Mariel Angeles
Dallas
Summary
Dynamic Detection & Investigation Quality Analyst with a strong focus on customer satisfaction and compliance. Proven ability to mentor peers and enhance team performance. Skilled in utilizing advanced fraud prevention tools while resolving complex issues efficiently. A collaborative team player dedicated to delivering exceptional service and maintaining high-quality standards with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Detection & Investigation Quality Analyst(AVT)
PNC Bank
04.2022 - Current
- Ensure compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Mentor to my peers. Constantly support the team by assisting with everyday client interactions and situations or by facilitating through shadowing sessions with my daily tasks.
- Enhance customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Maintain up-to-date knowledge of quality assurance methodologies, applying best practices to daily tasks.
- Utilize a variety of fraud prevention tools such as Innovis One-time pass code, Lexis Nexis, Experian Knowledge IQ, and 4506-c to mitigate fraud.
- Always being available when management requests support assisting another team member, working specific credit applications or with the Spanish Bilingual team.
Title Examiner
United One Resource
08.2021 - 03.2022
- Reviewed property titles for accuracy and compliance with legal standards.
- Conducted thorough research on land records to resolve title discrepancies.
- Analyzed and interpreted complex title documents for clear reporting.
Service Manager/ Personal Banker
Wells Fargo Bank, N.A.
06.2015 - 08.2021
- Trained and mentored team members on best practices for exceptional service delivery.
- Implemented process to support branch manager tasks and duties.
- Monitored key performance indicators to evaluate service effectiveness and identify areas for enhancement.
- Conducted regular staff evaluations, providing feedback to promote professional growth and improve team performance.
- Hired, trained and supervised team of service staff members to meet business goals.
Education
Associate Of Applied Business - Business Administration And Management
UTESA
Dominican RepublicSkills
- Customer focus
- Collaborative team player
- Teamwork and positive attitude
- Team mentoring
- Strong problem solver
Certification
Registered Notary
Languages
Spanish
Native or Bilingual
Timeline
Detection & Investigation Quality Analyst(AVT)
PNC Bank
04.2022 - Current
Title Examiner
United One Resource
08.2021 - 03.2022
Service Manager/ Personal Banker
Wells Fargo Bank, N.A.
06.2015 - 08.2021
Associate Of Applied Business - Business Administration And Management
UTESA
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