Team Lead Quality Assurance
Resume:
Denise Oyola
Team Lead Credit Reporting
Contact
Cowpens, SC
***********@*****.***
Objective
To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. I am currently enrolled and assisting the Leadership Institute 101, to gain necessary skills to continue my professional growth.
Education
Grand Canyon University
Grand Canyon, AZ
BA in Business Administration
GPA 3.87
Key Skills
Bilingual
Proficient in Computer Programs: Microsoft, Excel, e-Oscar, Knowledge of Credit Reporting Resource Guide - CRRG. Spectrum
Mass Monetary User Interface
Associate Coaching and Feedback
Communication
Problem-solving
Experience
OCTOBER 2023- PRESENT
Team Lead – Credit Reporting Department
Assist associates with any questions or concerns.
Weekly Quality Assurance Review for each Associate
Monthly Credit Reporting Block
Reviewed and validate monthly validation report.
Calibration meetings
Assisting with monthly exclusion review to determine and update accounts that have been excluded for different reasons.
Reviewed and update CMACA Voluntary surrender monthly report.
Reviewed L2 and L3 documents for approval.
Send and process any ID Theft documentation to the Fraud Department, once reviewed; I send letter to customer with investigation results.
Monthly coaching sessions with associates
NOVEMBER 2022- PRESENT
Customer Payment Processing American Credit Acceptance
Process monetary payments through checks received from Trustee to process on the Mass Monetary User Interface for Bankruptcy
Completed auction wire payments for vehicles that were repossessed and sold at auction.
Assist the Payment Exception team by processing overpayments that need to be sent to the dealer or customer and assisting with unidentifiable payments that needed posted to customer’s accounts.
Receive repair checks that Insurance companies send and post payments until the repairs are completed on the vehicle.
Data Furnishing/Credit Reporting American Credit Acceptance
September 2021 – October 2022
Root cause and remediate any issues regarding customer disputing their credit report.
Validated the Metro II files and review payment history for any exclusions that may be corrected.
Responded to emails from different departments throughout the company regarding credit disputes.
Completed remediations for customers’ accounts that may have been overcharged and funded for incorrect amounts and issue credits to those effected.
Submitting incoming credit disputes for customers via E-Oscar within a 5-business day deadline.
Executive Response Specialist American Credit Acceptance
March 2019- September 2021
Deescalated calls when customers request to speak to someone higher to get resolutions to their concerns
Utilized the CXT (Customer Experience Tracker) to log the complaints that was not able to be resolved that had an SLA of 7 days
Interacted with management to resolve approvals and situations outside the role that needed immediate action
Provided associate feedback on call handling and monitored and coached the associates
Collections American Credit Acceptance
June 2018- March 2019
Collected customer payments in middle-stage and last- stage by answering inbound calls
Recognized customer payment history to assist with collecting on accounts with deficiency balance letters
Skip Tracing was completed to locate any address and phone number to help with finding the customer.
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