Customer Service Data Entry
Resume:
Talitha Monteiro
********@*****.***
Objective: Highly dedicated and professional financial specialist with an outstanding record of providing superb customer service. Adept at handling simultaneous service requests with complete accuracy and courtesy. Excellent mentor and trainer for a new or less experienced customer service representative
Key Skills: Microsoft Office Customer Service Embracing constant change in fast-paced environment Continuous Process Improvement Cross-Functional Collaboration Quickly learning and applying new information Coaching Organization
Capital One January 2002 – Present
Principal ops production coordinator- SHIELD September 2021 – Current Date
●Execute account setups and modification for new and existing clients received from multiple requesters, and multiple intake channels; ensuring Execution equals Intent
●Complete real-time peer Quality Checks to ensure updates are accurate
●Communicate results of Quality Checks and follows through on any remediation as needed
●Ad hoc projects and data requests as needed by the business
●Support the development and maintenance of business process documentation, including process flows, procedures and other documents
●Partnering across other business areas to drive improvements and resolve issues
●Collaborating within the team and across teams
●Documenting data and information and using analytics and reporting to provide transparency to decision makers
●Tracking and assisting to resolve process breakdowns
●Understanding customer’s needs of the process and highlighting process improvements
Senior Recovery Coordinator April 2021 – September 2021
●Organized approximately 1000 accounts/cases through a spreadsheet created through a google worksheet
●Managed Inbound and Outbound calls for delinquent credit cards
●Overcame objections that customers had about making payments toward their account and help them to understand their account(s) and responsibilities
●Negotiated arrangements with customers, attorneys and third-party debt management groups to resolve customers debt through a settle or pay debt in full
Talitha Monteiro ********@*****.*** 804-***-****
●Researched Bankruptcy discharge and dismissal dates to update account status
●Investigated customer account disputes and found solutions
●Updated account information and completed appropriate documentation to ensure accurate reporting on account(s)
●Consistently met and exceeded the required business metrics on a month to month basis and adhered to regulatory requirements
PPP Loan Processor January 2021 – March 2021
●Processed business loan applications for the Paycheck Protection Program while assuring SBA guidelines and regulations were met to help business keep their workforce employed during the COVID-19 crisis
●Utilized strong project and time management skills to ensure all projects were completed by deadline
●Ensured all files were completed and met SBA guidelines prior to underwriting hand-off and coordinated to ensure smooth loan approval process
Credit Bureau Disputes April 2020 – October 2020
●Known for being an independent and self-motivator worker while multitasking
●Displayed good oral and written communication skills
●Processed incoming Credit Bureau Disputes
●Updated account information (data entry)
●Corresponded with customers via telephone and through mail
Floor Supervisor October 2019 – March 2020
●Provided support for an Outbound & Inbound department call center for approximately 150 agents
●Handled tier two escalated calls (calls with irate customers that could not be resolved by agents)
●Bridged the gap between agents and other supporting departments. Departments include, but were not limited to a fraud team, dispute team and general correspondence team
●Monitored calls to assure quality adherence
●Coached agents on calls to improve quality of calls
●Calibrated performance standards with peers in line of business to improve performance
●Assisted managers in training and new agents and supervisors
●Advocated and provided guidance for approximately 150 agents
Talitha Monteiro ********@*****.*** 804-***-****
Virginia Legal Risk Coordinator June 2008 – October 2019
●Supported court agents with information to assist with securing a debt through the courts
●Overcome customer objections and offered solutions to resolve their debts
●Educated customers on process of securing a debt through judgment, garnishment and house lien
●Updated account information to ensure accurate credit reporting
●Submitted court dates, garnishments and property liens through the courts to secure debts
●Assisted customers with any inquiries pertaining to their account
Team Lead August 2004 – June 2008
●Planned, executed, created projects and team functions for a team of approximately 25 agents
●Retrieved data and created an excel worksheet and distributed to the team the dollars collected and other job requirements
●Assisted associates with resolutions to an account
●Provided support and training to users on work related systems
CTC (Collections Test Center) January 2002 – August 2004
●Collaborated with other associates to improve collections process
●Provided feedback to create standard of work process while maintaining quality assurance
Education: Averett University – Bachelor of Science (BS) Business Administration
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