Amber Delgado

• Provide leadership and guidance to Vimly team members, ensuring that tasks are completed on time, and to a high standard.
• Delegate task work and offer assistance for retired firefighter healthcare benefits.
• Resolve escalated customer complaints or queries promptly and efficiently.
• Monitor team performance and live calls, taking corrective action where necessary.
• Facilitate consistent one-on-one coaching sessions with team members.
• Maintain accurate records of employee attendance and progress.
• Develop strategies to increase team productivity and improve customer service levels.
• Evaluate completed tasks for consistency and quality.

• Led the development of the Client Success curriculum and training team.
• Created training materials for Client Success, including policies, procedures, and presentations.
• Fostered skill development among trainers and agents.
• Utilized software like Word, Genesys, and Trakstar to create training materials.
• Led and co-facilitated training refreshers to enhance knowledge, engagement, morale, and performance.
• Introduced personality training course to Client Success department.
• Contributed to the Employee Appreciation Committee to foster a positive work environment.

• Facilitated orientation, new hire training, and monthly refresher classes by use of training platforms such as Webex, Microsoft Teams, Avaya Spaces, and Lync.
• Designed training materials for new-hire training and refresher courses.
• Developed assessments to confirm proficiency.
• Facilitated regular meetings with subject matter experts and stakeholders.
• Contributed to shaping a positive company culture through DEI initiatives.
• Organized events to promote mental health awareness.

Payment Operations Corporate Trainer 2016-2020

• Facilitated New Hire Orientation for all departments and positions, including Real Colors personality workshops, and 'Respectful Workplace' workshops.
• Created and facilitated new hire training, cross-training, and other various refresher courses within other departments.
• Worked closely with instructional designers to modify or create new training modules.
• Onboarded and mentored other corporate trainers in the Payment Operations department.
• Formulated and implemented shadowing and nesting environments following training.
• Delivered coaching sessions to new hires during initial 90 days.
• Collaborated with subject matter experts and system engineers to identify training opportunities.

Payment Escalations Specialist 2016-2017

• Handled communications with creditors to arrange payments.
  Managed communications for internal email creditors and law firms to resolve settlements.
• Assisted in reconciling payments with FDIC banking processors.
• Investigated and resolved numerous debt settlement disputes with creditors and law firms.
• Generated, created, and audited settlements within Salesforce.
• Processed terminations and refunds within Salesforce.
  Created payment operations procedures and assisted in onboarding new agents.
• Assisted in developing and planning events for the Delight Committee to strengthen company culture.

Client Services Advocate 2014-2016

• Responded to customer inquiries via email, online chat, and phone.
• Handled all department email requests for customer interaction, escalations, and account changes.
• Added and removed debts into the program.
• Calculated estimates for payment or account changes.
• Retention for customer cancellation requests.
• Processed legal service provider applications, payments, refunds, and cancellations.
• Outbound sales campaign to enroll customers for a legal service provider.

• Handled inquiries for flexible spending accounts, health reimbursement accounts, health savings accounts, gym reimbursement, commuter benefits, and COBRA accounts.
• Processed healthcare claims for reimbursement and transaction verification.
• Created policies and procedures to increase first call resolutions and troubleshooting.
• Addressed inquiries and managed escalation calls for multiple teams.
• Revised Excel spreadsheets for auto reimbursement claims.

• Exceeded in outbound cold calling for sales campaigns for Time Warner Cable, Gevalia Coffee, Cox Cable, Young Energy, and Barrington Advertisements.
• Exceeded in Spanish outbound campaigns for American Express, Tutors for Computers, Bilingual, and Time Warner Cable.
• Upgraded existing customers with add-on services, promotions, loyalty packages, etc.
• Conducted multiple training classes on product knowledge and quality assurance.
• Provided direct support through side-by-side mentoring.
• Supervised a team of 12 in outbound sales.
• Coordinated day-to-day and long-term activities within various business platforms.