Juan C Flores

Experience

• 

  Carmax Auto Finance

  Feb 2002 - Aug 2014

  • Managed four external vendor relationships by coordinating all vendor management tasks and processes to ensure due diligence, risk assessment, financial analysis and continuous quality assurance monitoring • Measured, tracked, reported and evaluated vendor performance; identified and implemented efficiencies associated with vendor management • Created business opportunities internally and collaborated with all internal stakeholders to prepare solutions and formulate workflow processes, methods and policies for vendors• Responsible for managing to completion and ensuring profitable resolution, including settlement offers of impounded or seized vehicles; supervised and delegated follow up for intent, while negotiating fees and ensuring compliance with all applicable rules and regulations • Subject matter expert and team lead/trainer, ensuring quality assurance and productivity standards were met and exceeded by queue audits, call monitoring and dollars collected • Managed and organize special projects for the team including incentive budget, determining when to hold or forward account to outside collection agency Show less • Monitor the production environment and respond to event alerts. Coordinated efforts to resolve alerts by communicating issues to clients, IT engineers and managers until resolution• Performed first-level troubleshooting of issues and coordinated activation or expansion of existing services, including testing• Actively participated in disaster recovery/business continuity and testing, including actual live fail over and fallback exercises. Responsible for creation of Root Cause Analysis (RCA) for production events• Supported IT business processes, including change and configuration management, disaster recovery and business continuity Show less • Managed a portfolio of accounts 0-120 days past due resulting in top-tier recovery rates and reduced delinquencies• Deliver outstanding customer service while negotiating payment arrangements; demonstrated knowledge and compliance with all applicable laws while determining if an account meets repossession criteria• Led in planning and creation of Spanish-speaking team. Established policies and procedures to deliver quality service to bilingual calls• Daily reporting and tracking of collection activities for newly-created Spanish-speaking department Show less • Managed a portfolio of accounts 0-120 days past due resulting in top-tier recovery rates and reduced delinquencies• Deliver outstanding customer service while negotiating payment arrangements; demonstrated knowledge and compliance with all applicable laws while determining if an account meets repossession criteria• Led in planning and creation of Spanish-speaking team. Established policies and procedures to deliver quality service to bilingual calls• Daily reporting and tracking of collection activities for newly-created Spanish-speaking department Show less

  • Senior Recovery Analyst

    Jan 2013 - Aug 2014

  • Senior Business Optimization Analyst

    Jan 2010 - Jan 2013

  • Business Support Representative

    Jun 2006 - Aug 2010

  • Account Manager Representative II

    Mar 2003 - Jun 2006

  • Account Manager Representative I

    Feb 2002 - Mar 2003
• 

  Allconnect

  Aug 2014 - Jan 2019

  Workforce Analyst

  • Analyze forecasts and other data to develop staffing schedules and minimize compliance risks to optimize call center resource allocation• Improve agent productivity, satisfy customer needs and proactively increase revenue• Responsible for the operational efficiency of 450+ employees across North and Central America• Identify optimal balance of service cost tradeoffs and means to improve service KPIs without adding staff• Resolve acceptability conflicts and develop resolutions while examining schedule horizon tradeoffs• Develop communication plans and strategies to educate staff on quality and cost implications of adherence Show less

• 

  Qualitest

  Jan 2019 - Feb 2022

  Quality Engineer

  Worked on manually testing consumer mobile apps on Android, iOS and Huawei for major weather application.Responsible for any and every release happening for Android/Huawei which includes coordinating with various technical and business teams and working as a liaison between them and finalizing every detail of the release including release notes etc.Managed the testing efforts for Android and Huawei builds. Responsible for offshore team delegation and communication to discuss testing needs and bug triage. Executed testing plans and provided management with analyzed test results and provided recommendations for release.Manually tested various modules of the application to ensure application stability and functionality.Involved in preparation of Test Plans for different modules and documented test cases and scripts for various screens of the applicationWrote clear and concise bug reportsMentored junior team members Show less

• 

  Qualitest

  Jul 2022 - now

  Acting QA lead, I spearheaded 3 initiatives enabling improvements to billing for 3rd party vendors. Defining business requirements, scoping work and staffing required to demo and pilot the projects, I collaborated closely with the Program Manager, Project Manager, BA, and business partners to embed Quality Methodology throughout the project lifecycle. Managed a team of 2-4 QA testers to deliver 6 fully tested initiatives.Led test scoping, planning, kick off, execution and wrap-up for all initiatives. Guided defect triage and oversaw defect resolution.Collaborated with business units to complete user acceptance testing of certain initiatives.Coordinated and reported all QA testing effortsActively participated in daily scrum meetings

  • Senior Quality Assurance Specialist

    May 2023 - now

  • Quality Assurance Specialist

    Jul 2022 - May 2023
• 

  Stratfield Consulting

  Oct 2023 - now

  Software QA Engineer