Skilled professional with over 10 years experience in the financial industry and SunTrust Bank
applications. I have extensive experience in back office operations and have developed procedures
applicable to previous positions and provided group trainings.
Bilingual in English and Spanish.
Excellent written and verbal communication skills.
ESP (Enterprise Spend Platform)
Reduced audit issues by developing procedures,
performing quality assurance on tasks completed by teammates and following up with teammates
to ensure procedures are understood.
Commercial Card Specialist02/2014 to CurrentSunTrust BankOrlando, FL
Providing client service support for Commercial Card clients over the telephone and via
Responding to client Program Administrators card account inquires , issues and escalations.
Reconcile client accounts for out of balance issues.
Research accounts for misapplied payments issues.
Assist clients following up on fraud cases and analyze for any issues that may have caused
out of balance on the platform and communicate with fraud department.
Provide training of web based platform via conference with clients and SunTrust relationship
Managers and Treasury Sales officers.
Provide Tier 1 level support for Enterprise Spend Platform, our web-based card
Maintenance of accounts on our processing platform (FDR).
Documenting client cases in Salesforce.com
Liaison between client; CTO; TSO; CSO; Bankcard System Support and Fulfillment as well as
third party vendors.
Contribute to the ongoing improvement of documentation and procedures within the card
client service group as needed.
BankCard Officer Player/Coach12/2011 to 03/2014SunTrust BankOrlando, FL
Handle new account builds and ongoing maintenance requests.
Perform workflow functions as needed.
Process credit card payments thru ClearTran payment system; ensure payments balance and
use general ledger tickets.
Assist teammates with inquiries on accounts.
Research misapplied payment requests.
Assist with interviews for new hires.
Prepare scheduling of assignments for teammates.
Conducted training classes for procedures.
Assist with monthly meetings, weekly team huddles and provide team building exercises.
Communicate any process updates to team and management.
Work with writers to organize and refine department procedures.
Participated in testing systems for new products.
Research and resolve quality control disputes.
Monitor teammate's quality error ratio for coaching purposes.
Liaison with different lines of businesses.
Assist with special projects.
Retrieve departments' daily production reports.
Monitor teammates production models for time efficiency.
Develop letter templates for the department.
Bankcard Specialist 405/2010 to 12/2011SunTrust BankOrlando, FL
Build new business credit cards accounts.
Process variety of business credit card account maintenance within department service level
Research misapplied payments.
Process monetary adjustments on accounts.
Review accounts and issue credit balance refunds.
Communicate process changes to direct department and others as needed.
Handles workflow responsibilities.
Communicates via phone or email with internal or external clients as needed.
Writing and updating department procedures.
Work closely with management to implement changes.
Provide new and ongoing training for teammates.
Perform quality control for tasks performed.
Assist and process any requests with the Employee Corporate credit card area.
Process Corporate and purchasing maintenance requests.
Bankcard Specialist 203/2006 to 04/2010SunTrust BankOrlando, FL
Receive incoming calls from internal client and account holders.
Assist clients in using online reporting for their accounts.
Multi task by using up to five different system applications.
Make outbound calls to account holders as needed.
Assist with billing discrepancies and process credit card payments.
Set up new business credit card accounts.
Assist with department training.
Process monetary adjustment and handle misapplies payment requests.
Front Office Specialist05/2002 to 07/2004Mid-Florida ImagingKissimmee, FL
Process billing reports using excel.
Verification of medical insurances.
General front office duties.
Answer incoming calls.
Debt Consolidation Counselor12/2000 to 12/2001Incharge InstituteOrlando, FL
Assisted clients with financial difficulties and serviced accounts.
Answered incoming calls from clients.
Communicated with creditors via phone and email.
Prepared financial plans for clients.
Referred clients to specific programs that met their financial needs.
Education and Training
Valencia C.C Orlando, FL
Kambruck/IFREC Orlando, FL - Mortgage Broker/Loan origination and processing. Business