Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
2021.06 - 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
2018.12 - 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
2013.01 - 2018.12
  • 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, TX
05.2010

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
2021.06 - Current

SENIOR OPS COORDINATOR, TITLES-LIEN PLACEMENT

CAPITAL ONE
2018.12 - Current

INDIRECT/DIRECT DISPUTES AGENT

CREDIT BUREAU REPORTING
2013.01 - 2018.12

High School Diploma -

L.V. BERKNER HIGH SCHOOL
Brianna Henderson