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Full experience in Law Enforcement data analyzing, and document management procedures, to include Closed Case Files and other sensitive duties as assigned at the Drug Enforcement Administration, Caribbean Division. Strong work ethics, strict attention to detail, professional behavior and utmost discretion.
Data Analyst III, MVM Inc. 02/2018 to Current Drug Enforcement Administration Guaynabo, PR
  • Manage all administrative office operation and agenda of San Juan Diversion Group and provide support to DEA Caribbean Division Assistant Special Agents in Charge and Diversion Program Manager.
  • As a member of the Diversity Committee I have helped coordinate seminars, professional educational sessions and activities within the San Juan Caribbean Division.
  • Conduct thorough researches through various media sources to obtain relevant data for group investigations. 
  • Maintain physical and electronic filing systems to keep records in accordance to Agency's federal policies and dispositions.
  • Consolidate necessary documentation for internal and external inspections.
  • Create and maintain spreadsheets and logbooks to provide workload reports and time and attendance audits.
  • Increase productivity through appropriate allocation of resources, budgets, inventories and administrative and investigative supplies.
  • Review incoming and outgoing official documentation to increase accuracy and reduce discrepancies.
  • Train new Investigative Assistants with software systems, databases, browser-based systems, administrative and office procedures within San Juan Caribbean Division.   
Secretary II, Ruchman and Associates 10/2016 to 01/2018 Drug Enforcement Administration Guaynabo, PR
  • Custodian of Close Case Records, Digital scan, physical filling, upkeep-organized and document destruction of sensitive files and materials upon request. Official Mailroom Clerk: document, process and distribute all incoming and outgoing mail correspondences forms, reports, correspondence and receipts for Domestic, International and third party carriers using USPS and FedEx software to include agency specific sensitive packages and documents shipping and receiving. 
Vehicle Registration Officer 06/2015 to 10/2016 VAPR Federal Credit Union San Juan, PR
  • Updated the Vehicle Registration Departmen. Created detailed administrative procedures for accuracy and efficiency of tasks. Provided customer service support by giving advice and assistance on regulations and requirements regarding registration procedures. Independently reviewed, processed and issued over 700 application requests in the first 4 months of employment.
Service Officer 07/2014 to 06/2015 VAPR Federal Credit Union San Juan, PR
  • Fraud and risk analysis. Balanced daily cash deposits and bank vault inventory with a zero error rate. Sold money orders. Collected loan and utility payments.​ Assisted customers with questions, concerns and complaints. Reported Suspicious Activity filing SAR document directly to the Compliance Officer. Filed Currency Transaction Report for required transactions.
Bank Representative 10/2012 to 07/2014 Banco Popular of Puerto Rico San Juan, PR
  • Fraud and risk analysis. Reported Suspicious Activity filing document. Filed Currency Transaction Report for required transactions. Managed safe deposit box payments, night deposits; treasury, tax and loan payments. Deposited and withdraw large amounts of money, and reconciled cash drawer by proving cash transactions; counting and packaging currency and coins while maintaining supply of cash with a zero error rate. Handled customers complaints, questions and concerns. Assisted customers at the drive- through window. 
Education and Certification
Bachelor of Arts: Criminal Justice 2012 Inter-American University of Puerto Rico San Juan, Puerto Rico Relevant Coursework: Psychology, Juvenile Justice. Legal Studies, Criminal Justice, Scientific Social Investigation Methodology and Criminal Law. Fraud Detection and White Collar Crime.
Health Services Biller and Invoice Systems Technician: Health Services 2011 Inter American University of Puerto Rico San Juan, PR Coding Coursework: Health Services Office Administration, Accounting Principles and Health Care Billing coursework. Internship in Health Care Billing.
Master Degree: Criminal Justice Inter-American University of Puerto Rico San Juan, PR Relevant Coursework: Interview and Interrogations Techniques, Juvenile Justice.
Training Certifications (DOJ/DEA):

2019 Mandatory Cyber-security Awareness Training (CSAT)

         Mandatory Records and Information Management I (RIM)

         Mandatory DOJ Continuity of Operations Overview (COOP)VOIP Jabber Phone and Messaging                     Application

