Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
Websites
References
Timeline
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CAROL DIAZ

Lake Mary

Summary

Dynamic professional with a proven track record at JPMC, excelling in coaching and mentoring while ensuring regulatory compliance. Expert in analytical thinking and quality assurance. Consistently achieving first-call resolutions and exceeding departmental goals. Proficient in Microsoft Office and adept at navigating complex data environments.

Overview

20
20
years of professional experience

Work History

Specialist Collections 1

JPMC
Lake Mary
08.2024 - Current
  • Coach and develop training materials for new team members.
  • Utilize strong analytical skills to manage sensitive data and interpret requirements.
  • Demonstrate exceptional communication, negotiation, and decision-making skills while engaging with customers.
  • Provide general guidance and support for customers' inquiries within established SLA's and quality guidance.
  • Navigate various technologies, showcasing resilience and adaptability in fast-paced environments.
  • Adhere to all applicable regulatory and departmental practices and procedures.
  • Execute quality assurance testing on newly developed software applications.
  • Maintain accurate customer records to ensure compliance and operational efficiency.
  • Utilize a knowledge base platform to assist and respond to customers' inquiries, including interpreting various policies and procedures to determine the necessary resolution with accuracy and within compliance guidelines.
  • Collaborate with the subject matter expert and respond to customers with a final resolution.
  • Participate in ongoing training and compliance activities.

Analyst - Payroll Financial Operations

Verizon
Lake Mary
08.2016 - 11.2023
  • Worked closely with human resources to support employee management and organizational planning.
  • Coordinated training, team collaboration, and personal development classes for newly hired employees.

  • Mentored junior payroll analysts on best practices and methodologies.
  • Managed accurate and timely updates of all benefit-related Payroll processes, including Time reporting, Hiring, Retirement, Military & Special Pay, Maternity leave, Deductions, Tax, Garnishment, Short Term Disability, Family Medical Leave, Education, Banking, and Benefits.
  • Adhered to the laws and regulations by staying in compliance with HIPAA Law-Health Insurance Portability and Accountability Act, maintaining employee privacy, confidentiality, and protection of sensitive information.
  • Applied preliminary knowledge of local, state, federal, and county tax laws & wage-pay practices to ensure accurate pay.
  • Cooperatively interacted and maintained appropriate relationships with Business Partners in HR and Benefit Vendor Representatives to resolve employee inquiries.
  • Proactively insist on First-Call Resolutions via WFM case results and process team collaborations.
  • Assisted in a team group Chatbot User Acceptance Testing to implement quick, concise, and streamlined Chat support.
  • Tracked, investigated, updated, and closed cases from every call and email inquiry.
  • Supported internal and external audits and policies to comply with tax laws and regulations.
  • Collaborated daily with the transaction team to confirm severance payout for retired customers.
  • Presented findings and recommendations in team meetings.
  • Analyzed key performance indicators to identify effective strategies.
  • Identified needs of customers promptly and efficiently.
  • Audited company's legal documents to verify compliant policies and procedures.

Outbound Appointment Specialist

Sears Holding Corporation
Lake Mary
11.2014 - 11.2016
  • Assisted in training new staff members on proper scheduling techniques.
  • Scheduled appointments for customers to enhance service efficiency and retention.
  • Used my social and sales skills to influence customers by engaging them in conversation and helped overcome their objections effectively.
  • Entered data into the computer system accurately and efficiently while setting goals to obtain a high conversion percentage.
  • Set up workshops, open houses, and meetings by scheduling and reserving rooms and preparing supplies.

Admissions Representative

ITT-Technical Institute
Lake Mary
11.2012 - 07.2014
  • Counseled prospective students and family members about the admission criteria and other critical factors in the educational decision process.
  • Set appointments, conduct in-person interviews, and enroll students in degree programs.
  • Timely follow-through on communication plans by initiating and answering correspondence and inquiries from prospective students.
  • Successfully exceeded defined departmental goals by setting more appointments weekly.

Inside Admissions Representative

International Academy of Design and Technology
Orlando
02.2009 - 11.2012
  • Conducted interviews and enrollments with applicants via telephone and in person to inform prospects of different programs.
  • Incorporated effective trial closing techniques during interview sessions and created a sense of urgency, capability, and motivation with potential students.
  • Performed effective “features and benefits” presentations and tours in the school while identifying and overcoming objections to enrollment.
  • Completed routine reports of students' information in a timely, accurate manner in PeopleSoft.

Office Manager / Certified Real Estate Professional Assistant

Capital Realty Corporation
Casselberry
01.2005 - 01.2009
  • Primary manager for scheduling appointments for Brokers & Realtors and maintaining the office website.
  • Responsible for collaborating with licensed agents and customers regarding contractual documents.
  • Completed residential and commercial listing information regarding future property purchases. Submitted information to the MLS (Multiple Listing Service) broker’s website.
  • Excellent negotiator while soliciting prospective clients via cold calling to list their homes on the company website, and maintaining files for all contractual agreements.

Education

Supervision & Management B.A.S -

Daytona State College
Daytona, FL
05.2022

Business A.A. -

Daytona State College
Daytona, FL
05.2016

Skills

  • Coaching and mentoring
  • Regulatory compliance
  • Attention to detail
  • Analytical thinking
  • Quality assurance
  • Trend Analysis
  • Expert in Microsoft Office, Workday, Live Engage, WFO, ALvaria, Omni, Avaya,

Affiliations

  • Toastmasters – Member & Vice President of Recruitment 01/2019 - Current
  • ALPFA: Association of Latino Professionals for America 11/2015 - Current
  • Vision & Heels – Member of a co-working space built for women 09/2021 - Current

Accomplishments

Received certificate for the highest percentage number for negotiation & kept dollars is 256%

Recognition for the highest number of surveys, 24 surveys in March 2025

Received a Trophy 3x for the highest number of score cards in the team, with a score of 5

Team lead, effective January 2025

Team Coach, effective March 2025

Languages

Spanish
Professional

References

References available upon request.

Timeline

Specialist Collections 1

JPMC
08.2024 - Current

Analyst - Payroll Financial Operations

Verizon
08.2016 - 11.2023

Outbound Appointment Specialist

Sears Holding Corporation
11.2014 - 11.2016

Admissions Representative

ITT-Technical Institute
11.2012 - 07.2014

Inside Admissions Representative

International Academy of Design and Technology
02.2009 - 11.2012

Office Manager / Certified Real Estate Professional Assistant

Capital Realty Corporation
01.2005 - 01.2009

Supervision & Management B.A.S -

Daytona State College

Business A.A. -

Daytona State College

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