HEDER GRANILLO LÓPEZ

Provided bilingual customer and floor support (English and Spanish) to clients in the USA and Canada, resolving live issues and managing case escalations. Delivered coaching, feedback, and training, conducted in-depth research to resolve disputes, and identified improvement opportunities, enhancing the overall customer experience.

Managed communications by prioritizing urgent matters for executive review, collaborated effectively with colleagues to execute special projects, and oversaw budgets and financial records for accurate reporting and analysis.

Performed risk assessments to identify high-priority areas, executed audit phases with data analysis using accounting software, and managed multiple audits simultaneously, ensuring timely completion without compromising quality.

Maintained compliance with industry regulations, collaborated with the accounting manager to minimize regulatory risks, and conducted audit phases with data analysis in accounting software.

Conducted operational audits for over 30 branch offices in Mexico, prepared bilingual audit reports (English and Spanish) for headquarters in Austin, Texas, reviewed financial performance, expenses, and liabilities, and developed audit manuals and processes, including cash counts and bank account supervision.

Oversaw 20+ branches, conducted store audits, monitored performance metrics to adjust strategies, coordinated interdepartmental operations, and managed a team of 25+ coworkers.