Anakaren Tapia
Fort Worth,TX
Summary
Highly organized and detail-oriented professional with strong work ethic and dedication to achieving goals. Skilled at developing and maintaining relationships with key stakeholders, prioritizing system enhancements based on level of impact, and aligning teams to implement change. Knowledgeable in project management principles, business processes and customer service best practices.
Overview
8
8
years of professional experience
Work History
Client Services Domain Coordinator
Daimler Truck Financial Services
08.2020 - Current
- Work with product owners to communicate the needs of the business and ensure items reported are prioritized accurately for implementation.
- Coordinate cross-functional team meetings, resulting in seamless project execution and enhanced outcomes.
- Assist business users with daily system issues requiring product owner support and communicate resolution in a timely manner.
- Serve as a liaison between business users and the product owners when it comes to understanding, documenting, testing, and gathering the required information to implement effective change within their day to day processes.
- Attend meetings with product owners as a representative of all teams within Customer Service to discuss enhancement release dates, new system updates, and known defects.
- Communicate critical system information to affected stakeholders in a timely manner, and provide support as needed.
- Support teams with testing for new system releases and communicate defects found to product owners for proper resolution.
Account Reconciliation Team Supervisor
Daimler Truck Financial Services
01.2018 - 08.2020
- Closely collaborated with other operational teams to review pain points, analyze root causes, and implement ides to increase efficiencies in processes.
- Provided oversight of accurate identification of an average of $15M incoming daily receipts.
- Oversaw the service of all internal business units relative to customer and third party payment application, account terminations, refunds, reconciliation of returned payment items, title before payment, and check processing.
- Supported and ensured team's Internal Control System Audits were tested on required dates and all processes met control expectations.
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Managed performance reviews for 9 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
Credit Dispute Team Leader
Mercedes-Benz Financial Services
03.2017 - 01.2018
- Provided oversight of accurate validation, responses, and updates to the three major credit bureaus ensuring compliance with FCRA Guidelines.
- Identified and implemented changes needed to improve efficiency, and effectiveness in Credit Dispute processes, minimizing risk and exposure to the company.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Created customized response letters for complex credit dispute cases requiring extensive research.
- Worked closely with the general council to ensure proper verbiage was used for dispute responses and process protocols were followed.
- Optimized resource allocation to maximize overall team output while minimizing costs.
Autopay/General Account Change Team Leader
Mercedes-Benz Financial Services
02.2016 - 03.2017
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements following the NACHA banking regulations for Autopay.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Handled escalated issues received through field personnel and department management; providing immediate resolution.
- Maintained strong relationships with internal customers to partner in root-cause analysis to improve delivery of service, identify process improvements, and system issues.
Education
Associate of Arts - Business Administration
Tarrant County College
Fort Worth, TX05.2024
Skills
- Strategic Planning
- Project Coordination
- Stakeholder Engagement
- Problem Solving
- Cross-functional Collaboration
- Effective Communication
- Time Management
- Adaptability
- Information Collection
Timeline
Client Services Domain Coordinator
Daimler Truck Financial Services
08.2020 - Current
Account Reconciliation Team Supervisor
Daimler Truck Financial Services
01.2018 - 08.2020
Credit Dispute Team Leader
Mercedes-Benz Financial Services
03.2017 - 01.2018
Autopay/General Account Change Team Leader
Mercedes-Benz Financial Services
02.2016 - 03.2017
Associate of Arts - Business Administration
Tarrant County College
Similar Profiles
Alyssa KozlowskiAlyssa Kozlowski
Systems Developer at Daimler Truck Financial Services USA LLCSystems Developer at Daimler Truck Financial Services USA LLC
Sindhu D PedparoluSindhu D Pedparolu
Senior Call Center Technology Specialist at DTFS - Daimler Truck Financial ServicesSenior Call Center Technology Specialist at DTFS - Daimler Truck Financial Services
Thibeletsa MorwaThibeletsa Morwa
Fleet Service Agent at Merchants ( Daimler Truck South Africa )Fleet Service Agent at Merchants ( Daimler Truck South Africa )