Summary
Skills
Languages
Work History
Education
Reference
Overview
Generic

Nancy Suarez

Austin,TX

Summary

Experienced Senior Quality advocate with strong leadership and relationship- building skills. Consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.

Skills

  • Troubleshooting
  • Excellent work ethic
  • Detail-oriented
  • Conflict resolution
  • Flexible & Adaptable
  • Audit reporting
  • Quality assurance background
  • Employee supervision
  • Staff training and development
  • Computer Skills (POS, Speedline, Kronos, Titanium, CRS, ICBM, Sales Force, Live Vox, Stars, Egain, Back office, OKTA, Namely, I3, MSP, Genesis, Director 7 and encompass)
  • G Suites Drive- Google Docs, Google sheets
  • Proficient in Microsoft Office
  • 8 years of management
  • 8 years of Auditing Experience
  • Tax Return Preparation

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Work History

Coaching Liasion

New American Funding
Austin, TX
07.2020 - Current
  • Complete daily work activities to meet operational requirements and goals
  • Evaluated individual knowledge, skills, and strengths, and assigned team positions to maximize talent areas.
  • Collaborated with other coaches to create and execute game plans.
  • Utilized positive communication to encourage team and promote integrity and respect.
  • Monitored team practices to establish high level of performance.
  • Analyzed and evaluated team performance metrics to identify areas of improvement.
  • Trained and mentored new coaches on fundamentals of coaching to apply best practices and strategies.
  • Fully comply with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.
  • Performed over 400/600 compliance audits per month.
  • Participated in various training and development programs.
  • Analyzed all audit results and resolved all compliance issues.

Citation Cordinator

SHARE NOW
Austin, TX
07.2019 - 03.2020
  • Answered 325/1400 emails per week, addressing customer inquiries, solving problems and providing product information.
  • Investigated and resolved customer complaints to foster satisfaction.
  • Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
  • Coordinated between billing department and customers to resolve problems.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Collaborated with management to improve data processing methods
  • Conducted data analysis to compile ticket and tow information from all U.S. and CA locations
  • Managed and delegated processed data for payment and customer notice
  • Thoughtfully selected to continue responsibilities and take on new tasks until company-wide closure
  • Entered data, generated reports, and produced tracking documents.

Senior Quality Advocate

Navient
Austin
07.2013 - 07.2019
  • Analyzed departmental documents for appropriate distribution and filing
  • Developed new process for employee evaluation which resulted in marked performance improvements
  • Evaluating new hires' performance
  • Maintaining yearly and monthly reports
  • Alternate trainer for TXDPS surcharge program
  • Conduct audits for Municipal Service Bureau, Riverlink Toll, TXDPS surcharge program, TxTag and CTRMA Toll, New Jersey surcharge program, Texas Municipal Service Bureau court and debt
  • HR reports
  • Partners with management to determine ways to improve quality service for our customers
  • Use our internal quality review software to perform call monitoring and provide insight on behaviors, patterns and quality compliance levels to management.
  • Use quality monitoring data to compile and track performance within the department.
  • Hosted calibration and appeal meetings
  • Prepare and analyze quality reports for management review.
    Employee of the month 2017
  • Outstanding achievement awards for 2015 and 2016

Education

High School Diploma -

Excel High School
New Orleans, LA
05.2006

Reference

  • Kelsey Harrington, SHARE NOW supervisor - (850) 529-8371
  • Samantha Govea, SHARE NOW Human Resources (512) 669-1427
  • Chelsa Morgan, Navient Quality Advocate (512) 808-8628

Overview

11
11
years of professional experience

Similar Profiles

  • Brittany SiemerBrittany Siemer

    Revenue Cycle Liasion at Deaconess Gateway HospitalRevenue Cycle Liasion at Deaconess Gateway Hospital

  • Enrico AlfanoEnrico Alfano

    Hockey Coaching and Skills Development at Golden Blades Hockey AcademyHockey Coaching and Skills Development at Golden Blades Hockey Academy

  • Shayla MortonShayla Morton

    Patient care Liasion at Doctors Community HospitalPatient care Liasion at Doctors Community Hospital

  • Cesar RuizCesar Ruiz

    Coaching (College Level) at Allan Hancock Community CollegeCoaching (College Level) at Allan Hancock Community College

CREATE PROFILE