Victoria E. Lopez **** Sage Wood Ln Mansfield Tx. 76063 214-***-****

** ***** ** ********** **: Business operations, Strategic planning •12 Years of Supervisor experience Managing teams of 35, Compliance, Operational Risk Management includes Audit, Legal, Credit risk, Bankruptcy and Loan Document Specialist .10 Years of Credit Fulfillment and Auto Lending process• 18 years of Customer Service, Skip trace, and Collection. Utilizing office software in * Microsoft Office * Word * Excel * Windows XP *PowerPoint * GUI * Lexus * Nexis * I-Top * Cars * Lyrical * AS400* Outlook * Access * SAS* TCOLE license; Gun certification; Taser certification; Food handler’s certification; and OC/Mace certification; Clearance TSA Vetted,

EXPERIENCE

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Wells Fargo Dealer Service, IRVING TX. 12/2019 – Compliance Account Resolution Specialist 3 Account Resolution Specialist 3 (Predictive Dialer)

Working specialized accounts with state restrictions which require accuracy and close attention to detail. Knowledge of statistics, credit, finance, and consumer auto lending. Reviews account payment histories and misapplied payments responsible for providing quality customer service while working to collect and negotiate terms of repayment on complex/specialized outstanding account balances. Evaluate customer situation reference to high-risk accounts while maintaining good customer relations with the borrower. Mitigate risk by adhering to all policies and procedures, as well as local state and federal regulations. Maintain negotiating skills and the drive to bring account current in a timely manner. SKIP tracing, GUI, Lexus Nexis and other field chasing tools. Collecting on designated high risk delinquent accounts on customers’ nationally. Initiates outbound calls and receiving inbound calls from customers. Negotiates account resolution and accurately inputs and documents actions within the collection systems while maintaining company performance and productivity standards. Maintains up-to-date customer contact information in the collections systems. Provide training to fellow team members. Initiate external contact with customers and perform advanced loss prevention activities, which supports the impounding or repossession of vehicles.

Wells Fargo Dealer Service, IRVING TX. 10/2016- 12/2019 Account Resolution Specialist 2 – Early-Stage Collections TCPA High Risk Regulatory accounts

Responsible for servicing outbound and inbound collection calls related to High-Risk Regulatory accounts while maintaining good customer relations with the borrowers. Exhibits exemplary customer service while initiating outbound calls and receiving inbound calls from customers. Conducts conversations and negotiates with customers regarding resolution of delinquency and education of contractual terms and obligations. Verifies customer personal contact information and accurately documents conversation into collection system. Reviews account payment histories and misapplied payments. Transfer calls to appropriate department. Make suitable arrangements and taking incoming payments while documenting all accounts thoroughly. Serves as a resource/subject matter expert and provide training to fellow team members.

ADS HOMELAND SECURITY. 02/2012- 06/2017 Data Engineer Tester

Leading edge threat detection sensor technology for critical infrastructure, transportation safety, cyber physical security. Provide key support on critical tests that evaluate the suitability and effectiveness of airport security equipment and processes that are used to deter or detect threats. Fly from different airports around the country collecting Homeland Security data and training decoy-canine unit. Test updated/new full body scanners in airport checkpoints in the U.S and in compliance with 49 CFR1542. Analyze and report issues with body scanners (malfunctions, pauses, system failures due to the high throughput rate on integrated mobile device ran by home grown software operated under Microsoft Windows XP. Liaison between TASC, Checkpoint TSA, STSO as we as local TSA. Decoy Bag and body carrying items to train canine unit. Attended several meetings regarding the status of weekly reports from data collected by Position of Public Trust Clearance, Debriefing and writing up end of day reports.

STARS LIGHTHOUSE, Dallas, TX. 07/2012- 06/2016 Human Resources (HR) Coordinator/Recruiter

Communicate and respond to inquiries from current and new employees, Enter and maintain data of new hires and employees in HRIS. Ensure all required documents are received for personnel files. Assist in the coordination of weekly and quarterly new hire orientation. Screen and interview applicants to fill existing openings while maintaining current knowledge of the company’s hiring criteria. Utilize Ten street Systems to set up the orientation enter data, and process information while ensuring that departmental policies and procedures are followed to the highest standard. Track leads by Finding active candidates using proactive sourcing and methods, high-touch direct sourcing, and networking to find top candidates for current openings. Searching several databases/web searches, social media platforms, as well as employee referrals to generate candidate leads. Utilizing an electronic payroll or timekeeping system, performing data entry into automated databases; Collecting and retrieving data from electronic databases to generate reports and Complete background checks including Motor Vehicle Record. Using Pre-Employment Screening Program (PSP) reports and review reports in detail for Previous employment. Screen and interview applicants to fill existing openings while maintaining current knowledge of the company’s hiring criteria, as well as maintaining and promoting company safety goals. Assist in other training programs (formatting presentations. Generate H reports as requested and Perform other duties as assigned.

