Ofilia Galvan

Experience

• 

  Providian Financial

  Oct 1999 - Oct 2001

  Executive Office Specialist

  • Assisted customer’s that have either obtained legal services or has threatened legal actions against the company.• Worked with other departments/area’s within the company as well as outside agencies to full fill our customer’s request or obtain additional information to• fill their requests.• Responsible for making sure that all requests and update on customer’s • accounts are completed by the given time frame.• Completed my own maintenance on customer’s accounts such as Annual Percentage Rate (APR) changes, fee reversals or credits to account’s as well as any policy/term changes to their account agreements.• Assisted customer’s with making payment arrangements or deferrals on their account’s and following up with them regarding their balance’s and payments.• Received training in additional back office procedures such as Customer Correspondence, Credit Collections, and Credit Bureau Research.• Responsible for writing confirmation letter’s for every customer I have • assisted that has any changes that reflect on their account.• Assisted escalated customer’s with various requests regarding their accounts.• Completed research request for other co-worker’s as well as manager’s. Show less

• 

  Washington Mutual Card Services

  Oct 2001 - Jun 2005

  Loss Detection Investigator, Transaction Review/Card Fraud Services

  • • Work Deposit Activity Report and review customer’s account’s for possible deposit fraud.• • Review account’s for unusual deposits.• • Responsible for placing proper restraints on accounts ( these restraints prohibit certain activity not approved by back office) which have been found to have• possible deposit fraud.• • Responsible for placing proper dollar holds on accounts that do not warrant• credit of a recent deposit and ordering copie(s) of the item(s) deposited to• verify if it/they is/are valid.• • Work with other area’s of the company on account research and account • history information.• • Work with other financial institutions receiving and obtaining information regarding customers or potential customer’s that may pose a risk to us or other bank’s.• • Assisted customer’s with block’s issued on their ATM/VISA check cards.• • Contacted customer’s regarding unusual activity taking place with their VISA cards. Tried to verify purchases with customer’s and prevent possible fraud on their account.• • Worked various paper reports such as Empty Envelope, QAR (Questionable Activity Report) , Card Compromised, Confirmed Fraud, Merchant Alerts, and Travel updates. Show less

• 

  Washington Mutual Card Services

  Jun 2006 - Dec 2007

  • Work with outside agencies to attempt to recovery funds for Washington Mutual from customers in a pre-collection or charged off status.• Team is responsible for processing payments mailed in to Washington Mutual or made through an outside collection agency.• Team responsible for updating customers profile with collection information i.e “Account Paid in Full”.• Drafting correspondence for customers regarding information on their account.• Filing appropriate paperwork for employees and customers.• Approve Promissory Note agreements and/or contracts.• Team is assists in attempts to collect funds from the customer.• Team is responsible for ensuring monetary amounts are posted to the correct General Ledgers (GL’s) for Washington Mutual.• Creating and updating Excel spreadsheets , MS word Documents and Power Point Projects. Show less • Managing a Team of 12-15 employees. • Work with local law enforcement and outside agencies to reduce losses.• Responsibilities include distributing work to all Card Fraud employees • on a daily basis.• Maintaining Attendance records for my team as well as others when Management is off and/or out.• Approving Time Off/ Vacation requests.• Approving/reviewing time cards• Conduct browse audits for each employee on a monthly basis.• Conduct side by sides with employees on a monthly basis.• Conduct phone audits for employees on a monthly basis.• Providing coaching and feedback in areas that show room for • improvement with my employees.• Assisting the Analysts with any questions and/or concerns they may have with an account and/or customer.• Working with other areas within the department to improve current functions or process’s that would help increase productivity and/or workflow within our area.• Coaching and training new hires.• Working cases within our department.• Working on Special Projects. Show less

  • Risk Operations, Recovery Accounting Team Lead

    Jul 2006 - Dec 2007

  • Risk Operations, Card Fraud Services-Team Lead

    Jun 2006 - Jul 2007
• 

  Taleo

  Jan 2008 - Jun 2012

  Senior Product Support Specialist

  Provide technical support through telephone and email to internal and external customers* Perform efficient incident management while maintaining support quotas* Understand and assess customer-reported issues to determine prioritization* Serve as an internal knowledge resource for other members of the Taleo organization* Act as liaison between customers and all Taleo teams.* Manage documentation of assigned incidents* Maintain strong adherence to Service Level Agreements* Participate in special projects* Act as Technical Account Manager to special care clients, with regards to special projects, upgrading, performance management and overall Taleo related business.* Assist Customers on site with all technical aspects of the software Show less

• 

  Oracle

  Jun 2012 - Nov 2014

  Senior Technical Support Associate

  * Provide technical support via phone and email for Taleo software products: answer technical inquiries, diagnose reported problems or configuration issues, recommend possible solutions, follow issue through to resolution or escalate to appropriate internal or external groups* Perform efficient incident management while maintaining support quotas* Understand and assess customer-reported issues to determine prioritization; Determine clients configuration through remote access.* Assess compatibility or product-defect issues and note results of investigations in Oracle System* Implement solutions into customers' staging, test and production environments.* Serve as an internal knowledge resource for other members of the Taleo organization* Act as liaison between customers and all Taleo teams.* Manage documentation of assigned incidents* Maintain strong adherence to Service Level Agreements* Participate in special projects- Migrations/Upgrades* Point of Contact for special care clients, with regards to special projects, upgrading, performance management and overall Taleo related business.* Fulfilled team lead position whilst current manager was on maternity leave.* Train, develop and mentor new staff members to the Taleo support team. Show less

• 

  Velocity Technology Solutions

  Nov 2014 - now

  Taleo Implementation Consultant - Professional Services