Case Management Customer Service

MONIQUE CUPOLO

Apopka, Florida *****

407-***-**** *************@*****.***

LinkedIn: linkedin.com/in/moniquecupolo

SUMMARY

Dynamic and service-focused operations leader with over a decade of experience in hospitality, guest services, and financial operations. Proven ability to lead large, cross-functional teams in high-volume environments, resolve complex guest issues, and drive continuous improvement in service delivery. Adept at developing staff, enhancing team engagement, and implementing systems that elevate the guest experience. Recognized for building strong relationships, executing with empathy and precision, and aligning service standards with brand promise.

PROFESSIONAL EXPERIENCE

First Citizens Bank – Jacksonville, FL

AVP, Recovery Manager August 2024 – Present

Lead a specialized portfolio team managing bankruptcy and high-risk commercial accounts, ensuring compliance and resolution excellence.

Collaborate with legal, credit, and finance to implement recovery strategies and client support protocols.

Collaboration with Pega developers to design a Pega-based case management system for tracking bankruptcies, legal cases, and deceased accounts to streamline reporting and case management.

Interface with executive leadership to communicate key risk insights and recovery outcomes.

Hilton Grand Vacations – Orlando, FL

Manager, Compliance Portfolio Administration 2021 – 2024

Directed compliance oversight for timeshare finance portfolios with focus on service quality and regulatory alignment.

Produced and presented high-level analytics and dashboards to inform business decisions and customer engagement strategies.

Partnered with legal and credit teams to resolve escalated account and guest matters.

Partnered with legal counsel to develop, organize and execute legal settlements.

Active participation and collaboration with legal counsel in depositions, arbitration and litigation matters.

Diamond Resorts – Orlando, FL

Compliance Business Support Manager 2019 – 2021

Managed a 25-member team delivering credit, guest documentation, and legal support across multiple business units.

Drafted executive summaries on risk, delinquency resolutions, and customer impact trends.

Served as escalation point for high-touch customer issues requiring compliance and legal coordination.

Hilton Grand Vacations – Orlando, FL

Collections Supervisor 2014 – 2019

Supervised a customer facing team handling payment resolutions and customer service for domestic and international portfolios.

Established and led a Research and Resolution Group to manage complex guest complaints, collaborating with attorneys, BBB, and customer support.

Partnered with Salesforce developers to create a complaint tracking system, improving issue resolution timelines and reporting accuracy.

Designed and implemented standard operating procedures, training modules, and performance metrics to boost staff development and guest satisfaction.

Received the 2014 Leadership Award among 50+ employees in recognition of leadership and team impact.

The Osceola Marketplace – Kissimmee, FL

General Manager / Commercial Property Manager 2000 – 2014

Oversaw property management operations, including tenant relations, leasing, and facilities coordination.

Maintained high occupancy rates through strategic customer engagement and operations planning.

EDUCATION

University of Central Florida – Orlando, FL

Bachelor of Arts, Radio-Television Communication

Daytona State College – Daytona, FL

Associate of Arts, Journalism / Public Relations

SKILLS & COMPETENCIES

Customer Experience Leadership: Customer Service engagement, complaint resolution, safety and service standards

Timeshare Operations: complaint tracking systems, procedure and policy development

Team Management: Talent development, coaching, performance evaluation, succession planning

Cross-Functional Collaboration: Legal, risk, compliance, customer service, IT, facilities, reporting and finance

Strategic Thinking: Budget management, process improvement, policy implementation, project management

Technology & Tools: Pega, Salesforce, Service Director,Clarity,MS Office Suite (Excel, Word, PowerPoint)

Communication: Strong written and verbal communication, presentation delivery, stakeholder engagement

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