Brianna Henderson
Wylie,TX
Summary
To be a key player on a professional team dedicated to higher standards, exceeding expectations, and accomplishing goals in a harmonious environment, for the benefit of the organization and those served.
Overview
11
11
years of professional experience
Work History
Principal Ops Coordinator
Capital One Auto Finance
06.2021 - Current
- Accurately report manual special account handling processes.
- Work Reporting and Governance team to ensure accurate credit bureau reporting
- Assist with event recovery through sending manual reporting corrections.
- Create monthly presentations on individual CTQ's.
- Documents individual processes to SLQ2CQ standards.
- Create monthly presentations on individual processes for Monthly Process Review.
- Review and Respond to Tier 2 and Tier 3 escalations received from Office of the President
- Review and Respond to Goodwill requests from Office of the President
- Review and Respond to legal requests and suppressions from Legal Team
- Cross train team members on Complaints Research.
- Work directly with Office of the president in order to de-escalate complaints
- De-escalated and resolved customer complaints with punctual, polite and professional
service. - Presented feedback to management on customer service trends and improvement areas.
- Participated with Policy and Procedure Meetings.
SENIOR OPS COORDINATOR, TITLES-LIEN PLACEMENT
CAPITAL ONE
12.2018 - Current
- Minimum of 15 Outbound calls to customers, DMV, and other financial institutions
- Pre-fill state documents required for lien placement, as well as prepare cover letters and operate fax/copy machines
- Utilize probing questions to obtain required information from customers and third parties
- Resolved escalations from CAT and IQOR agents regarding status of lien placement while maintaining low turnaround time for resolution
- Submission of client correspondence for completion of lien placement.
- De-escalated and resolved customer complaints with punctual, polite and professional
service. - Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
- Delivered exceptional customer service by proactively addressing concerns and fostering a
positive experience throughout all interactions. - Enhanced client satisfaction by promptly addressing inquiries and providing accurate
information on products and services.
INDIRECT/DIRECT DISPUTES AGENT
CREDIT BUREAU REPORTING
01.2013 - 12.2018
- Resolved and responded to a minimum of 70 credit bureau disputes while maintaining low turnaround time and high internal and external quality scores
- Assisted with team assessments
- Met daily goals in order to maintain compliance with government guidelines on response time
- Participated in COMPASS Program for career development
- Assisted with CFPB Audit, by demonstrating system details, and process examples
- Participated with Policy and Procedure Bankruptcy meetings.
Education
High School Diploma -
L.V. BERKNER HIGH SCHOOL
Richardson, TX05.2010
Skills
- Proficient in Shaw, Titan, TMS, CLO, Zeus, Credit Browser applications
- Client account management
- Two years of Inbound and Outbound Customer service
- Self-motivated
- Customer-oriented
- Detail oriented
- Effective verbal/written communication skills
- Well-developed organizational skills
Timeline
Principal Ops Coordinator
Capital One Auto Finance
06.2021 - Current
SENIOR OPS COORDINATOR, TITLES-LIEN PLACEMENT
CAPITAL ONE
12.2018 - Current
INDIRECT/DIRECT DISPUTES AGENT
CREDIT BUREAU REPORTING
01.2013 - 12.2018
High School Diploma -
L.V. BERKNER HIGH SCHOOL
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