BRITTANY GONZALEZ
San Antonio,TX
Summary
Highly motivated and adaptable professional with a strong work ethic and exceptional interpersonal skills. Known for the ability to quickly master new tasks, work independently with minimal supervision, and thrive in fast-paced environments. Brings a proactive approach to challenges with a focus on accuracy, efficiency, and continuous improvement.
Overview
8
8
years of professional experience
Work History
Document Imaging Specialist
Citibank Citi
San Antonio, TX
08.2023 - Current
- Managed incoming and outgoing documentation processes and maintained organized file systems to ensure efficient retrieval and compliance.
- Reviewed documents for accuracy, completeness, and adherence to applicable regulatory standards.
- Conducted quality control checks on scanned images prior to integration into the document management system.
- Provided technical support and troubleshooting for scanning equipment and imaging software applications.
- Operated high-speed scanners to digitize hardcopy documents using advanced imaging tools.
- Completed documentation and work requests in alignment with company standards and timelines.
- Maintained workflow efficiency by leveraging strong organizational, planning, and multitasking skills.
- Identified documentation errors and proposed corrections to ensure data integrity.
- Processed restitution checks and conducted research to obtain case numbers and related client case information.
Member Debt Representative
USAA contractor
San Antonio, TX
09.2022 - 08.2023
- Assisted members with sensitive account matters including estates, bankruptcies, demand deposit accounts, and charged-off accounts. Daily call volume was over 100 calls
- Delivered high-quality customer service by addressing inquiries and resolving issues efficiently and empathetically.
- Responded to product and service-related questions with accuracy and professionalism.
- Processed member payments using internal systems and point-of-sale software.
- Handled escalated concerns and complaints with composure, ensuring member satisfaction and issue resolution.
- Applied strong problem-solving skills to navigate complex account situations and support member needs.
- Consistently achieved daily performance metrics and quality standards set by management.
Quality Specialist
JPMorgan Chase & Co
San Antonio, TX
05.2017 - 06.2022
- Monitored calls to ensure representatives adhered to state regulations and company policies.
- Conducted internal audits to verify compliance with quality standards, including regulatory requirements such as Reg Z, UDAAP, and the Privacy Act.
- Utilized audit results to identify call trends and provided actionable insights to leadership.
- Maintained high performance scores through accurate data entry and deep regulatory knowledge.
- Independently prioritized workloads and adjusted to shifting business needs in a fast-paced environment.
- Collections Specialist
- Managed inbound and outbound calls to collect on past-due credit card accounts.
- Documented account interactions and routed customers to appropriate departments as needed.
Negotiated payment plans and assessed eligibility for financial arrangements.
Collected payments while maintaining professionalism and compliance with company policy.
Trained and mentored new hires on department systems, expectations, and procedures.
Education
High School Diploma - undefined
05.2010
Skills
- Problem solving (6 years)
- Negotiation
- Ability to work under pressure
- Communication
- Multi-line Phone Systems
- Quality Assurance
- Internal Audits
- Cold Calling
- Quality Control
- Quality Audits
Timeline
Document Imaging Specialist
Citibank Citi
08.2023 - Current
Member Debt Representative
USAA contractor
09.2022 - 08.2023
Quality Specialist
JPMorgan Chase & Co
05.2017 - 06.2022