2018 E2 Solution Traveler and Approver Training

2017 DEA Environmental Management System Awareness Training

Secret Clearance level granted on January 25, 2018. Bilingual in both English & Spanish. Possess excellent analytical and research skills to handle highly complex information. Meticulous attention to detail and fast understanding of intricate, sensitive and classified information. Excellent investigative skills, including the use of Federal Government network, electronic data resources and a thorough and responsible use of media and internet search engines. Proven problem-solving, organizational capabilities. Outstanding interpersonal abilities. Leadership skills with open-minded attitude and capacity or working in synergy with others. Able to maintain good composure under pressure. Ever-going intellectual curiosity and desire to learn new skills. 
IT Proficiency: Microsoft Word, Excel, PowerPoint, Access and Outlook; HTML. Firebird, DEA Webster, IMPACT, DEALS, RICS, FIRM, NADDIS, webTA. Type 52 words per minute. 

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Professional Summary

Diligent professional exploring opportunities to contribute exceptional strengths with over 19 years experience in the financial services industry. Demonstrated exemplary organizational, interpersonal, and communication skills while supervising, training, and motivating team members to exceed expectations. Strong analytical, research, and problem solving skills while evaluating processes to ensure company standards and regulatory guidelines are met.

Work History
Wells Fargo Auto, 07/2006 to Current
(formerly Wachovia Dealer Services and WFS Financial) Irving, TX

10/2016-present  Customer Support Specialist Team Lead
08/2009-09/2016  Customer Support Specialist
09/2006-07/2009  Welcome Call/Customer Service Representative

  • Takes initiative in developing processes, procedures, and reporting in response to high risk and time sensitive situations.
  • Tracks and analyzes various metrics utilizing data to create, generate, and present reports.
  • Acts as subject matter expert while collaborating with others to create, revise, and present policy and procedure updates.
  • Plans, coordinates, and facilitates department new hire and continuing training.
  • Answers other representative's questions about accounts and respond to escalated calls.
  • Assists customers with escalated issues and problems, finding solutions to assist the customer while protecting the interests of the company.
  • Initiated outbound calls to customers to welcome them to the company, verify account information, and identify any possible account problems.
Wachovia Bank, 07/1999 to 02/2006
(formerly First Union National Bank) Roanoke, VA

06/2003-02/2006  Customer Service Team Lead
06/2001-05/2003  Sales and Service Representative
07/1999-05/2001  Credit Card Customer Service Representative  

  • Monitored associate customer interactions for quality assurance.
  • Coached peers, diffused difficult customers on supervisor calls, and trained new hire employees.
  • Provided feedback to associates and supervisors, identifying opportunities for improvement while reinforcing strengths.
  • Identified and qualified customers for new retail banking products.
  • Responded to inbound customer inquiries regarding retail and credit card products.
Computer Skills
  • Intermediate Microsoft Office
  • Wells Fargo Auto systems such as iTop, CARS, NICE, and Avaya
  • 2017 Well Fargo Auto President's Club Honoree
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Seeking a challenging job in the finance sector where I would be given the opportunity to build, develop and grow on my skill set while also being a productive member of the organization with an eye on playing a vital role in the success of the company.
Bachelor of Science in Business Administration: Finance Major and Minor in Management Dec 2017 Suffolk University BSBA Candidate - Boston, Massachusetts
  • Cumulative GPA of 3.856. (First Honor Degree)
  • Major GPA 3.85 out of 4.00, Minor GPA 3.90 out of 4.00
  • Advanced courses in Finance Management
  • Graduated as Summa Cum Laude, and dean's honor List ( All semesters).
  • Negotiation on Conflict resolution.
  • Management Skills.
  • Highly detail-oriented.
  • Time Management.
  • Adaptability.
  • Ability to Work Under Pressure.
Treasury Associate 05/2019 to Current
Alinma Bank Riyadh
  • Rotation within the treasury department (Money Market, Investment, FX, Sales, and PD).
  • Practical training with each desk.
Future Leaders Program (AlQawi AlAmeen) 09/2018 to 04/2019
Alinma Bank Riyadh

The program is called (AlQawi AlAmeen). It has been designed to be for fresh graduates. It contains 22 courses covering almost every area of the bank, while enhancing the soft skills and rotation within a number of divisions in the bank such as Treasury, Risk, Corporate, Compliance, Retail, and Finance departments. The length of the program is 8 months. It contains courses to be learned and practical training in the bank divisions.

