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.