VERONICA HERNANDEZ

Deltona, Florida, *****

386-***-****

ac9kg2@r.postjobfree.com

Professional bilingual leader, in managing credit card collections, finance, billing, customer service and training and development. A professional that is completely fluent in both languages and able to perform any position. Motivated on beginning a new career within a well-established company. My years of experience has given me the opportunity to be an over achiever in many different departments within the credit and finance industry. Excited to expand my knowledge and expertise and succeed in any position. My qualifications can lead any role or take on any position that will focus on driving success through customer service. My motivation has helped me to learn how to manage different account portfolios. Expert in managing business accounts with having ownership of accounts on a monthly basis.

EXPERIENCE

03/2005 – 01/2019

SR. SPECIALIST II, TRANSLATOR- JP MORGAN CHASE

Responsible for making outbound/inbound calls to collect payments on credit cards from all departments within CHASE to assist the Spanish community on avoiding their credit card from falling into charge off status. Translated inbound calls from all departments of CHASE Bank needing assistance with the consumers that only understood Spanish. Trained and developed peers to achieve and meet performance. I consecutively held a top performance status throughout the years at CHASE. Received monthly certificates of achievement on exceeding department goals. Achieved Circle of Excellence for several years in a row and able to be awarded on a monthly basis with prizes. Worked side by side with management to assist them on completing different tasks such as time adherence reports, peer mentoring and rate the quality of calls to help employees reach success.

08/2001 – 03/2005

Bilingual CSA, GE CAPITAL (JC PENNEY CREDIT)

Handled inbound customer calls inquiring on their JC Penney credit card with questions or concerns they may have had for the Spanish and English community. Gave great customer satisfaction through assistance on disputes, payments, account changes, as well as credit evaluation to determine if their account terms would change. Responsible as well for processing new credit applications manually for consumers wanting a JC Penney credit card. Promoted to handle the business accounts through account ownership from posting monthly payments to sorting purchase orders to match monthly payments that were sent to my own accounts handled.

2

EDUCATION

MAY 2000

CNA CERTIFIED (NURSING), DAYTONA BEACH COMMUNITY COLLEGE GPA of 3.4

MAY 2000

HIGH SCHOOL DIPLOMA, DELTONA HIGH SCHOOL

GPA 3.6

SKILLS

• Strong Collector

• Professional Customer Service

• Financial Analyst

• Billing Solutions

• Trainer/Coach in negotiating

• Experienced in billing

• Experience in Word, Excel, MS, Outlook

• Owned and managed business

accounts

• Top Performance in all areas

• Team Player

• Company Loyalty

• Excellent quality of calls

• Professional Critical Thinker

• General Office knowledge

• Tenacious

• Data Entry

• Banking Systems (First Support,

NICE, and Workforce

• Inbound and Outbound calling

experience

• Collected payments for all credit

card types

• Fully Bilingual

• Quick and actively willing to learn

• Leader

• Coordinator

• Goal driven

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