Manager Quality Control

904-***-****•**********@*****.***

Maria A. Copeland

Maria A. Copeland

**** ****** **** ***** ***. 132 Jacksonville, Fl 32216

904-***-**** **********@*****.***

Professional Summary

Dependable Business Professional who demonstrates strong leadership, communication, and organizational skills. Expertise

in corporate operations and production, workflow planning, and staff supervision. Ability to work effectively in a team

environment.

Experience

Citigroup –Jacksonville, Florida 2010-Present

Collections Specialist

Used automated telephone dialing system to notify customers with delinquent accounts

Handled all calls in a professional and timely manner.

Negotiated repayment arrangements with customers.

Auto Credit (Today’s Staffing)-Jacksonville, Florida 2007-2008

Auto Collections Specialist

Managed customer accounts to ensure the collection of past due retail and lease financing of new and used vehicles sold.

Used communication and analytical skills to provide problem resolution.

Collected on newly delinquent accounts (1st party), all while maintaining the highest levels of excellence.

Citigroup-Jacksonville, Florida 2000-2007

Operations Workforce Manager (2005-2007)

Managed a team of 30 associates, while reporting directly to Unit Manager. Set processes in place to ensure quality and

accuracy while maintaining a high level of productivity.

Conducted all pre-training and on-the-job training of new associates.

Tested new systems and procedures prior to implementation.

Assumed all responsibilities to maintain a successful and efficient working environment in absence of unit

manager.

Quality Control Analyst (2005)

Handled all quality-monitoring aspects of Central Services. Ensured that all work

and procedures met Citigroup’s strict policies.

Maintained quality updates and information using flowcharts programs.

Updated business manuals semi-annually or as needed.

Updated MIS results and reported to upper management.

Clerk/Image Specialist (2001 2005)

Accurately matched and sorted incoming correspondence to distribute to appropriate category. Assisted in creating a

paperless environment by prepping tangible documents for imaging. Assured that all documents scanned into the Kodak

Capture Pro were accurate and legible.

Exceeded quality standards.

Increased productivity by accurately analyzing and channeling client correspondence to be distributed to 10

different processing groups.

Identified and resolved system problems to deter the interruption of business.

904-***-****•**********@*****.***

Maria A. Copeland

10 Key Data Processor (2000 2001)

Quickly and accurately input address changes to flag accounts for billing statement delivery and prevent possible

fraudulent use of client information.

Consistently met production standards.

Assisted other departments during low volume periods.

Bank of America Jacksonville, Florida 1998 2000

Statement Rendering

Responsible for mail distribution and delivery, prepared and filed stop payment notices. Reviewed large dollar items for

sorting payments and verifying payees.

Consistently met production standards.

Created and maintained balance invoices for deposits.

Education

Samuel W. Wolfson High School

Software/System Skills

Microsoft Access

Microsoft Excel

Microsoft Word

Company Database Program

10 Key Data Processor (Alpha & Numeric)

Kodak Capture Pro Scanners 1810 & 7500

Contact this candidate