Experience

Brookline Bancorp Inc

• United States
• Banking
• 1 - 100 Employee

• Associate nCino Administrator

  • Sep 2022 - Present

  Boston, Massachusetts, United States •Focused on supporting Brookline Bancorp’s loan origination/workflow process used by the banks’ commercial lending divisions. •Interact with internal stakeholders to gain an understanding of business, functional, and data requirements to develop and maintain custom reports, dashboards, and processes to continuously improve data quality, process integrity, and productivity. •Support the roll-out and development of test strategies and plans for new features. Perform application testing, as… Show more •Focused on supporting Brookline Bancorp’s loan origination/workflow process used by the banks’ commercial lending divisions. •Interact with internal stakeholders to gain an understanding of business, functional, and data requirements to develop and maintain custom reports, dashboards, and processes to continuously improve data quality, process integrity, and productivity. •Support the roll-out and development of test strategies and plans for new features. Perform application testing, as needed, of new nCino and Salesforce releases and internal changes. •Support nCino users by identifying, diagnosing, and resolving end user problems liaising with third party vendors as necessary. •Leverage knowledge of system capabilities to develop training materials and communications. Show less



Grupo Financiero Banorte

• Banking
• 700 & Above Employee

• Contact Center Customer Service Deputy Director

  • Apr 2006 - May 2011

  Monterrey Area, Mexico • Experience in management of work teams over 800 people. • Established strategies and coordinated teams to provide adequate customer service in terms of quality, efficiency and regulatory compliance. • Established preventive strategies and coordinated the work team to maintain stable measurement indicators as ABA, ASA, AHT, in high volume days in the operation. • Established human, material and technological needs to ensure their viability to meet the standard indicators per team… Show more • Experience in management of work teams over 800 people. • Established strategies and coordinated teams to provide adequate customer service in terms of quality, efficiency and regulatory compliance. • Established preventive strategies and coordinated the work team to maintain stable measurement indicators as ABA, ASA, AHT, in high volume days in the operation. • Established human, material and technological needs to ensure their viability to meet the standard indicators per team group. • Prepared presentations to explain the status of the metrics to CEO and administrative areas. • Recruited and selected managers and supervisors for the Customer Service open positions. • Assigned team groups: credit card, elite unit, banking, global money transfer service. • Worked with Accenture to implement Telesoft platform and managed reports for metrics that supported customer service operative. Achievement: Increased efficiency in ABA and ASA indicators by 50% and 35% respectively in 12 months.

• Senior IT Project Manager

  • Jan 2004 - Mar 2006

  Monterrey Area, Mexico • Project Monitoring and Control, for large/complex Projects related mostly with Operative Branch Systems with allocated activities both IT (internal and external) and Business Areas • Business Analysis in order to translate the business need in a documented Business Case. • Administration of Projects Budget, allocation and monitoring of the corresponding cash flow. • Coordination of different types of meetings during the implementation of projects (Kickoff, Tracking, Working… Show more • Project Monitoring and Control, for large/complex Projects related mostly with Operative Branch Systems with allocated activities both IT (internal and external) and Business Areas • Business Analysis in order to translate the business need in a documented Business Case. • Administration of Projects Budget, allocation and monitoring of the corresponding cash flow. • Coordination of different types of meetings during the implementation of projects (Kickoff, Tracking, Working Committees Status report, Closing, Lessons Learned, Risk Identification, Training, etc.) • Identified and formalized the Task Force assigned to Projects • Responsible for the coordination of the Task Force assigned to Projects • Integrated Work Plans of both Business and Technical Team to get to the Draft Comprehensive Plan. • Monitored compliance with the Comprehensive Plan Project (Business and IT). • Identified potential risks and / or deviations. • Defined stock solution to deviations in the Draft Comprehensive Plan. • Prepared presentations to explain the status of the Project/Portfolio for different business areas. • Reported status of general and detailed project to different forums (CIO, CEO, Task Force, authorities, etc.) • Documentation and dissemination of lessons learned. • Formal Project Closure. Achievement:

• Senior Business Analyst

  • Aug 2001 - Dec 2003

  Monterrey Area, Mexico • Business Analysis in order to translate the business need in a documented Business Case. • Set generic functional requirements for the business need. • Defined impact on business processes and regulatory policies. • Performed proposed technical solution reviews. • Performed quality testing on the technical solution. • Managed user certification and approval on the technical solution. Achievement: worked on a nationwide project focused on Design, Quality Assurance Testing… Show more • Business Analysis in order to translate the business need in a documented Business Case. • Set generic functional requirements for the business need. • Defined impact on business processes and regulatory policies. • Performed proposed technical solution reviews. • Performed quality testing on the technical solution. • Managed user certification and approval on the technical solution. Achievement: worked on a nationwide project focused on Design, Quality Assurance Testing and implemented a proficient customer experience on new platform software over 1,000+ bank branches.

• Evolution Project / Bank Operating Model Upgrade with Branch Automation.

  • Sep 2000 - Aug 2001

  Monterrey Area, Mexico • Learned full operation branch new system. • Trained branch personnel. • Managed solutions of the errors presented in the new operating system. • Coordinated and monitored a group of 15-50 other branches assigned. Achievement: Evolution—a nationwide project—marked a watershed in the evolution of the bank and grew rapidly in the following years, becoming more efficient and with a better income. "Grupo Financiero Banorte is the third largest bank in Mexico..." Source 2022:… Show more • Learned full operation branch new system. • Trained branch personnel. • Managed solutions of the errors presented in the new operating system. • Coordinated and monitored a group of 15-50 other branches assigned. Achievement: Evolution—a nationwide project—marked a watershed in the evolution of the bank and grew rapidly in the following years, becoming more efficient and with a better income. "Grupo Financiero Banorte is the third largest bank in Mexico..." Source 2022: https://www.advratings.com/north-america/top-banks-in-mexico

• Operational positions at Banorte branch

  • Sep 1990 - Sep 2000

  Tampico Area, Mexico • To make every entrance into the branch a warm and welcome one. • To identify customer needs by promoting a client/customer-centered organization. • To provide an exceptional customer experience. • Address client issues promptly and effectively. • Positions held as bank teller, head vault cashier, banking, credit card, car and life insurance, pensions seller agent. Achievement: Developed an exceptional customer experience in a dynamic and engaging culture while studying my major… Show more • To make every entrance into the branch a warm and welcome one. • To identify customer needs by promoting a client/customer-centered organization. • To provide an exceptional customer experience. • Address client issues promptly and effectively. • Positions held as bank teller, head vault cashier, banking, credit card, car and life insurance, pensions seller agent. Achievement: Developed an exceptional customer experience in a dynamic and engaging culture while studying my major in Business and Management at night.