Experience

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  Alpha power systems, llc

  Feb 2007 - Mar 2015

  Sales associate

  Assisted clients with estimates on product sold, handled both purchase order and shipping. Managed accounts in the USA, Virgin Islands, South America, and Central America. Trained new employees in product sales and customer relations. Responsible for financial accounting management, entering all data such as: purchase order, sale order, invoices, and part of the account receivable. •Develop strong relationships with clients as well as providing a quick solution to customer’s issues and concerns.•Provided management with monthly sale report that shows sales outcome in diverse territories. Extract data and created report for Sales Manager for review of product and territory performance. •Train and coach associates ensuring fast on boarding and minimal down time.•Successfully managed multiple projects while maintaining high standards in all routine tasks. Show less

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  Capital one auto finance

  Aug 2008 - Dec 2010

  Risk associate spanish

  Contact customer on outbound and inbound calls with past due accounts of 30 to 120 days. Offered multiple options to resolve delinquency and bring accounts current. Respond to customer account inquiries and assist with payment plans.•Create payment plans for customer with delinquent accounts, maintaining high level of customer satisfaction.•Research accounts, analyze data, and advise on customer budgets, enabling best payment plan for company and customer.•Communicate and negotiate effectively with customer providing strong client relationships built on listening skills and trust.•Achieved placement in the companies Gold and Elite Diamond Club; by constantly exceeding departmental and team goals for productivity and quality.•Selected by management to join companies Quality Circle. Goal of this group is help structure business needs as well as customer needs. Main purpose of this group is to transfer great ideas from the associates and the Loss Mitigation experts, into actions that improve the work environment, customer experience, and business results. Show less

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  Capital one

  Jun 2011 - now

  Supervise the work of nine Senior Coordinators to ensure adherence to quality standards, regulatory compliance, current procedures, and deadlines. Provide team with guidance in scoring complex calls and regulatory knowledge. Resolve escalated complaints and disputes that come from different lines of businesses. Meet with peers and manager regularly to discuss and analyze productivity, service, and plans for growth.• Improved communication with line of businesses by engaging the management team during calibration sessions, one to one conversations, and when answering Quality Assurance questions. • Effectively identified opportunities for improvement in quality monitoring forms and submitted suggestions for form modifications.• Successfully identified opportunities for improvement in How-to tasks and submitted suggestions for tasks modifications. • Acknowledged by management for the communication skills utilized to engage the team and cross-site leaders in the department. • Recognized by management for the ability to quickly learn and apply knowledge in a new work while consistently meeting and exceeding expectations.• Created monthly productivity tracker to report monitors completed, weekly volume, and percent to monthly completion for the team.• Responsible to assign monthly responsibilities to Senior Coordinators such as monthly quality goals, special projects, and quality reports. Received commendation from manager for accuracy and for never missing a deadline. • Appointed to serve on the Associate Engagement and Decorating Committee, responsible for managing team area decorations, contest, and activities to improve morale in the team. • Selected to serve on the Communication Committee, reasonable for gathering ideas to promote an open communication between associate and manager. • Quarterly Department Recognition - ROAR winner – Top 5% Show less Monitored and documented agent call quality in support of the departmental goals and initiatives. For the purpose of measuring service skills, policy adherence and collecting data to drive effective employee coaching and training.• Provide Supervisors and the Managers with regular performance feedback on the agents.• Coordinate and facilitate call calibration sessions for call center staff.• Assisted in creating training deck based on a new QA form with talk offs/example for agents. -This training deck was later presented in team meetings and the new training classes. • Analyzed monthly quality scores to report risk and send recommendations to managers. Complete Monthly Quality Report in PowerPoint presentation. • Identify company risk and adhere to compliance for third party product. Extract data from outsource calls and distribute high risk information to be monitored and reported to senior management. • Responsible for gathering and presenting team metrics by updating department goals, new assignments, and inputting projects to a process board for visualization by group to maintain engagement and productivity.• Cross-trained in multiple lines business: Fraud Account Supervisor (FAST) Fraud Recovery (FR), and Debt protection Operations - Partnership and Branded Book (DPO)• Trained new members of the team on current role, systems, and line of business expectations. • Quarterly Department Recognition - ROAR winner – Top 5% Show less Responsible for researching customers account activity and analysis to assess levels of fraud risk. Conduct appropriate corrective action through customer contact to verify legitimate usage. •Perform additional verification on customer who failed verification out of the IVR •Educate customer about Mass compromise situations that require account close down and reissue a new card •Identity concerns where the account has been opened or taken over by another party.•Verify account activity and customer’s identity.•Helped develop and manage the Fantastic FAST pack. A monthly recognition program for associates divided into 4 sections. Manager recognition, peer recognition, CSAT satisfiers, and compliment calls. •Developed ECR/ECA PowerPoint for associates. •Assisted management with new department (Spanish FAST)o Created a reference guide for associates. o The reference guide included: Talk offs, disclosure translations, and important information about certain task Spanish FAST used to handle. •Quarterly Department Recognition - ROAR winner – Top 5%•Awarded Manager Recognition and Peer Recognition several times. Show less

  • Unit Manager

    Oct 2019 - now

  • Front Line Manager

    Sept 2018 - now

  • Principal Coordinator II, Quality Monitoring Organization

    Sept 2016 - now

  • Senior Coordinator, Quality Monitoring Organization

    Mar 2013 - now

  • Fraud Coordinator, Fraud Account Supervisor Team

    Jun 2011 - Mar 2013
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  Hilton worldwide

  Jan 2014 - Jan 2015

  Coordinator luxury desk, work at home

  Receive incoming calls and assist guest with booking reservations. Engage and understand customer’s questions and specified requirements while adhering to corporate policies and guidelines. Process reservation, changes, and cancellations in a timely manner. •Receive 100% survey ratings on all booked reservations. •Confirm hotel reservation and cross-sell for multiple properties.•Meet quality metric and performance monetary bonus.