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DANIEL ARROYO Resume Eng
- 1. DANIEL ARROYO Urb. Vista Hermosa, Calle D, Edificio Montecchio # 102 Cumbaya Home: 02-600-0602 | Cell: 0999-777-100 | darroyo75@hotmail.com PROFESSIONAL SUMMARY Committed, detail-oriented and hardworking manager with more than 15 years of experience in the customer service field; devoted to operations and process improvements. Proficient in research, finance, case management and customer relations. Defined by the ability to rapidly understand new technologies and gain new skill sets in fast paced environments. EDUCATION Sep/2000 Associate of Arts: Business Management Universidad San Francisco de Quito - Colegio de la Comunidad 鐚 Quito Ecuador Business Management / Administraci坦n de Empresas May/2004 Bachelor of Science: Business Management University Of Maryland 鐚 Maryland, United States Business Administration (Dean's List) CORE QUALIFICATIONS Implementing new business systems and processes Strategic planning Critical thinking Teamwork oriented Customer relations Resourcefulness Managing multiple priorities Microsoft Office Suite Finance & resource management EXPERIENCE American Citizen Services Supervisor and Management Specialist 04/2012 to 11/2015 Embassy of the United States Of America 鐚 Quito, Ecuador In charge of preparing and managing the budget of the entire consular section; monitored ongoing expenses relative to budget projections. Responsible for preparing the yearly work and statistics report of the operations of the section for the Department of State. Successfully managed the operation of the American Citizen Services (ACS) and Federal Benefits units basedon standard operating procedures while identifying areas for improvement in fields like: security, customer service, human resources, budgeting, procedures, legal issues, and ACS policy/strategy. Provided counseling, recommended training and annual goals and objectives in addition to preparing performance evaluation reports for supervised staff. Planned the work of the unit and made adjustments of work schedules and procedures based on demand. Implemented processes to streamline workflow directly related to passport operations to increase efficiency and improve customer service standards.
- 2. Federal Benefits Specialist - Consular Section 01/2009 to 03/2012 Embassy of the United States Of America 鐚 Quito,Ecuador Managed the Federal Benefits portfolio for the country of Ecuador, responsible for developing and processing the full range of cases and related claims work. Carried out investigations to determine initial and continuing benefit eligibility. Prepared and submitted finaladjudication proposal packages for benefits to the regional offices for Social Security, Veterans Affairs and Office of Personnel Management. Took the to modernize the operation by switching to a paperless process. Moreover, managed to implement the new direct deposit service for beneficiaries nationwide with a 90% acceptance. Non-Immigrant Visa Assistant - Consular Section 07/2008 to 12/2008 Embassy of the United States Of America 鐚 Quito, Ecuador Responsible for performing full range of duties related to the processing of non-immigrant visas in a high-volume operation. The position requires a high level of attention to detail, knowledge of complex laws and procedures, and command of specialized computer systems. In addition, it was essential to possess the ability to learn and adapt quickly to frequent changes in laws, procedures, policies and practices while maintaining the ability to communicate with applicants courteously, succinctly and accurately in both English and Spanish in a high stress environment. Moreover, a high degree of integrity to ensure security of all accountable items to maintain strict confidentiality of all sensitive information was required. General Manager 11/2007 to 06/2008 Galileo Technical Institute of Arts 鐚 Quito,Ecuador In charge of planning and executing the financial plan for the Institute while managing the budget and supervising the accounting system. Managed the new student-recruiting program, and carried out a marketing plan to promote the institute, its new carriers and admissions. Coordinated advertisement and social media. Oversaw payroll, acquisitions and customer service. Reported weekly to upper management. Sr. Claims Adjuster Stare Farm Insurance Companies 鐚 Frederick, Maryland U.S.A. 01/2004 to 07/2007 Claims adjuster for personal and commercial lines. Handled over eight types of insurance policies with different variations according to each of the six states in the Mid-Atlantic Area. Provided outstanding customer service while handling complex regulatory material in order to comply with the rules and regulations of every statesinsurance department. Helped create a bilingual customer support team, assisted as the liaison between upper management and Human Resources for the development of the team including: planning, budgeting, marketing, recruiting, selection and training. Insurance Adjuster Stare Farm Insurance Companies 鐚 Germantown, Maryland U.S.A. 04/2001 to 12/2003
- 3. Handled coverage issues and liability decisions on auto policy according to the rules and regulations of six states. Reviewed claims, contacted customers, explained claim process and available coverage. Provided support to other departments when they needed assistance translating for a Spanish- speaking customer. Sales Coordinator Celebrity Flowers 鐚 Quito Ecuador 02/1999 to 12/2000 Coordinated shipments with farm and cargo agencies based on daily availability and arranged weekly sales/shipments with new and existing customers from Europe and United States. Issued invoices and packing lists for daily sales and coordinated export permits. Prepared monthly financial statements and assisted with personnel, marketing, accounting and administrative functions. Teller Nations Bank/Bank of America 鐚 Germantown, Maryland U.S.A. 04/1997 to 09/1998 Bilingual customer service representative and financial advisor in charge of processing teller transactions including treasury bonds, credit cards, checks, traveler checks. Assisted other departments when needed to translate for Spanish speaking customers. Customer Service/Front Desk Hotel Oro Verde 鐚 Quito,Ecuador 01/1996 to 03/1997 Greet customers confirm existing reservations and create new ones. Phone operator. Provided bilingual assistance and customer service. LANGUAGES Fluent English-Spanish PERSONAL INFORMATION Age: 40 years old / Date of birth: January 1st, 1976 Place of birth: Quito, Ecuador - Citizenship: U.S./ Ecuadorian Marital Status: Married REFERENCES Karen Conole - Human Resources Officer, U.S. Embassy Quito
- 4. Ph# 398-5028 - conoleke@state.gov Mauricio Ricaurte - General Manager - Prevenir Cia. Ltda. Quito - Ph#. 2249716 / 0999445710 - mricaurte@prevenir.com.ec Jorge Herrera - Comptroller - Grupo Creativo - Quito Ph# 373-1420 / 0999216929 - jorge.herrera.c@grupocreativo.ec Additional references upon request.