Carissa E. Vigil
Casa Grande,AZ
Summary
Accomplished business professional with extensive experience providing the leadership and guidance needed to support the achievement of business goals and objectives. Skilled at developing and executing strategy based on in-depth analysis and implementing solutions to minimize the overall financial risk to the organization within the collection’s workgroup. Proven strength in building long-term, professional relationships with business partners and stakeholders. Recognized for the ability to deliver impactful results while leading in fast-paced business environments.
Operations professional with strong background in optimizing processes and driving team performance. Proven ability to lead collaborative efforts, adapt to changing demands, and deliver impactful results. Expertise in project management, workflow improvement, and team development. Known for reliability, strategic thinking, and fostering productive work environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Interpreter Services/Customer Service Lead Seasonal
Transperfect
01.2021 - 01.2021
- Respond and Manage call lines for business clients needing interpreters for all global languages internationally. Maintain a high level of confidentiality for all clients.
BHT/Medical Assistant
Power Staffing
01.2019 - 01.2021
- Home care
- Provide guidance on daily ADLs for all clients that are residents in group homes.
- Develop relationships with clients through all daily activities
Operations Team Lead
JPMORGAN CHASE
10.2024 - Current
- Manage and monitor workflows for all areas of production
- Ensure all agents are set up properly and all functions within all roles are meeting/exceeding client standards
- Provide feedback and coaching for agents
- Knowledge of all areas for private Client
- Collaborate with all levels of management to ensure clear and concise direction
- Ensure workload is completed as outlined in departmental procedures and policies
- Understand portfolio and tools used to support client processing requirements
- Provide training for new and existing employees
- Interface with other operations departments to research and resolve inquiries
- Make routine decisions and determining proper courses of action within the limits of standard policies and procedures
- Participate in evaluations, coaching, and counseling sessions of front-line associates
- Participating in projects aimed at enhancing the customer experience as identified through escalation matters
Customer Assistance Resolution Specialist Operations
TOYOTA FINANCIAL SERVICES
01.2016 - Current
- Support Operations collections with escalations.
- Deliver exceptional service to all levels of leadership and employees across Operations
- Manage communication with Operations with all SOP changes and expectations
- Consistently meet deadlines for special projects and reporting of all matrix results
- Collaborate with all areas of the business to ensure clear direction for protocols in all areas of Operations
- Identify trending behaviors with accounts/payments/escalations
- Develop and execute training for multiple areas of opportunities
- Follow up and follow through on all communications to include emails/reports/chats/calls
- Maintain vendor relationships within Operations. Communicate changes/concerns and plans to resolve issues
- Diligent on providing training to maximize collections efforts
- Timely in all resolutions and giving accurate responses to all matters involving complex situations
- Enhance skill sets for team members and leadership in all skip-tracing efforts and identifying fraud with tools provided
Contact Center/Agent
Bryan University
01.2022 - 01.2024
- Contact, qualify, and build trust with potential students
- Communicate with prospects via chat, email, or phone to gauge their interest levels for Programs avail
Unhooked Recovery
Lead BHT/Medical Assistant
01.2017 - 01.2019
- Work closely with the Medical Team for all inpatient clients.
- Guide daily routines for SMI clients battling any addiction to include substance abuse, alcohol, trauma.
- Provide resources for housing, family counseling after treatment and ongoing support
- Monitor behaviors and record all/any incidents/concerns
- Monitor family visitation with children and social workers
- Communicate with all staff/parole/probation officers/medical team
- Pass medications throughout schedules times of the day
- Plan and execute activities for weekends with clients
Education
Associates of Occupational Studies - Medical Assistant
Intellitec College
Colorado Springs, CO02-2012
No Degree - Six Sigma
Coursera
ONLINE03-2026
Skills
- Conflict resolution
- Flexible in dynamic environments
- Collections strategy development
- Collaborative business networking
- Execution of strategies
- Efficiency improvement
- Collaborative stakeholder relations
- Strategic delegation skills
- Team leadership
- Collaborative skills enhancement
- Relationship management
- Quality improvement strategies
- Data-driven decision making
- Risk assessment
- Process improvement
Certification
- CPR Certified
- BLS Certified
- CPI “Crisis Prevention Intervention” Certification
Timeline
Operations Team Lead
JPMORGAN CHASE
10.2024 - Current
Contact Center/Agent
Bryan University
01.2022 - 01.2024
Interpreter Services/Customer Service Lead Seasonal
Transperfect
01.2021 - 01.2021
BHT/Medical Assistant
Power Staffing
01.2019 - 01.2021
Unhooked Recovery
Lead BHT/Medical Assistant
01.2017 - 01.2019
Customer Assistance Resolution Specialist Operations
TOYOTA FINANCIAL SERVICES
01.2016 - Current
Associates of Occupational Studies - Medical Assistant
Intellitec College
No Degree - Six Sigma
Coursera