Carlos Luna Email & Phone Number

San Antonio, TX, US

San Antonio, Texas Metropolitan Area

• Created and managed over 10 monthly reports composed of over 50 different KPI’s for our Home Lending, Credit Cards, Auto, Deposit/Banking, Data Operations and Personal Loans teams
• Consistently achieved a 23% monthly reduction in our department’s internal audit error rate through meticulous process improvements and rigorous quality control
• Partnered with other analytical teams and departments to design and create a new internal auditing solutions for my department’s validation which reduced our audit documentation turnaround time by 15%
• Served as an analytic reports expert to my peers, department managers, and leadership across the enterprise focusing on Jira, confluence, Tableau, and systems we created internally using SQL and database infrastructure
• Provided guidance to senior leadership by providing visionary insights, decisive direction, and expert advice on implementing innovative and impactful business solutions aligned with the enterprise’s strategic goals.

San Antonio, Texas, United States

• Strategically managed the UHC company intranet site and Large Language Model (LLM), serving a diverse user base of over 300,000 individuals, including employees, contractors, and affiliated staff
• Led the development and implementation of over 10 new features per quarter, overseeing a team of 12 developers and collaborating closely with stakeholders to enhance user experience and engagement
• Implemented strategies to enhance intranet Key Performance Indicators (KPIs), resulting in a 15% increase in user engagement and a 20% reduction in page load times
• Managed multiple key projects that increased department efficiency and cut over 12,000 hours of redundant labor by collaborating with stakeholders and leveraging AI technologies to automate manual processes
• Established a comprehensive knowledgebase across the entire organization, spanning 20+ departments and over 200 teams, through meticulous data governance practices, metadata labels, and close collaboration with.
• Significantly contributed to the development of advanced training and certification within our Learning Management System (LMS), accessible to over 100 employees in the department and later extended to the organization.

San Antonio, Texas Area

• Led the tracking and reporting on multiple internal audit KPI's for 5+ internal teams in the Fraud Department using data from various sources, including Compliance rate, Error rate, and Findings resolution rate
• Presented findings and recommendations to management on a weekly basis, using data visuals such as dashboards and graphs to clearly communicate insights created with Power BI and Excel Power Query
• Collaborated with cross-functional Fraud teams to identify areas for Complaint tracking improvement and implement data-driven solutions, resulting in an over 25% improvement average for each quarter.
• Completed complex timely reports as related to BSA including: Currency Transaction Reports (CTRs), Suspicious Activity Reports (SARs), and other risk management reports for supervisors and managers
• Led a team of 8 employees for multiple fraud prevention projects which played a key role in the retention of over $315,000 a month while also being responsible for providing training, coaching, and assisting with.

San Antonio, Texas Area

• Investigated and resolved over 300 customer inquiries and complaints a month in an empathetic manner while collecting and updating customer information to ensure coverage was current
• Facilitated inter-departmental communication to effectively provide customer support by efficiently managing 20+ departmental tasks a day including report validation, insurance documentation, and mailing letters
• Analyzed information gathered by investigation, reported findings and recommendations and assisted customers with insurance details, extensions, terminations, claims, complaints, billing, etc.

Edinburg, Texas

• Managed and supervised a team of 6 CDL drivers and made sure business SLA’s were met while overseeing negotiations, billing, and payments for clients and employees
• Utilized QuickBooks ledgers and daily offsets when dealing with cost assessment of business expenses which included over $80,000 in monthly revenue
• Responsible for executive financial decisions to maximize profits through cash flows and analysis and maintaining client files and information under strict company regulations
• Coordinated daily delivery schedules based on over 10 different established customer’s schedules, peak delivery times, and alternate routes and provided follow up customer support after deliveries and made sure client.
• Marketed freight and logistic services to companies for delivery assignments and successfully lead client acquisition and current client relations

San Antonio, Texas Area

• Performed negotiation for all payments, provided options such as loan modifications, repayment plans, and/or liquidation of assets to work out payment options, and assisted over 800 customers a month with payment.
• Conducted analysis on customers’ financials and accepted applications for Loan Modifications such as HAMP, HARP, MAP, and other assistance to review borrower's options to keep their home and helping borrowers save and.
• Contacted 20+ customers a day to determine the reason for overdue accounts, and provided optimal level of customer services for past-due mortgage loans

(Mba) Masters Of Business Administration: Information Technology Management, Business / It

Bachelor Of Science In Business Administration: Information Technology Management, Business / It