Assistant Bank Supervisor 05/2018 to 09/2018
Saudi Arabian Monetary Authority Riyadh, Saudi Arabia

Key responsibilities are as follows:

  • Analyzing the financial statements of banks.
  • Analyzing banks performance by preparing financial reports and indicators (by bank & industry wide).
  • Monitor & control the Electronic Returns Management System Development Project on a day-to-day basis.
  • Prepare the risk profile of banks based on the supervisory data and supervisory visit.
  • Review periodically Internal Capital Adequacy Assessment Process (ICAAP) to ensure that banks have adequate capital to cover all risks.
Financial Report Analyst 12/2016 to 01/2017
Emirates Wet Wipes Fzco Dubai Dubai, UAE

The responsibility that were assigned to me:

  • Analysis the financial information for preparing the forecasts the business.
  • Assembling and summarizing the data to structure report on financial status and risks.
  • Analyzing actually result in comparison the forecast.
  • Reconcile transaction by comparing and correcting data.
Volunteer Experience

First, Fall 2014: MGH Boston, USA Job Title: Volunteer Assistant

  • I assisted the disabled patients.
  • I have also delivered chocolate and flowers to children suffering from cancer.
  • I have made several conversations to sort of heeling their pain.

Second, Fall 2017: Paulist Center in Boston USA. Job Title: Volunteering

  • I have served food to the homeless.
  • I spoke with the homeless to help rebuild them with a positive outlook on life and I also helped with the laundry and the mails.
  • I have made the chairs, tables, and food.
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Motivated sales professional with 3+ years sales representative experience. Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success.

  • Cash handling
  • Detail-oriented
  • Customer service mindset
  • Mathematical strengths
  • Sales proficiency
  • Professional appearance
  • Strong lead development skills
  • Persuasive communication expertise
Customer Service Representative | 09/2019 to 01/2020
Victra - Raleigh , NC

Informed customers about billing procedures, processed payments and provided payment option setup assistance. Answered 50+ inbound calls per day and directed to designated individuals or departments. Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.

Bank Teller | 01/2019 to 09/2019
Jts Check Cashing - Jamaica , NY

Maintained optimal financial controls by securing funds and making accurate transactions.

Completed comprehensive tasks by implementing customer service initiatives, audit and restock ATMs and keep records on accounts

Customer Care Representative | 09/2018 to 12/2018
TTEC - Duluth, Georgia

Responded to telephone inquiries from clients, vendors and the public. Answered and directed incoming calls using multi-line telephone system.

Provided information to callers and drafted office emails. Answered customers' questions and addressed problems and complaints  via phone.

Educated customers on product and service offerings.

Pharmacy Technician | 01/2018 to 06/2018
Triumph Pharmacy - Sutphin, NY

Answered patient questions regarding medication. Efficiently processed cash register transactions for new and refilled prescription orders.Prepared and submitted claims to insurance companies for payment.Successfully assisted customers with medical issues and provided valuable healthcare counseling.

Assistant Manager | 05/2017 to 02/2018
Finish Line - Valley Stream, NY

Maintained friendly and professional customer interactions. Led sales calls with team members to establish sales and customer retention goals. Resolved customer complaints by exchanging merchandise, refunding money and adjusting bills.

Education and Training
North Queens Community High SCool - Flushing, NY, United States
High School Diploma
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Professional Summary
Self reliant and driven with genuine interest in supporting families and individuals in vulnerable situations. Exceptionally talented in assisting people in order to improve outcomes, aiming to help them lead full and fruitful lives. Looking to secure a position as a Case Manager with Southwest Key Program that will allow the use of outstanding conflict-management and interpersonal skills and make a positive contribution to the organization.
  • Strong interpersonal skills
  • Fluent in Spanish
  • Crisis intervention techniques
  • Critical thinking interventionist
  • Compassionate
  • Team player
  • Solution-focused counseling
  • Culturally-sensitive
  • Criminology knowledge
  • Reliable
Master of Arts: Mental Health Counseling, Current Student
Lamar University - Beaumont, TX
  • Child Development coursework
  • Counseling Skills coursework
  • Counseling Theories coursework
  • Coursework in Child and Adolescent Psychology
Bachelor of Arts: Criminal Justice, 2016
University of Houston-Downtown - Houston, TX
  • 3,52/4,00 GPA
  • Human Psychology coursework
  • Criminology coursework
  • Coursework in Law Enforcement
Associate of Arts: Criminal Justice, 2013
Houston Community College - Houston, TX
  • Coursework in Criminology and Criminal Justice
Work History
Security Officer, 11/2015 to Current
University of Houston-Downtown Houston, TX
Bank Protection Officer, 03/2012 to 09/2015
G4S Secure Solutions (USA) Houston, Texas
Behavioral Health Technician, 10/2011 to 02/2012
Unlimited Visions Aftercare Pasadena, TX
  • Licensed Chemical Dependency Counselor, Intern 08/31/2016
Volunteer Experience
  • Texas Department of Criminal Justice, Approved Volunteer, since 02/2008
This resume is created in 7 minutes.
Professional Summary

