Aracele Zavala
Brookfield,IL
Summary
Detail-oriented Quality Assurance Associate with a focus on compliance monitoring and data analysis. Bilingual in English and Spanish, delivering effective communication skills and strong work ethic. Dedicated and adaptable with a proactive attitude and ability to learn quickly.
Overview
11
11
years of professional experience
Work History
Quality Assurance Associate II
Consumer Portfolio Services
Irvine, California
05.2024 - Current
- Monitored AI-generated interactions to ensure adherence to quality assurance protocols, maintaining service integrity.
- Reviewed all company communications, including phone calls, texts, chats, and emails for compliance.
- Identified and resolved quality issues through team collaboration.
- Documented areas requiring training or compliance adjustments based on evaluation forms.
- Conduct department monitoring by reviewing calls, emails and time zone infractions across departments for compliance and performance.
- Document and report AI errors, discrepancies/programming errors.
- Analyzed customer service complaints for accuracy in handling across multiple communication platforms.
- Entered annotations to mark key points within audio recordings. Bookmarking within the call recordings to highlight content.
- Tracked project milestones and managed data entry using appropriate software tools such as Excel.
Servicing Training Supervisor
Consumer Portfolio Services
Irvine, California
05.2022 - 04.2024
- Organized and compiled training materials for new employee onboarding at Consumer Portfolio Services.
- Collaborated with management to identify training gaps and improve program effectiveness.
- Assessed trainee performance through evaluations and provided constructive feedback regularly.
- Delivered essential policy and procedure updates to ensure employee compliance and understanding.
- Evaluated and communicated trainee participation and performance in reports to management.
- Performed assessments of new employees to recognize their skills and adjust training plans.
- Organized refresher courses to keep staff updated on industry regulations and best practices.
- Instructed trainees on proper use of office equipment and software applications.
- Documented participant attendance at training sessions to maintain accurate training records.
Collections Supervisor
Consumer Portfolio Services
Irvine, California
01.2019 - 04.2022
- Supervised collections team, ensuring compliance with company policies and procedures to maintain operational integrity.
- Monitored daily workflow of the collection staff, providing feedback and coaching as needed.
- Provided guidance and direction to employees on proper collection techniques that adhered to company policy.
- Identified potential problem accounts, developing proactive plans of action that reduced delinquency risk.
- Notified customers of delinquent accounts by mail and telephone to obtain payment.
- Executed skip tracing activities to locate and engage missing customers, facilitating timely payment resolution.
- Reviewed customer payment arrangements for appropriateness based on account history.
- Resolved customer complaints or answered customers' questions.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Collector
Consumer Portfolio Services
Irvine, California
06.2015 - 12.2018
- Negotiated payment plans with customers to resolve outstanding balances effectively.
- Conducted skip tracing to locate unreachable customers for debt recovery efforts.
- Communicated with customers via phone and email regarding account inquiries and payments.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Provided guidance and assistance to customers who were facing financial difficulties.
- Met demands of busy collections group by performing high volume of daily calls.
- Managed customer accounts by obtaining payment information and updating records.
- Participated in regular meetings with internal staff to discuss strategies for improving collections efforts.
Education
High School Diploma -
Vista High School
Vista, CA06-2005
Skills
- Quality assurance
- Compliance monitoring
- Data analysis
- Data management
- AI monitoring
- Proficient in Microsoft Office
- Attention to detail
- Time management
- Deadline management
- Effective communication
- Bilingual English and Spanish
Timeline
Quality Assurance Associate II
Consumer Portfolio Services
05.2024 - Current
Servicing Training Supervisor
Consumer Portfolio Services
05.2022 - 04.2024
Collections Supervisor
Consumer Portfolio Services
01.2019 - 04.2022
Collector
Consumer Portfolio Services
06.2015 - 12.2018
High School Diploma -
Vista High School