Patricia Cerna, Mba, Pmp Email & Phone Number

Phoenix, Arizona Area

• Manage vital communication projects on account statements saving the bank about $30M a year in postal fees.
• Oversee Spanish translations, coordinate legal reviews, and forecast monthly translation budget.
• Reduce error risk by conducting monthly compliance audits and present findings report to managers.
• Review communications and provide guidance on Brand and Trademark guidelines.
• Create monthly ad-hoc reports for key partners to assess the need of additional resources to meet volumes.
• Milestone Accomplishment: Created an online Spanish Glossary for message legal approval saving the department $6,000 in translation legal fees in the last two years.

Phoenix, Arizona Area

• Collaborated in development and implementation of ground-breaking Email Quality Monitoring team.
• Launched pilot projects to set data analysis of critical compliance violations and presented risk exposure to high-ranking mangers to obtain buy-in for Email quality monitoring project.
• Created essential documents such as email policy, process manuals, and training material for new email team.
• Built complex metrics reports and PowerPoint presentations for top senior managers using critical operational data gathered from Call Monitoring.
• Milestone Accomplishment: Forged first SharePoint site for Email monitoring to police corrective action. Risk assessment: 30% decrease of incidents after three months.

Phoenix, Arizona Area

• Led Communication team with First-Day Post-Production QA validation, and managed the monthly QA of all legal messages to reduce negative customer impact.
• Researched and compiled data to analyze root-cause of issue and presented solutions to facilitate manager’s decisions.
• Milestone Accomplishment: Initiated new risk controls based on documented error analysis. Reduced error probability from 30% to 10%.

Surprise, Arizona

• Processed enrollment/withdrawal of students, kept physical and electronic files up to date and monitored attendance.
• Administered state’s mandatory AIMS and AZELLA assessments.
• Scheduled and organized school principal’s daily appointments, activities, and staff meetings.
• Milestone Accomplishment: Promoted automation of attendance line which reduced absentees by 20%.

• Sold individual and business insurance products.
• Opened new policies and helped customers make changes to their current policies.

• Generated high revenues for the company by promoting lending products to help clients meet their financial goals.
• Prepared documentation and monitored approval process to ensure clients qualified for a variety of loan and insurance products.

• Analyzed applicants’ financial status, credit worthiness, and property valuations to determine feasibility of granting loans.
• Guided clients through every step of the loan process to ensure exceptional customer experience.
• Recruited, trained, and managed four bilingual loan officers.
• Supervised team activities including review loan proposals, credit reports, appraisals, and income documentation.
• Motivated team members with contests/prizes to achieve and surpass challenging sales goals.
• Milestone Accomplishment: The Spanish team contributed to increase company's profits by 12% after the first year.

Master Of Business Administration (M.B.A.), International/Global Management, 3.5/4.0

Activities and Societies: Actively participate at school events promoting the school to prospect students.- Graduated from Thunderbird.

Bachelor’S Degree, Global Business, 3.2/4.0

- Obtained a bachelor of science degree in Global Business with a concentration in International Management. - Courses included.