Quality Control Customer Service

Location:

Lewisville, TX, 75067

Salary:

$38

Posted:

April 07, 2025

Contact this candidate

Resume:

Alejandra Villarreal

SKILLS

Bilingual in English and Spanish. Fluently read, write, and speak.

Typing (50+wpm)

Computer Skills

Software: Microsoft Office, Microsoft Word, Outlook, Windows, Excel, PowerPoint,

oRoadvision, Faxpress, CRM, Laserfische, Wensoft, Kwikloan, Sharepoint, Observe AI, Kwikloan, Jira, Radiant

Translator (no certification)

Customer service/call center experience (8 years)

oDocument information given while on phone with client onto system.

Correspondence between clients and other appropriate parties. Via mail, email, & fax.

Legal documentation for Medicare/Medicaid, Tricare, VA Benefits

Knowledge in HIPPA regulations.

Knowledge in Office of Inspector General, Office of Foreign Assets Control, Office of the Medicaid Inspector General, Excluded Parties List System database search

Soft Collections (4 years)

Supervisor experience (2.5 years)

Data Entry

Finance Loans Escalation Specialist (2.5 years)

Quality Control Monitoring

Extensive Knowledge of Consumer financial regulations.

EMPLOYMENT HISTORY

Quality Control Analyst

October 2018 – May 2024

American First Finance

Coppell, TX

Review company policies and procedures to ensure that we are following compliance with regulations. Carry out testing of accounts focused on regulatory mandates for a financial institution. Within testing reviews, complete with a final report providing findings and observations, listing steps taken to identify risks associated with the findings within testing. Revisions of documents translated to Spanish prior approval, and redlining edits necessary to meet compliance of applicable products. Weekly website reviews of company products on affiliated stakeholders’ websites to provide an accurate and comprehensive user experience. From 2020-2022 I held 3 different positional promotions.

Major Accomplishment with Company in all positions held throughout the years employed.

·Held the top-ranking collection spot for most dollars collected for 4 months in a row.

·Was promoted to supervisor status when we had to start working from home to assist Managers with escalated calls and agent questions.

·Helped implement the CAT Team to assist with complaints received.

·Took over training class of 20 new hires due to Manager having to take on other responsibility.

·Promoted to Return Department taking on new responsibilities.

·Promoted to Quality Control Assistant, raising the regulatory findings, and improving quality control by 15% from 2022.

·Carried out major project in creating a filing system for all customers communications. Which captured findings that resulted in updates to mitigate risks associated with not following proper regulatory guidelines.

·Reviewed products creating detailed reports to provide management with findings of issues that would have to be addressed for regulatory focused updates.

·Maintained monthly reviews of websites for products financed trough Conns and American Freight. Ensuring that the information being provided to the consumers was displayed accurately.

Dispatcher

November 2017-September 2018

Inman’s Auto Rescue

Lewisville, TX

Dispatch drivers for minor roadside assistance. Taking anywhere from 50-120 calls per day.

Major Accomplishment

·Helped with bringing up the ETA percentage from 85% up to 98% accuracy.

CSR

November 2015 – October 2016

Intellicentrics

Flower Mound, TX

Inbound/outbound: 70-120 calls daily. Helped reps with questions regarding their account. Guided them on navigating their account on the website. Took payments over the phone for memberships. Processed documents for health reps into account. Searched for health reps in O.I.G, E.P.L.S, O.F.A.C, & O.M.I.G database.

Major Accomplishments

·Implemented a new simplified system of searching for reps, minimizing time spent searching by 10%.

·Kept the background checks down daily to a having less than 30 total and keeping them clear. By taking the extra time to search for D.O.B or middle name to clear off the health reps from the criminal database.

Medical Legal Assistant

August 2014 – October 2015

Law Offices of L.A.W.R.H

Garland, TX

Served as a medical legal assistant, verifying treatment information with clients, billing information with health providers, and setting up claims with government issued health insurance to receive lien information regarding treatment received for sustained injuries from accidents. Entered client information and financial data in Needles system, while on the phone with the client. Proper and detailed documentation was required for attorneys to mediate. I would do spreadsheets on bills owed and paid to providers.

Major Accomplishments

·Founded a new system of setting up liens with government issued insurance.

·Maintained a heavy workload while being short staffed.

Billing Clerk

August 2013 – December 2016

Beaver Express

Dallas, TX

Input billing information into system of freight picked up and dropped off.

Major Accomplishment

·Simplified the workload by incorporating a system of a more efficient way to key in bills.

REFERENCES:

Maggie Gutierrez, Private Business Owner of A & C Painting