ASHLEY CANDELARIA
Heathrow,FL
Summary
Results-driven customer service expert with over nine years of experience addressing customer needs, resolving concerns, and delivering exceptional service. Skilled in providing accurate information and presenting effective solutions to ensure customer satisfaction. Known for a positive, energetic attitude and the ability to handle challenging situations with professionalism, resourcefulness, and adaptability.
Extensive background in collections, banking, and management roles, with proven abilities in project coordination, time management, and multitasking. Dedicated to consistently exceeding business goals and personal performance expectations. Committed to continuous improvement and long-term success in both individual and team-based environments
Overview
11
11
years of professional experience
Work History
Card Collections Litigation Affidavits Authorized Signer
JPMorgan Chase
06.2023 - Current
- Verify and sign Sworn documents/Other Signed Documents using bank – approved business records in accordance with all applicable legal and regulatory requirements.
- Ensure documentation is fully accurate and to identify and raise any inaccuracies or omissions.
- Oversee performance standards for all aspects of document control.
- Ensure full compliance with bank policies, procedures and applicable laws and regulations in regard to document processing at all times.
- Assist in the identification and escalation of process related issues and improvement opportunities.
- Interface with legal, audit compliance and control partners to ensure regulatory and/or legal requirements within the process are met.
Quality Specialist III
JPMorgan Chase
Heathrow, FL
01.2021 - 06.2024
- Partnering with Department Team Leaders to ensure Procedures are efficient and up to date with current process requirement.
- Lead working sessions to identify, validate, and solve potential problems to lower risk, improve controls, and create new PDK policies side by side with Team Lead to enhance process documentations
- Ensure that Settlements, Bankruptcy, Policy Enrollment Processes are up to date and accurate.
- Performed quality reviews on Delivery Managers’ monthly meetings to ensure accuracy, consistency, and adherence to company standards.
- Previously, I performed quality control on automotive processes, including DMV paperwork, title processing, and internal managerial documentation.
Account Management Collections
JPMorgan Chase
Heathrow, FL
08.2019 - 01.2021
- Discussed options with delinquent clients in terms of proposed solutions or program base on customer needs
- Trained new team members on scripts, company services and performance strategies and provided mentoring.
Team Leader Manager
Synovus Financial Corp
Winter Park, FL
02.2017 - 03.2019
- Determined quality assurance benchmarks and set standards for improvement
- Trained team members on performance metrics and consumer behavior identification
- Executed Monthly Performance Plans with representatives to identify production gaps
- Implemented new quality assurance and customer service standard.
Quality Assurance Analyst
Spectrum
Longwood, FL
01.2014 - 02.2017
- Recorded and organized test data for report generation and analysis.
- Inspected general ledger for accuracy.
- Listen to calls on computer database system
- Met all customer call guidelines including service levels, handle time and productivity
- Wrote, updated and enforced quality control operating procedures to keep the facility fully compliant with internal and regulatory requirements.
Education
High School Diploma -
Escuela Lazaro Educativa
Barceloneta, PR05.2012
Skills
- Bilingual Spanish
- Data Entry
- High Proficiency in Microsoft Office Applications
- ICP “Intergraded Collection Platform”
- TSYS “Mainframe”
- SDTS “Sworn Document Tracking System”
- EIV “Enterprise Image Viewer”
- ACES “Quality Control Platform”
- QUEST
- Customer Assist
- ICAF “Intergraded Chase Auto Finance”
- Convoke
- First Support
- Adobe Pro
- Time Management Proficiency
- Multitasking Skills
- Staff Development
- Excellent Communication Skills
- Strong Analytical Skills
- Policy development
Languages
Bilingual Spanish
Timeline
Card Collections Litigation Affidavits Authorized Signer
JPMorgan Chase
06.2023 - Current
Quality Specialist III
JPMorgan Chase
01.2021 - 06.2024
Account Management Collections
JPMorgan Chase
08.2019 - 01.2021
Team Leader Manager
Synovus Financial Corp
02.2017 - 03.2019
Quality Assurance Analyst
Spectrum
01.2014 - 02.2017
High School Diploma -
Escuela Lazaro Educativa