NEFTALÍ DELGADO PAGÁN

Tel. (787) 341 - 7857 l E-mail. delgado.ilatfen21@gmail.com

Professional Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets
goals, and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with
excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus
builder.

Experience

Jan 2023 – Mar 2023. Loyalty Financial Group, San Juan, P.R.
Business Support Manager (Full-Time 40 hours)
• Supervise the team of business support staff
• Responsible for providing quality service for facilities management
• Coordinate project development surveys
• Look into the legal obligations relating to contractual relationships with client and ensure that the
obligations are meet
• Work in partnership with other management team members to ascertain and carry out needs of
technical nature and precedence of the business
• Provide guidance and financial planning to the business
• Provide documentation support, procedure, and financial initiatives for the business
• Responsible for the administration of the business unit
• Support the auditing process, the training, and the coordination of projects.
• Effectiveness in time management and the organization of communicating complex information to
staff at different levels.

Dec 2021 – Dec 2022 La Sirene, San Juan, P.R.

Human Resources Manager (Full-Time 40 hours)
• Recruit, hire, create records, document employee cases, audit timecards and create reports as
OSHA and CSFE.
• Organize and create motivational activities for employees.
• Implement incitive programs to increase sales.
• Provide trainings and employee’s evaluation.
• Work with Interboro payroll systems.
• Preparation of reports and infographics, control of the indicators of offices and points of sale.
• Develop entry-level staff to become valuable salespeople.

Dec 2015 – Dec 2021 Oriental Bank, San Juan, P.R.

Collection Mortgage Supervisor (Full-Time 40 hours)
• Developing objectives for the call center’s day-to-day activities
• Conducting effective resource planning to maximize the productivity of resources.
• Collecting and analyzing call-center statistics AVAYA (customer service metrics etc.)
• Step in when an employee needs help dealing with customer concerns, offer advice, or authorize a
special adjustment. Scheduling workers to ensure adequate coverage is also one of their duties.
• Negotiate payment arrangements and help them avoid late payments, foreclosures, or
repossessions. (FHA, RURAL USDA, Fannie Mae & Freddie Mac)
• Contacting customers regarding the status of their account. They notify them of any fees that are
due and inform debtors of their situation with the company.
• Determine which factors are affecting the debtor’s responsibility to keep his or hers account up to
date; offering counsel about all the alternative the loss mitigation and institution offers to regularize
his or her debt.
• Receives the clients’ payments, prepares, and processes the payment’s, the same day it is received,
in the Collections Department.
• Collection System Call Center Pay & Horizon by the daily payments reports.
Jan 2012 – Dec 2015 Wells Fargo, Los Angeles, CA
Sales Representative (Full-Time 40 hours)
• Providing excellent and prompt service in all customer interactions to ensure satisfaction
• Following up with customers who are referred by tellers based on confirmed needs. Completing teller
job duties as necessary. Based on the specific store's needs a CSSR (LO) may spend a portion of
their time handling cash transactions.
• A credit report is obtained and analyzed.
• Assessing and referring those customers interested in a dwelling secured product to a SAFE team
member.
• Assisting customers without taking an application and without offering or negotiating terms of a
dwelling secured transaction. Individuals in a LO position also must meet the Loan Originator
requirements under Regulation Z (LO) outlined in the job expectations below.

Education

• NUC University Aug 2010 – Jul 2014

B.A. Business Administrations / Accounting.
• Inter American University
B.A Business Administrations / Human Resources Management Aug 2006
• National College of Business and Technology
Associate Degree Business Development Management Jull 2008

Certifications

• Nationwide Mortgage Licensing System Jun 2015

a) NMLS NUM. 1510829

• Mortgage Bank School of PR Aug 2016

a) S.A.F.E. Act (20hours)

• Small Business Certification (POS & Cash-Management) Jan 2020

• Oriental Bank Puerto Rico Jan 2020

a) Risk Reduction – Money i) Cyber Security
Laundering Prevention j) Truth in Lending Act (TILA- Close-
b) Servicemembers Civil Relief Act (SCRA) End)
c) Regulation E k) Global Sanctions
d) Regulation DD l) Telemarketing & Telephone Etiquette
e) Truth in Lending Act (TILA Open-End) m) Identity Theft
f) Home Mortgage Disclosure Act (HMDA) n) Fair Credit Reporting Act & Federal
g) Law for the protection of active members of the trade Commission (FCRA+FACT Act)
military service (SCRA) o) Consumer Information Privacy
h) Credit and Lending Discrimination Under p) The Community Reinvestment Act
(ECOA/FHA) (CRA)