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Work Background
Self-employedAirbnb Superhost
Jul. 2023Valrico, Florida, United StatesAchieved Superhost status with Airbnb by maintaining a 5-star overall rating, 100% response rate and 0.00% cancellation rate
Grasshopper BankBusiness Optimization Manager
Jan. 2023 - Apr. 2024Florida, United States- Conducted rigorous vendor evaluations and managed strategic vendor partnerships, leading the successful implementation of Robotic Process Automation projects that delivered annual cost savings exceeding $500,000.
- Collaborated across departments to develop a comprehensive business optimization roadmap defining initiatives, strategies, and Key Performance Indicators that aligned with organizational objectives. - Led cross-functional teams in implementing process improvements and automation initiatives, facilitating productive team meetings to prioritize initiatives and drive successful implementation, fostering a culture of collaboration and innovation.
- Utilized in-depth process analyses to identify opportunities for process improvements and automation, resulting in significant savings of over 600 hours per month in work effort.
- Prepared detailed reports and engaging presentations for senior management on a monthly basis, providing critical insights to support decision-making processes and report KPI progress.
Grasshopper BankClient Services Manager
Jan. 2020 - Jan. 2023Greater New York City Area- Spearheaded the successful conversion of over 1000 commercial banking clients to a new core banking system. Conducted data-mapping, advanced data analysis and data validation techniques to ensure smooth transition. Collaborated closely with the conversion team to identify, address, and resolve critical issues while managing all client communication and ongoing support.
- Established comprehensive Service Level Agreements and reporting dashboards to track over 20 key support metrics. - Developed a robust staffing model based on service volumes and ticket metrics, resulting in optimal resource allocation and enhanced ability to scale and meet customer demands effectively.
- Designed comprehensive onboarding and training programs for 10 direct reports, implemented performance management strategies for continuous monitoring and evaluation, leading to a high-performing support team that continuously achieved SLAs on more than 90% of support tickets.
- Conducted in-depth market research and competitive analysis to compose a compelling business proposal supporting the implementation of additional service channels and expanded service hours. Led the effort to successfully complete these strategic initiatives, driving business growth and enhancing customer service offerings.
Grasshopper BankClient Services Specialist
Jun. 2018 - Jan. 2020New York City Metropolitan Area- Responsible for building reconciliation reports utilized by the payment and loan operations teams to validate transactions posting across the core banking system, support ticketing system, and client-facing channels. Reports identified discrepancies reducing monthly reconciling time by 300 hours. - Key contributor to multiple initiatives around launching a fully digital commercial bank, inclusive of client on-boarding, user management, transaction processing, and third-party vendor integration. Thorough testing and documentation of system configurations contributed directly to the bank gaining their OCC charter approval.
- Streamlined internal processes and client communications through enhancements to back-end business rules and knowledge base content. - Efficiencies resulted in deflection of 5% of total monthly ticket volume and 10 fewer minutes in average handling time per ticket.
GlocapClient Experience Associate
Oct. 2017 - Jun. 2018New York, New York
Keller Williams Realty, Inc./ Jemal Realty GroupCommercial Real Estate Assistant
Aug. 2016 - Dec. 2016Greater New York City Area-Communicated with brokers and investors regarding real estate sales and acquisitions -Analyzed financial statements to ensure the best return on investment for clients -Performed research on properties to ensure accurate valuation
Fordham UniversityIntercampus Transportation Driver
Feb. 2015 - May. 2017Bronx, NY-Conducted and maintained 15 passenger van to transport customers between campuses in the Bronx and Manhattan
-Wrote detailed inspection reports for fleet of over 20 vehicles and created their maintenance schedule
-Provided exceptional customer service in a client facing environment and troubleshot any administrative issues
United States Bankrupcy Court Middle District of FloridaResearch Assistant
May. 2013 - Sep. 2014Tampa/St. Petersburg, Florida Area-Performed legal research on court cases to ensure accurate representation of facts -Assisted with valuation of client assets and finances
-Maintained corporate and client files, including filing, redacting, and disposal
-Coordinated administrative responsibilities; answering phones, office management, client relations
-Accounted for bank transactions and account rectification
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