Customer Service Quality
Resume:
NIDIA UZCATEGUI
*****.*********@*****.***
CAREER SUMMARY
Self-directed professional with a unique combination of business expertise and support management with extensive experience in reporting in the areas of Quality audit,regulatory compliance, KYC/AML, Credit analyst, Document control contract analysts,Mortgage originations Processing, Underwriting, closing and servicing and default, real estate Organized and efficient with strong communication skills and the ability to manage multiple tasks in a fast pace environment Self-motivated hardworking, individually and as part of a team. Fully bilingual in English and Spanish
EDUCATION
University of Houston - Downtown
Certificate Program - Petroleum Land Management 2013
University of Zulia/Venezuela
Bachelors in Business Administration 1999
Real Estate License 1992
TRAINING
• Six Sigma
• Petroleum Land Practices
• Introduction to Petroleum Management
• Property and Mineral Ownership for Petroleum Land Management
• Negotiating Skills and Techniques
• Basic Contract and Agreements Used in Petroleum Land Management
• Calculating Oil and Gas Interests
• JP Morgan - AML/Financial Crimes/KYC training
• JP Morgan Commodities, treasury, Foreign exchanges process, policies and procedure, client on boarding.
PROFESSIONAL EXPERIENCE
Coiling technologies (CTI) Present
Document Control /QA Specialist
• Responsible to work with,CFO,VP, Standard operating officer and Quality manager in all aspects of production, safety, quality, DFAS, ISO 9000 compliance.
• Evaluate performance metrics to establish process success. participate in working with multiple departments, often with competing/conflicting objectives, to ensure cohesive, and reachable measures of success. Reviews pre integration data and post- implementation to measure success; participates in defining standards of improvement success.
• Manage the document control system,(GSS) maintaining tracking systems for quality systems, aiding in the preparation of regulatory filings to government agencies, and providing administrative support for the Regulatory, Quality Control and Quality Assurance departments.
• Provide all Certificates of Compliance, Certificate of conformance for material origin to U.S government. Familiar with Wide Area Work Flow Govt. invoicing system (WAWF)
• Perform Contract audits including review of document registers, assessment of processes and issue approval for production and manufacturing instructions
• review all applicable documents; purchase order, Sales order, drawings router process sheet,deviation forms or any other related technical document distributed to Inspection Coordinators.
• Perform a wide variety of activities to ensure compliance with applicable department regulatory requirements and governmental regulations, participate in developing Standard Operating Procedures (SOPs) to ensure quality objectives are met.
• Assist with the maintenance of programs and processes to ensure high quality products and compliance with current Good Manufacturing Practices (GMPs)assist with the review of manufacturing, environmental monitoring and quality control data for in-process and finished products.
National Oilwell Varco (Project) 01/2014-7/2014
Quality Control/QA- documentation Specialist
Well services/Rig solutions
• Managed the JD Edwards Item Master for all new products and components, ensured all products are set up timely and appropriate documentation were submitted to the sites to ensure products are set up in each site in a timely manner.
• Audited/reviewed all applicable documents for Quality Assurance, Quality Control requirements, these include, but not limited to routing instructions, purchase order, industry or clients specifications, drawings, or any other related technical document distributed to Inspection Coordinators.
• Reviewed and processed nonconformities, discrepancies or concerns found by the Inspection Coordinators and the inspection agencies.
• Managed overall coordination of all controlled documentation within Logistics Engineering, Integrity & Reliability. Maintained design and manufacturing documentation, including testing and commissioning records
• Developed and implemented quality strategies by indentifying quality gaps, implemented and reported processes in order to track quality improvement, enhanced current system, defined and prioritized high value quality projects.
• Maintained documentation and indexing for Alignment Sheets, Centerlines, Established file indices, documentation numbering and indexing, and associated documentation Visits existing and new Assets to locate documentation (paper and electronic) and facilitate the gathering of information, labeling, indexing, transfer, staging, storage, and scanning to ensure all technical and regulatory information is obtained, indexed and electronically filed for easy identification and retrieval
• Determined if Onsite Audits will be performed by QA/QC staff or any third party audit agencies based on PSI's standard operating procedures.
• Familiar with Non-Destructive Testing (NDT) including Ultrasonic Testing, Radiography, Liquid Penetrating Inspection and Magnetic Particle Scheduled third party audit, certification, witnessing
• Familiar knowledge with federal regulation (FCPA) Foreign Corrupt Practices Act, Burma /Myanmar policy
JPMorgan Chase 01/2013-10/2013
Quality analyst
• Utilized reports to document findings of records, as well as documenting any discrepancies, and compared assessment and auditing data
• delivered sound judgment and performed due diligence quality and appropriate escalation steps if necessary
• Analyzed and identified any potential quality issues on over 3,000 accounts per defined process and determined action on audit reports,contracts late fee language created by accounting firm (KPMG) ensure policy compliance and accuracy
• Effectively communicated complex and sensitive issues to senior management, identified appropriate risk grade and Strong time management, organizational, planning and follow-up skills; ability to multi-task effectively, strong analytical and problem-solving skills, excellent attention to detail, ability to quickly assess situations for risk and scope of impact make immediate assessment to minimize business and compliance impact
• Responsible for the accuracy, integrity and associated attributes of the project documents assisting with regulatory and consumer compliance policies
• Reviewed, assisted and executed with initial and final contract negotiations, between clients and customers, expert ability/persuasiveness to establish relationships, documented of day to day operations into accordance with company procedures for receipt and distribution of documents, followed the standard document control processes and guidelines.
