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Customer Service, operations, data entry

San Antonio, Texas, United States
October 26, 2016

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Megan Escamilla

**** **** ***

San Antonio, Texas 78252

Cell-210-***-**** Email –


Current Operational Integrity Representative. Versatile, reliable and efficient with 10+ years’ experience supporting managers and supervisors in high paced environments. Diversified skills include customer service, strong focus on quality, and excellent phone and communication skills.

Computer Skills: Typing-40 WPM, Apple Computers, Database Software (Oracle, Access, etc.), Data Entry Terminal (SVT, Mainframe Terminal, etc.) Email Software (Outlook, etc.), Internet Browser (Netscape, IE, etc.), Networking/LAN Software (Novell, etc.), Peripheral Devices (Scanners, Printers, etc.), Presentation Software (PowerPoint, etc.), Spreadsheet Software (Lotus, Excel, etc.), and Word Processing Software (MS Word, etc.)

Work History

SWBC (Southwest Business Corporation) Aug. 2015-Sept.2016

Operational Integrity Representative

Responsible for accurate escrow disbursements on a daily basis by reviewing the Billing Edit Report to ensure all entries are complete and adhering to departmental procedures and guidelines. Perform data processing/customer service functions in support of the SWBC Escrow Tracking Program with the highest degree of accuracy, quality, and efficiency.

Resolves escrow disbursement discrepancies by researching the loan and making outbound calls to the insurance agency/company to obtain required information making the necessary adjustment to the insurance lines.

Reviews Exception Report for discrepancies and updates AS400, FiServ, or WebServices as needed to ensure the client is receiving updated and current information.

Reviews the Follow-up Database and Reconciliation Database to ensure the loan is processed correctly to include, but not limited to, researching, making additional outbound call attempts, obtaining payment information, contacting the client, opening a task on FiServ or WebServices, contacting the client for additional information.

Maintains the service level objectives for all task/CIT received from clients to include opening, researching, and closing of each task/CIT request.

Processes Escrow Rush payment requests received by email or WebServices Task function.

Provides follow-up on every escrow loan that received a cancellation notice for non-payment or with an unknown cancellation reason listed.

Performs time-sensitive account maintenance before and after account processing cycles.

Enters updates to the pertinent insurance data into the computer system in a timely manner ensuring accuracy, completeness, and adherence to department procedures.

JP Morgan Chase Bank Mar. 2009-Aug. 2015

Process Assistant

Performed call monitoring and provide trend data to the site management team utilizing a quality monitoring data management system for compiling and tracking performance at team and individual levels. Participated in customer and client listening programs and identifies customer expectations and needs.

Coordinated and facilitated call calibration sessions for the staff and provided feedback to the team leaders and managers.

Prepared and analyzed internal and external quality reports and managed the staff reviews.

Completed evaluations for Regulatory and Policy and Procedure adherence as well as overall customer experience

Accurately documented findings in Excel and format to upload into an Access database to analyze the daily and monthly results to identify trends and process opportunities.

Partnered with Management and Quality Assurance to ensure audit results were understood and accurately reported.

Tracked site performance at various levels to included retrieving data, creating spreadsheets and communicating overall findings.

Interacted with Business Analysts, Process owners, and Leadership to present findings and updates.

Measured inventory volumes and trends against seasonal expectations.

Build and/or maintain codes/formulas for business reporting in Microsoft.

Validated multiple data sources to ensure accuracy and root cause if incorrect data existed.

Wachovia Dec 15, 2007- Jan. 2009

Collections Representative

Assisted mortgage borrowers in need of payment assistance due to unforeseen circumstances.

Processed loan modifications, deferrals, payment plans and forbearance plans.

Provided outstanding customer service to assist the borrower in resolving the delinquency.

Maintained account maintenance.

Direct General Insurance Mar 20, 2006- Dec 13, 2007

Office Manager

Developed a coordinated protection plan by calculating and quoting rates for immediate coverage action and long-term strategy implementation and serviced the existing customers with claims, financial planning, education plans or retirement plans.

Experience of selling auto, life, and health insurance policies; underwrote policies for Auto and Life Insurance.

Skilled in locating and convincing potential customers in buying insurance policies

Excellent customer service and sales skills with a proven track record of meeting the sales goals.

Ability to understand and deliver customer needs in time with a skill in building and developing client relationships.

Licensed Limited Lines Agent, General Lines Agent and Qualified in Life, Accident, Health and HMO


May 2003 (2 years) San Antonio College - San Antonio, Texas

St Francis Academy - San Antonio, Texas

High School Diploma/GED obtained

Agent Profile

License ID License Type Qualification Most Recent Issue Date Exp Date Status


Limited Lines Agent Limited Lines 06/21/2006 06/21/2008 Inactive 1425238

General Lines Agent Life, Accident, Health and HMO 12/19/2006 12/19/2008 Inactive

Volunteer Work

Habitat for Humanity

Wounded Warriors

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