team Communication Platforms, Performance Monitoring Tools.

Milestone

August 2006 to November 2007:

As Branch Supervisor, I manage daily branch operations and lead the Chino Branch team to deliver extraordinary Member experiences. I focus on staff development, compliance, and process improvements that enhance efficiency and accuracy, while driving branch goals.

Job Function:

  • Lead, coach, and develop branch associates through regular feedback, one-on-one coaching, and performance evaluations.

  • Manage daily branch operations while ensuring compliance with policies, regulations, and the Bank Secrecy Act (BSA).

  • Resolve escalated Member situations with accuracy and empathy, reinforcing trust and the “Put People First” philosophy.

  • Achieve sales and referral goals, while coaching staff to meet or exceed their own goals.
    Use Voice of the Member feedback and branch data to identify areas for process improvement and enhance the overall Member experience.

  • Represent the credit union at business development and community events to strengthen visibility and relationships.

    Key Achievements:
    Audit Tools: Designed and implemented custom Excel-based tools with macros and UserForms to track and complete monthly branch audits. These tools reduced errors by 25 percent and improved completion time by up to 30 percent.

    Chino Branch Intranet: Created and launched a custom intranet for branch staff, featuring quick-access tools, forms, and links. This centralized hub cut navigation time during transactions by 5–8 minutes depending on complexity and skill level.

    Operational Efficiency: Built tools to streamline key Member interactions, such as New Membership openings and Wire Transfers, ensuring accuracy and reducing the risk of errors.

    Training & Development: Developed digital resources and cheat sheets to help new hires and experienced staff improve transaction accuracy, resulting in fewer escalations and a consistent Member experience.

Skills: Management · Team Management · Leadership · Leadership Development · Team Building · Strategic Leadership · Bank Secrecy Act · Process Improvement · Coaching · Sales · Business Analysis

IT Specialist

Job Function:

  • Provide Tier 1 and Tier 2 technical support for end-users, including troubleshooting hardware, software, and network-related issues.

  • Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.

  • Manage user accounts, permissions, and group policies through Active Directory or similar systems.

  • Assist with onboarding and offboarding processes, ensuring all IT equipment and access is properly managed.

  • Maintain and update ticketing systems with accurate documentation of issues and resolutions.

  • Support conference room technologies, video conferencing tools, and office AV setups.

  • Collaborate with internal teams and vendors to resolve escalated IT issues.

  • Ensure compliance with security protocols and company IT policies.

  • Participate in IT projects such as equipment upgrades, software deployments, and system migrations.

    Relevant Technologies: PC Imaging and Setup, Active Directory and Group Policy, Network Configuration (TCP/IP, DHCP, DNS), Microsoft 365, Ticketing Systems (ServiceNow, Jira), Remote Support Tools (TeamViewer, AnyDesk), VoIP Systems, Antivirus and Content Filtering, NAS File Sharing, Video Conferencing Platforms (Zoom, Microsoft Teams), Software Deployment Tools, Printer and Peripheral Configuration.