Yamel Colón Santiago
Summary
Bilingual operations and customer service professional with experience supporting high-volume call environments, client escalations, and cross-department coordination. Skilled at leading teams, optimizing workflows, and maintaining calm, structured communication during time-sensitive or emotionally charged situations. Background includes operational development, onboarding support, presentation design for training materials, and direct customer engagement in financial, healthcare-adjacent, and service industries. Strong commitment to service accuracy, team support, and compassionate communication in emergency-related contexts. My leadership approach focuses on supporting team members through clear communication, consistent expectations, and a solutions-oriented mindset. I prioritize creating an environment where staff feel confident, informed, and empowered to deliver exceptional service.
Overview
8
8
years of professional experience
4050
4050
years of post-secondary education
1
1
Certification
Work history
Consultation Services
EASB Solutions
01.2024 - 11.2025
- Reviewed the current onboarding process for our client, TeleMedik, and provided an action plan to resolve their issues with the content of their onboarding and structure.
- Designed high-impact presentations using PowerPoint, Google Slides, and Canva for internal teams, executives, and client-facing meetings.
- Transformed raw content into visually engaging layouts while maintaining brand consistency and professional standards
- Managed social media content for several clients and helped them meet their metrics goals. In general, my clients saw a 33% increase of their followers after implementing my content plan.
Mortgage Technician
PB Mortgage Servicing, Default Management
10.2021 - 08.2023
- Collections support - issues with payment processing, skip trace, payment authorization for accounts in default related status, and u applied funds
- Mailing - all letter were sent manually, managed return mail and written claims
- Loss mitigation - provided orientation of relief alternatives and processed requests
- Escrow - managed daily escrow reports, payments and sent required notifications to clients and/or insurance agencies regarding payments
- Foreclosure - managed pre-foreclosure lists and handled foreclosure analysis, as well as clients who wanted to reinstate their mortgage loans after foreclosure activation
- Systems: FIS Black Knight, AIS (PO managing system), e-Oscar (credit claims), Experian (credit report and Sand Castle (BPOs & agents)
Assistant Administrator; Mortgage Collections division
BPPR
11.2020 - 10.2021
- Managed all mailing, filing, personnel inventory and equipments, budgets for CCs and POs
- Worked with vendors to adjust contract terms, updates payments and requests
- Reviewed employee’s incentives and compensation, as well as provided assistance with PTOs for supervisors
- Managed and scheduled agendas while keeping track of important timelines for various projects
- Handled review, updated and changed daily reports corresponding to issues with payment processing. This also included contacting clients to make adjustments with any issues regarding their payments
- Managed change and transfer of our department due to organizational changes along with communications between different departments.
Adjuster; Mortgage collections, call center division
BPPR
02.2018 - 11.2020
- Contact customers by phone to encourage and secure payment for their mortgage
- Make a comprehensive analysis of the client's current status and determine reason for overdue payment while providing information of alternatives that can possibly accommodate the financial struggles of our clients
- Tasks management and proper use of different applications to increase productivity while applying day-to-day instructions of our ever changing regulations, laws and data processing. Proper documentation to facilitate adequate information about our clients and meet their needs
- Trainings: UDAAP and Money laundering, Cyber security, use of MSP and Administrator, Loss Mitigation disaster relief (Post Hurricane Maria, Earthquakes and Pandemic), Bank security and secrecy
Education
High School Diploma -
TASIS Dorado
BA - Psychology
Universidad del Sagrado Corazón
Masters of Interior Design - Interior Design
ESDesign
Skills
- English and Spanish
- Presentation Design: PowerPoint (Advanced), Google Slides, Canva, Adobe Suite, Template Creation, Layout & Typography, Data Visualization, Brand Consistency
- Content Management: Social Media Planning, Copywriting, Visual Strategy, Content Calendars, Audience Engagement, Basic Analytics
- Data Entry & Accuracy
- Reporting & Internal Documentation
- Fully bilingual - English and Spanish
- Customer service
- Detail-Oriented
- Calm Under Pressure
- Organized & Proactive
- Adaptable in Fast-Paced Environments
- Computer skills - Word, Excel, PowerPoint, Microsoft 360, Publisher, QuickBooks in both Mac and PC
- Excellent interpersonal skills, multitasking and group dynamics
- Problem-solving
- Client Relationship Management
- Conflict Resolution
- De-escalation
- SLA & Quality Monitoring
- Daily Operations Coordination
- Performance Communication
- Coaching & Feedback
- Shift Prioritization
Certification
Google & Microsoft Certification in UX/UI Design - in progress
Languages
English
Native
Spanish
Native
French
Elementary
Volunteer Experience
- Castillo del Rey, Working in the infirmary assisting as the teacher, taking care of children starting from the age of two until four, every other Sunday from 11am to 1pm.
- Humane society, Taking care of dogs and cats by cleaning them, cleaning their cells and cleaning the area where they are kept.
- BPPR Beach clean up crew
Timeline
Consultation Services
EASB Solutions
01.2024 - 11.2025
Mortgage Technician
PB Mortgage Servicing, Default Management
10.2021 - 08.2023
Assistant Administrator; Mortgage Collections division
BPPR
11.2020 - 10.2021
Adjuster; Mortgage collections, call center division
BPPR
02.2018 - 11.2020
High School Diploma -
TASIS Dorado
BA - Psychology
Universidad del Sagrado Corazón
Masters of Interior Design - Interior Design
ESDesign