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Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE LINKEDIN LINK AVAILABLEAward winning, bilingual, and self-motivated financial service professional recognized by doing whats right, in the best interest of the customers, team members and the company. Embrace change and eagerly assist those for whom change is difficult; relied upon leaders to translate new technology into clear and common language accessible to all. Passionate about education and technology and committed to learning something new every day for continuous self-improvement.EDUCATION Master of Business Administration IT Security Management Strayer UniversityBS Business Information Systems; emphasis in Business Analysis VCUCERTIFICATIONS CSM - Certified ScrumMaster May Street Address Scrum AllianceAWS Certified Cloud Practitioner (CLF-C01) March 2022 - AmazonBusiness Process Management BPM December 2019 - Capital OneEnterprise Language Accessibility, ELA Spanish October 2008 - Capital OneEXPERIENCECapital One Financial Solutions Chester, Virginia Oct 2008 - PresentBilingual Principal Operation Coordinator January 2021- PresentResponsible for providing high-quality resolutions for the customers' inquiries and complaints in the Collection customer resolution department. Handles complex customer inquiries based on customer-first culture by mitigating future executive complaints.Finding solutions for complex complaint cases in English and Spanish while staying in compliance with the baking industry regulations and company standards.Conduct in-depth case research by partnering with several lines of business and providing solutions to the customers' concerns from end to end.Identified business challenges and opportunities for improvement and solved them using analysis to make strategic recommendations to avoid future complaints.Leverage multiple systems to find resolution, updating and modifying accounts according to customers needs and concerns.Identify agents errors, provide accurate feedback to agents and managers, as well as fixing the agent errors to honor what was promised to our customers.Document well-managed business process step by step and present it to leadership to obtain approval before publishing in the employee procedural intranet.Credit Bureau Dispute Coordinator Internship March 2020-September 2020Responsible for researching, resolving, and responding to customer disputes related to the credit bureau and for entering accurate information regarding the findings of the dispute into the credit bureau dispute database.Handle incoming disputes from customers to resolve issues on credit bureau discrepancies and assist in updating actual information while conducting identity management.Conduct complex account research by using several systems and providing resolution for disputes.Prioritized and completed tasks according to regulatory guidelines and avoided regulatory and business infractions during the duration of the internship.Answer and resolve credit bureau reporting disputes within set parameters and update account information, as requested by customers within company guidelines.Senior Recovery Coordinator Legal Front-End April 2017 - December 2020Responsible for liquidating written-off personal and small business accounts on time before any legal action is taken against the customers to drive revenue for the department and company.Delivering superior customer service by understanding the needs of the customer and driving business results.Recognized for a highly organized and innovative approach to debt resolution with excellent outcomes.Successful use of skip tracing techniques resulting in a high percentage of locating unreachable customers.Overcome objections from customers by de-escalating negative emotions and educating clients on their financial responsibilities to make payments.Rigorous attention to rules, policies, and regulations when providing legal information as a tool to leverage collection: Consistently achieve 100% on quality ratings.Bilingual Senior Recovery Coordinator July 2011- April 2017Responsible for liquidating written-off personal and small business accounts within the credit card portfolio by providing ways to resolve debt on time, to meet metrics placed by management.Perform research by using skip-tracing techniques through various software and databases to locate debtors.Top department performer by negotiating and monitoring customer agreements.Overcome objects that customers have regarding solutions provided by helping them understand their financial responsibility.Analyze credit report history to negotiate settlements and payment plans within department guidelines.Process Coordinator II Intern, Customer Service On-Site Escalations April 2013 December 2013Managed third-party contractors by following processes and standards already in place and engaging directly with our vendors to make sure standards and policies were aligned with Capital One.Manage International business contractors by providing data, metrics, and other reporting regarding changes in our policies and practices as well as ensuring staffing metrics were met daily.Use analytical skills to track trends from data received and sent to our contractors and report changes to senior management and directors weekly.Excellent team player who worked in conjunction with the quality team, developers, and other team members in the validation and testing of complex project scenarios and the maintenance of quality standards.Managed external vendors to ensure they adhere to Capital One regulatory guidelines and policy.Work with the project team and key stakeholders to devise best practices and continuous improvement of project delivery across the company.TECHNICAL SKILLSSoftware:oWorked over 80 hours on SAP ERP: Enterprise Resource Planning System. Entered and managed crucial data, applications, and tools in Financial, Human Capital, and Operation management.oAble to create a virtual machine using VirtualBox.oWorked over 50 hours on Microsoft Project Management Software 2013 to plan and manage projects. Created a GANTT and PERT chart showing the progress of the project for SDLC.oCreated and managed projects by creating Business cases, Project Charter, Project Plans, Final Project reports, and Project Evaluation by using the proper procedures and software required.oCreated network floor diagram of an office being rewired on Microsoft Visio 2010 showing drops, server, and new locations of each computer, router, and patch wires and to the other devices.oOver 30 hours of experience in Microsoft Visual Studio and developing a working software program from scratch.o Able to track network packets and IP addresses through DOS commands.o Experience with Rational Rose Software using Unified Modeling Language (UML) to create database software.oDevelop a functional database using open-source relational database management systems such as MySQL and Oracle.oAble to read, write, and interpret in programming languages: HTML, XTML, C#, C++, and SQL.oExtended Software knowledge and experience: Microsoft Word, Microsoft Power Point, Microsoft Excel, Microsoft Access, Microsoft Outlook 2016, Microsoft Publisher.oExperience in Linux and UNIX operation Systems. Create a functional website using Adobe Dreamweaver.General: Problem-solving/creative thinking, teamwork, analytical, organized, attention to detail, communications. |
