Esmeralda Avila

• Lead financial risk analysis and advise leadership on payment strategies to mitigate $120K+ in potential losses • Support annual budgeting and forecasting of $540M in annual payment processing costs, analyzing variances and providing strategic insights to leadership • Act as a point of contact for payment-related inquiries, providing expertise and resolving issues for internal stakeholders and external partners • Analyze payment data to identify trends and deliver actionable insights, enhancing payment processes and reducing transaction costs • Develop and maintain key performance indicators (KPIs) and dashboards using tools like Power BI to track payment performance and operational efficiency • Partner with senior leaders to improve payments strategies, reducing fraud risk and optimizing cost structure • Conduct financial risk assessments, reconcile discrepancies and ensure compliance with regulations • Mentor junior analysts, strengthening financial modeling and analytical capabilities across the team

• Spearheaded the formulation of Key Performance Indicators (KPIs) to monitor strategic objectives and their resulting outcomes • Designed and deployed financial dashboards in Power BI to track performance and identify $1M+ in cost savings opportunities • Implemented streamlined processes within a six-month timeframe, delivering projected company savings exceeding $500K on a semi-annual basis • Partnered with FP&A team on budgeting, forecasting and variance analysis to support strategic planning • Improved accuracy of transaction reporting and supported fraud prevention initiatives with advanced analytics

• Managed the execution of HRSA government requirements posting, ensuring compliance with regulatory standards • Led meetings and presented projects to senior management, effectively communicating progress and strategic initiatives • Conducted meticulous data entry, analysis, query execution, and quality assurance processes to maintain data integrity and accuracy • Delivered comprehensive project updates and completion timelines to leadership, facilitating informed decision-making and ensuring alignment with organizational objectives • Coordinated cross-functional teams to streamline workflows and improve operational efficiency • Developed training materials and conducted sessions to enhance team skills and knowledge

During my tenure at Baxter Credit Union, I maintained a rigorous focus on monitoring and auditing documentation to uphold compliance with company guidelines in providing everyday banking services to members. In addition, my responsibilities encompassed: • Managing the preparation and upkeep of comprehensive documentation, ensuring accuracy and adherence to regulatory standards. • Leading meetings and delivering project presentations to senior management, effectively communicating objectives, progress, and outcomes. • Proficiently retrieving, reviewing, comparing, and interpreting multiple documents to ensure consistency and compliance. • Conducting data entry, analysis, and maintaining quality assurance standards to uphold the integrity of financial records and processes. In this role, I demonstrated a steadfast commitment to regulatory compliance, meticulous attention to detail, and effective communication skills in liaising with stakeholders at all levels of the organization

As part of my role, I consistently delivered first-hand resolutions to members, ensuring their needs were met efficiently and effectively. This encompassed: • Conducting meticulous data entry to maintain accurate records and streamline processes. • Engaging in cross-departmental communication with colleagues and senior leadership to collaboratively create and refine development processes, fostering a culture of continuous improvement. • Serving as a project lead and lead mentor to new cohorts, providing guidance, support, and knowledge transfer to facilitate their successful integration and development within the team. • Offering coaching and guidance to representatives on defusing escalated situations, enhancing customer satisfaction and retention through effective conflict resolution techniques. Through these responsibilities, I demonstrated a commitment to excellence in customer service, team leadership, and organizational collaboration.

In my capacity as a team lead and mentor to new cohorts, I played a pivotal role in guiding and supporting team members to achieve their full potential. Additionally, as a project lead, I actively contributed to shared development ideas with senior leadership, fostering innovation and driving organizational growth. Building strong rapport with members was a cornerstone of my approach, enabling me to provide effective solutions to inquiries and ensure exceptional customer satisfaction. I consistently resolved an average of 100 customer inquiries per day while also adeptly presenting company products to meet their needs. Moreover, I provided valuable coaching to representatives on defusing escalated situations, equipping them with the skills and strategies needed to navigate challenging interactions with professionalism and empathy. Through these multifaceted responsibilities, I demonstrated a commitment to excellence in leadership, customer service, and collaborative problem-solving.

In aligning with the principles of Delivering an Extraordinary Experience, I consistently demonstrated the following customer behaviors: Effectively communicated the cost effectiveness of products, services, features, and special offers to customers, ensuring transparency and enabling them to make informed purchasing decisions that best suited their needs and budgets. Collaborated closely with store management to successfully launch new products, services, or processes, leveraging teamwork and coordination to ensure seamless implementation and optimal customer engagement. Proactively worked towards meeting and exceeding assigned goals for customer experience reputation, sales and service, revenue, and productivity, demonstrating a strong commitment to delivering exceptional service and driving positive outcomes for both customers and the organization. Through these actions, I consistently strived to uphold the highest standards of customer satisfaction and engagement, contributing to a positive and impactful customer experience that set our organization apart.