Call Center A Team
Resume:
Zoe Gonzales
***********@*****.***
Dynamic and versatile financial professional with a proven track record of achieving business objectives and ensuring high customer satisfaction. Possessing a solid background in the financial industry, including a decade of experience with banks and credit functions, I am well-versed in various aspects such as billing, collections, loans, and mortgages. Key Strengths:
● Financial Industry Experience: Over 10 years of expertise in the financial sector, working with banks and credit functions, demonstrating proficiency in billing, collections, loans, and mortgages.
● Technical Proficiency: Adept with diverse financial technology tools and general office applications, including Microsoft Office. Known for fast learning and adaptability to new technical concepts for continuous improvement.
● Customer-Centric Focus: Committed to delivering exceptional service to clients, I excel in understanding and addressing customer issues while navigating operational challenges effectively.
● Leadership and Teamwork: Proven leadership skills with a proactive approach in team collaboration. Demonstrated ability to take on leadership roles, resulting in promotions based on results, teamwork, and a drive to accomplish key goals. Work Experience:
Director of Workers Comp Insurance Upgrade, Phoenix, AZ, March 2021 - November 2022
● Led the workers' compensation insurance department, overseeing processes and procedures for claims across all company regions.
● Reviewed claims from all company regions and managed a team of 12 employees, including claims adjusters and legal professionals.
● Successfully implemented strategies to streamline claims processing, resulting in improved efficiency and reduced processing times.
Team Lead New Account Specialist II / Reward Checking Specialist Upgrade Lending, Phoenix, AZ, May 2023 - Current
● Conducted document reviews in compliance with company guidelines for fraud prevention.
● Calculated income to ensure applicants qualified for selected offers.
● Provided leadership and support for a team of underwriting agents, contributing to their professional development and creating processes for lien perfection in the auto loan program.
Subprime Auto Finance Underwriting Analyst Crescent Bank and Trust, Jan - March 2021
● Handled daily contract volume and calls from dealerships, ensuring compliance with company policies and Truth in Lending regulations.
● Successfully conducted customer welcome interviews and verified employment status. Senior Funding/Underwriting Analyst - Subprime Auto Finance Flagship Credit Acceptance, Phoenix, AZ, September 2016 to March 2021
● Managed South Central regions dealer funding, collaborating with service triangles for efficient funding processes.
● Supervised a team of 8 and received promotions based on leadership abilities. Contract Underwriting Analyst - Prime Lending Lease and Retail Toyota Financial Services, Chandler, AZ, January 2015 to September 2016
● Handled service-level volumes in different regions, maintaining an average of 50+ booked contracts daily.
● Provided leadership as a team leader, directing the team to meet service levels. Customer Service Representative - Call Center GM Financial, Chandler, AZ, June 2013 to October 2014
● Managed incoming calls related to delinquent accounts and conducted outgoing calls for payments.
● Addressed customer inquiries regarding APR, past due amounts, payoffs, and balance owed.
● Handled complaint resolutions and implemented fee waivers. Mortgage Housing Counselor GM Financial, Tempe, AZ, August 2013 to March 2014
● Provided housing counseling services in pre-purchase, foreclosure prevention, and homeowner services.
● Demonstrated expertise in mortgage lending procedures, loan servicing, and loss mitigation options.
Asset Manager - Call Center Loan Resolution Corporation, Scottsdale, AZ, July 2012 to August 2013
● Reviewed contract documents, HUDs, appraisals, and negotiation worksheets in a high-volume call center environment.
● Ensured wire amounts matched negotiated closing amounts for various loan types. Mortgage Service Specialist - Call Center Bank of America, Chandler, AZ, February 2010 to June 2011
● Reviewed contract documents, HUDs, appraisals, and negotiation worksheets.
● Handled incoming calls for servicing requests and provided information on account usage and credit availability.
Demonstrated success as a results-oriented financial professional, contributing to the growth and success of each role through leadership, technical expertise, and a customer-focused approach.
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