Energetic team player with great organizational skills. Professional and reliable offering more than 10 years experience in diverse office environments such as banking, human resources, design and print. Highly-creative, ambitious and hardworking.

  • Self-motivated work ethic
  • Microsoft Office Suite
  • Adobe Illustrator / Photoshop
  • Corel Draw
  • Analytical
  • Administration strength
  • Networking skills
  • Relationship-builder
  • Quick Learner
  • Team building
  • Customer-oriented
  • High level of accuracy
  • Verbal/written communication
  • English  - Professional Level
  • Shona   - Professional Level
  • Xhosa   - Intermediate
  • French  - Beginner Level
Work History
January 2018-March 2018 Production Worker | Shinola Detroit | Detroit, MI
September 2018-December 2018 Production Worker | Shinola Detroit | Detroit, MI
  • Kept the work areas clean and neat.
  • Multi tasked between 3 stations; watch straps hand assembly, recutting and painting. 
  • Made sure that products were produced on time and are of good quality.
  • Maintained quality satisfaction objectives.
  • Examined incoming materials and compared to documentation.
  • Assembled, cut and painted straps according to standardized procedures.
  • Determined maintenance requirements and assigned repairs to qualified employees.
August 2013-June 2014 Graphic Design Intern | Strawberry Print and Design Shop | Harare, Mashonaland East, Zimbabwe
  • Formatted text and graphics for print using Corel Draw and Photoshop
  • Collaborated with vendors to ensure style consistency
  • Designed advertisements, tradeshow banners and signage from concept through completion
  • Updated and maintained graphics library records
  • Carefully proofread labels and sales materials prior to printing
  • Created aesthetically-pleasing advertisements that complemented products
  • Designed proposal covers
  • Presented design projects to clients
June 2007-December 2010 Bank Teller | CFX Bank | Victoria Falls, Matebeleland North, Zimbabwe
  • Rapidly and efficiently prepared customer change orders
  • Organized, stocked and maintained teller window area
  • Handled various accounting transactions
  • Created member account profiles on Equation online banking program
  • Processed exchange and foreign currency with Moneygram system 
  • Answered telephone inquiries on banking products
  • Maintained friendly and professional customer interactions
  • Opened new accounts.
  • Sold and cross-sold bank products to new and existing customers.
August 2002-July 2007 Payroll/ HR Clerk | Golden Kopje Mine | Chinhoyi, Mashonaland West, Zimbabwe
  • Processed new hire paperwork and documents
  • Initiated direct deposits and prepared manual cash salaries for employees
  • Verified timekeeping records and handled discrepancies with employees
  • Maintained employee confidence and protected payroll operations by keeping information confidential
  • Developed reports by compiling summaries for earnings, taxes, deductions, disability and leave
  • Maintained payroll information by calculating, collecting and entering data
  • Accurately calculated bonuses, salary increases and overtime
  • Changed employee banking records when necessary
  • Assisted with auditing and responding to company accountants
  • Pulled internal reports as requested
  • Processed gross pay, tax withholding, health insurance and deductions
2015 Bachelor of Science: Creative Art and Design Chinhoyi University of Technology , Chinhoyi, Mashonaland West Province, Zimbabwe

2011-2015 (Graduated)

  • Lions Club International (District 412 Zimbabwe) Served as Club and Zone Secretary as well as Youth Advisor: 2007-2016
  • Nevins Library (Massachusetts) Teaching English As A Foreign Language: 2016
  • Global Detroit (Detroit) Assist with designing social media posts: 2017
  • Artist Megan Heeres (Detroit) Assisted making paper from invasive plants and helping with workshops: 2017