STARS LIGHTHOUSE, Dallas Tx. 04/2008-07/2012 Manager

Responsible for handling the project of the organization and ensure that they are in line with the stated goals. Finding and screening volunteers to match with the organization needs. Provides direct services and case management services as necessary for families with children. Serves as a contact person for outside agencies regarding delivering clients to outside shelters while documenting deliveries, monthly reporting, criterial incident reports. Developing and implementing educational leadership and management programs. Handling the budget, staff, and activities while scheduling and training volunteers. Taking inbound /outbound calls, Training new employees’ policy and procedure while overseeing special event and administrative work.

FIRST USA/ PAYMENTECH, Dallas, TX 08/2000 -09/2008 Operation Account Specialist Loan Document Specialist/ Supervisor

Taking inbound calls and researching payments while executing daily operation. Responsible for coding bankruptcy accounts and negotiate with attorneys or debtors where permissible submit and processes accurate and timely cardholder dispute research requests from membership to CPS for chargeback processing; Responsible for performing varied accounting activities by providing operational accounting support to internal operations departments ensuring that accounts were being managed within the account policy requirements; daily administration of both Debit and Credit Card activity while working towards meeting department and personal goals; analyzing and reviewing accounting documents for accuracy; tracing and investigating transactions, researching, resolving and posting to general ledgers: Loan Document Specialist reviews approved applications and contracts to ensure all company policies and guidelines have been met; ensures appropriate signatures have been obtained and correct data input; matches incoming contract documents to approved applications; and verify pay stubs and income verification stipulations are met. Troubleshoot and provide technical support to members whose debit and credit cards are not working; submit and processes accurate and timely cardholder dispute research requests from membership to CPS for chargeback processing; Identify and process data entries for MasterCard SAFE reporting, CUNA reporting and PULSE Fraud reporting on chargebacks; processing credit application and increase credit limit And provides merchant resolution support for membership.

FIRST USA/ PAYMENTECH, Dallas, TX. 03/1996- 8/02/2000 Customer Service Quality Analyst Supervisor

Responsible for all aspects of quality assurance within Customer Service. Conducts audits and provides feedback to reduce errors and improve processes and performance. Ensure that customer needs are being met by current processes by reviewing recorded agent conversations, communicate opportunities for improvement. Ensure appropriate usage of available resources by agents to respond to callers using applicable scripts. Work directly with agents/staff to improve overall performance. Define Quality Guidelines/programs to address identified issues and emerging business needs; Perform Quality Audits and analyze results to determine process improvement opportunities: Review/monitor results of appeals work and escalate complaints as necessary.

EDUCATION

Weatherford College, Weatherford, Texas. 2022-2022. Law Enforcement .

Texas Commission on Law Enforcement (TCOLE) certifications. Ability to correctly and appropriately use law enforcement and detention devices and techniques such as handcuffs, restraint chair, defensive tactics, and use of force. Performs tasks associated with the booking, detention and release of prisoners in the jail to include inventorying the prisoners’ property, retrieval and recording of identifying data, entering data into the computerized jail system, fingerprinting, photographing, explaining the bail process and processing bonds and fines. Other related tasks as necessary. Searches prisoners and prisoners’ property.Physically and electronically monitors prisoners for safety and wellbeing. Conducts jail inspections and reports discrepancies for corrective action

SANFORD-BROWN COLLEGE, Dallas, TX 2006-2008 Certification

SBC provides high quality, programs of education in Allied Healthcare Division of Career Education Corporation. Accredited by ABHES and ACICS.: 900 Clock Hours, including 180-hour externship

DUNCANVILLE HIGH SCHOOL, Duncanville, TX. 1992-1995. Diploma

Certification

TCOLE; Gun certification;

Taser certification; OC/Mace certification.

Jailers License; Forklift license; TSA VETTED,