Carolina Montoya
Greenville,SC
Summary
To obtain a challenging and responsible position. In addition, allow to grow personally and professionally in a position without prior experience. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
10
10
years of professional experience
Work History
Customer Advocacy Team Lead (Promoted in 2020)
Heights Finance
09.2017 - 06.2023
- Onboarding Orientation and Training
- Supervise and direct team to ensure smooth work-flow
- Manage and direct customer service emails
- Manage escalated customer service cases
- Daily Deposits
- Create Spread Sheets
- Manage weekly and monthly reports
- ABS Knowledge (Daily closet out-Monthly close out)
- GPS Knowledge
- Wells Fargo Lockbox and electronic deposits
- Assist with special projects
- Create instructions
- Process physical and electronic payments
- Sort physical mail to the proper department
- QA review in DocuSign
- Negotiate charge off settlements
- Soft Collections
- QA Review and approve DocuSign
- TLO
- Data Entry
- Plc’s process and welcome calls (Spanish/English)
- Repay knowledge.
- Directed and supervised team of 5
Assistant Manager
Auto Money Title Loans
10.2014 - 05.2017
- Assisting with the processing of loan documents, collect required documentation from applicants and follow up on missing items
- Taking payments, and assisting customers, complete DMV forms, and making 20-25 outbound collection calls.
- Resolves loan documentation issues with leading team collaborating, on problem solving and process improvements efforts to maintain and continuously improve loan operations policy, procedure, and performance.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Machine Operator
Taylor Windows
01.2013 - 09.2014
- Operate a window welder machine, inspects all materials, welds components in flat, vertical, or overhead positions
- Cuts work piece, using powered saws.
- Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within an production environment.
- Streamlined workflow by maintaining clean and organized workstation, adhering to safety protocols.
Education
High School Diploma -
Berea High School
Greenville, SC01.2007
Skills
- Collaborative team member
- Bilingual
- Issue resolution
- Attention to detail
- Microsoft Office Word and Excel Knowledge
- Data Entry
- Multitasking
- Coaching and Mentoring
- Customer Focus
- Performance Improvement
- Teamwork and Collaboration
Languages
Spanish
Native or Bilingual
Timeline
Customer Advocacy Team Lead (Promoted in 2020)
Heights Finance
09.2017 - 06.2023
Assistant Manager
Auto Money Title Loans
10.2014 - 05.2017
Machine Operator
Taylor Windows
01.2013 - 09.2014
High School Diploma -
Berea High School
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