Sonia Pena
Liberty
Summary
Accomplished Operations Associate experienced in banking services and operational leadership. Enhanced customer service and streamlined procedures through effective problem solving and data analysis, resulting in increased efficiency and satisfaction. Pursued Medical Billing and Coding courses to expand skill set and enhance future contributions.
Overview
26
26
years of professional experience
2
2
Certifications
Work History
Operations Associate Sr.
UMB Bank
Kansas City
08.2000 - 03.2026
- Managed daily operations, ensuring efficient workflow within banking services.
- Coordinated communication between departments and mutual fund clients, improving customer service satisfaction.
- Investigated root causes of transaction errors, analyzing data for accurate financial records.
- Supported compliance with regulatory requirements and internal policies for customer and bank.
- Trained new staff on operational procedures and customer interaction protocols.
- Developed operational procedures that streamlined workflow and reduced processing time.
- Resolved customer inquiries promptly, fostering positive customer relationships.
- Maintained positive relationships with staff and management, supporting organizational teamwork.
Education
High School Diploma -
East High School
Kansas City, MO05-1988
Skills
- Financial reporting
- Data analysis
- Compliance monitoring
- Operational Lead
- Procedures development
- Transaction auditing
- Cross-department communication
- Team leadership
- Staff training
- Scheduling coordination
- Documentation and recordkeeping
- Clerical Tasks
- Data entry
- Problem solving
- Attention to detail
- Customer service
- Adaptability and flexibility
Certification
Medical Terminology and the Human Body Fundamentals- MedCerts issued Certificate
Timeline
Operations Associate Sr.
UMB Bank
08.2000 - 03.2026
High School Diploma -
East High School