• Contributed to the Contact Centre’s Key Performance indicators, achieving both Unit and individual performance targets and service level agreements, familiar with federal regulations(REG W, REG O, REG C & REG)
JPMorgan Chase
Credit Analyst / Relationship Manager /Homeownership Advisor Officer 11/2009-1/2013
• Monitored assigned portfolio of 200+ accounts and managed Established Excellence in customer service interaction by becoming the single point of contact (SPOC)and Conducting face to face meetings with customers with default or high risk accounts, number one goal was to review and complete all non-performing portfolios to become performing again, reduce company’s loss and save consumer’s homes
• Reviewed and analyzed all customer documentation including but not limited to personal tax returns, business tax returns (sole proprietorship, s-corp., c-corp., partnerships & LLC ), profit and loss statements, paystubs, w2’s, 1099’s, credit bureaus, business licenses, divorce decrees, appraisals, title reports, quit claim deeds
• Received distributed, filed, audited, tracked and managed the security of documentation in systems for classified and unclassified company documents in accordance with established procedures and standards for security, privacy, compliance and document organization.
• processed ACH/FAST PAY/ monitored and/collected monthly work out trial payments
• Performing “rush” background investigations as needed for expediting account review
• Prepared SAR report for submission to SAR Escalated Review Team documented AML/KYC findings into Msp (mortgage servicing package) systems and enter escalation code
• Underwrote modification request through underwriting automated system tool (Agent desktop) and Developed formal workout plans such as Repayment Plans Agreements, Stipulates Repayments Plan Agreements and Forbearance Plans to cure on loans in foreclosure on behalf of the borrower using both BAU process as well as under the MHA/HAMP government program
• Provided AML support clearing through reviews of transactional activity in in-house monitoring system Promptly closed alerts not deemed unusual or suspicious, Performed various levels of research or investigation which depended on the complexity of each alert or case, escalated unusual or suspicious activity, after performing due diligence using Expert Knowledge of federal regulations and laws (FDCPA, TILA, RESPA, FACTA, REG B, HMDA. DODD FRANK)
Stewart Lender services 2007 – 2009
REO Manager / Quality Assurance
• Managed 250+ accounts (portfolio) daily activities related to selling REO properties (activities may include: auditing, valuing, repairing, maintaining, listing and marketing, Developed and maintained broker networks
• Ensured title orders were being ordered timely and followed up with any exceptions and delays
• Reviewed title reports for outstanding title issues such as: liens, code violation issues
• Performed courthouse research and/or other field duties, as needed Identified all necessary items that needed curing and calculated the anticipated timelines required to cure the file
• Maintained reporting metrics including following-up and escalating past due items, prepared and presented reports on projects and initiatives.
• Monitored the performance of any vendors involved in the title curative process, including REO outsourcing vendors and title companies, worked with local jurisdictions to negotiate and payoff code violations placed against a property
• Negotiated offers, Developed strategies for specific markets, Collaborated with internal staff, brokers, mortgage insurance companies, lenders, title companies, attorneys, government offices and others to expedite the sales process and maximize proceeds
• Investigated suspicious income documents –Verified if deductions are accurate, if totals add up, do the figures end in zeros, font consistency Investigated suspicious hud-1 statements recent purchases with mostly cash
• Documented all findings and make recommendation flagging case as requiring a suspicious activity report
• Other project work assigned within the scope of AML/KYC Business Quality
• Performed AML/SAR detailed report when necessary and communicated to designated third party as appropriate to gather additional data for review as required Provided recommendations for SAR filing by presenting the appropriate documentation to support findings
• performed review on high risk transactional activity to determine whether the transactions appear suspicious
Cooper Realty
Licensed Realtor / Underwriter / Branch Manager 1992 - 2007
• Acted as an intermediary in negotiations between buyer and seller, representing one or the other.
• Promoted sales or properties through advertisements, open houses and participation in multiple listing services.
• Conferred with escrow companies, lenders, home inspectors and pest control operators to ensure that terms conditions of purchase agreements are met before closing dates.
• Managed multiple properties which include lease rent collections, bookkeeping, filing evictions, walking vacancies, preparing move outs, and depositing dispositions.
• Prepared documents such as representation contracts, purchase agreements, closing statements as well as deeds and leases.
• Processed loan files for all types of loans, from point of application through submission to underwriting. Gathered all information and documentation required per loan program description, reviewed title/survey for discrepancies. Checked files for completeness of residential loan application, proper compliance disclosures, and underwriting guidelines
• Responsible for running automated underwriting systems to generate conditional approvals on all loans
• Reviewed credit applications for purchase money, loan transactions, lot loans, refinancing, and home equity loans, and analyzed all customer documentation income information and down payments
• Assisted broker with Participation Agreements, JOA’s, Unit Agreements, Confidentiality Agreements, AMI’s, Agreements, P&SA’s, Letter Agreements, Farmouts and right-of-ways
COMPUTER SKILLS
Microsoft Office, word excel, outlook, Microsoft access. adobe acrobat. LPS, Fast pay,Citrix-ICA-CFS, JD Edwards, ERP DATABOOKS, Vendors cape,, Quest, LISA, Desktop Underwriting, I-vault, Lender live,ACAPS, CMS,AMN, APEX, DWS, Mainframe, Halo, MSP, CCW, Agent Desktop, CAF- Nice, SOX, Witness, Familiar knowledge of ISO 9001 Quality system SAP/FICO,@RISK, TOBIN,P6, AutoCAD. Global shop(GSS) WAWF,DFAS(PORTAL)
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