DawnaJo Cruz
Talofofo,GU
Summary
Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Business Manager with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach. Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Business Manager
Su'Prim, Inc.
Hagatna, GU
01.2017 - Current
- Reviewed existing contracts with vendors and suppliers to ensure compliance with company standards.
- Assessed employee performance evaluations and recommended changes or improvements as needed.
- Recommended process improvements that would reduce costs while increasing productivity.
- Negotiated pricing agreements with vendors and suppliers based on organizational needs.
- Managed a team of staff members, providing guidance and direction to ensure successful completion of projects.
- Prepared monthly financial statements for review.
- Conducted research on current industry trends to identify potential areas for improvement in business operations.
- Maintained financial records, prepared budgets, and monitored expenditures.
- Developed and implemented policies and procedures to improve operational efficiency.
- Implemented safety protocols throughout the workplace to protect employees from harm.
- Ensured compliance with legal, regulatory, and ethical standards across the organization.
- Utilized data analytics to inform decision-making and identify areas for improvement.
- Spearheaded innovation projects to develop new products or services and enter new markets.
- Managed budgeting, forecasting, and financial analysis processes to ensure financial health.
- Used variety of software packages to support sales functions.
- Developed strong supplier relationships by obtaining alignment and delivering on mutually established goals.
Member Service Representative III
Navy Federal Credit Union
Santa Rita, GU
08.2014 - 05.2024
- Assisted with the opening of new accounts and processed account maintenance requests.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Followed up with customers after their interaction with the organization's services.
- Assisted colleagues with tasks as needed during peak times of activity.
- Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Processed loan applications and documented loan decisions according to policy requirements.
- Verified identity information on new accounts using established procedures.
- Identified opportunities for cross-selling additional products or services based on member needs.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Greeted customers in a friendly and professional manner.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Researched complex issues related to accounts or services provided by the organization.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Mentored junior team members and managed employee relationships.
Collector I
BankPacific, Ltd.
Hagatna, GU
08.2012 - 08.2014
- Prepared monthly reports summarizing collections activity for management review.
- Reached out to customer to pursue payments, remind of obligations and discuss default procedures.
- Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.
- Filed legal documents such as court summonses and liens against delinquent debtors.
- Analyzed customer payment histories to determine eligibility for special payment plans.
- Provided guidance and assistance to customers who were facing financial difficulties.
- Drafted letters to debtors informing them of their delinquent status.
- Participated in regular meetings with internal staff to discuss strategies for improving collections efforts.
- Adhered strictly to all applicable federal laws governing consumer protection rights during collection activities.
Education
GED -
Guam Community College
Mangilao10-2009
Skills
- Employee Management
- Budget Administration
- Client Relationship Management
- Operations Management
- Customer Service
- Loss Prevention
- Partnership Development
- Staff Training
- Financial Administration
- Project Management
- Team Building and Leadership
- Coaching and Mentoring
- Customer Relations
- Employee Motivation
- Business Administration
- Process Improvement
- Human Resources Management
- Data Management
Certification
- Mortgage Loan Originator - NMLS#2597810
Timeline
Business Manager
Su'Prim, Inc.
01.2017 - Current
Member Service Representative III
Navy Federal Credit Union
08.2014 - 05.2024
Collector I
BankPacific, Ltd.
08.2012 - 08.2014
GED -
Guam Community College
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