Cassandra Miranda
Pompano Beach,FL.
Summary
Quality-driven Compliance Analyst familiar with tracking, documentation and reporting requirements. Assesses work, materials and procedures and recommends adjustments to maintain compliance. Motivated, energetic mindset, highly ethical and focused team player with productive diligent approach.
Overview
9
9
years of professional experience
Work History
OPERATIONS/COMPLIANCE
SOUTHERN AUTO FINANCING COMPANY
11.2021 - Current
- Maintain a call quality program utilizing best practice models through monitoring of calls, then delivering regular and consistent feedback to the team on their progress
- Responded to employee inquiries regarding compliance regulations and procedures.
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Work with various department leadership to provide feedback, discuss improvement initiatives, or assist in ad hoc requests
- Design course materials and other documents, including handouts, training modules, and continuing education
- Receive and draft responses for direct and indirect complaints, including credit disputes
- Review, approve, and code various compliance communications including documenting internal loan servicing software
Quality Assurance Specialist
FAMILY CARE PHARMACY SOLUTIONS
12.2018 - 11.2021
- Participates in design of call monitoring formats and quality standards
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Prepares and analyzes internal and external quality report for management staff review
- Provides accountable data to various internal support groups as needed, gives feedback to call center team leaders and managers
- Coordinates and facilitates call calibration session for call center staff.
SUPERVISOR
CALL4HEALTH
03.2015 - 10.2019
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Monitored workflow to improve employee time management and increase productivity.
Education
Associate of Arts -
North Shore Community College
Danvers, MASkills
- Ability to set priorities, accomplish goals and contribute to a team effort, able to multitask and work independently
- Data Analysis and gathering
- Training Programs
- Database software
- Research
- Industry trend Assessments/ Trend Monitoring
- Document Review
- Excellent verbal and written communication
- Client relationships
- State-specific regulations
Timeline
OPERATIONS/COMPLIANCE
SOUTHERN AUTO FINANCING COMPANY
11.2021 - Current
Quality Assurance Specialist
FAMILY CARE PHARMACY SOLUTIONS
12.2018 - 11.2021
SUPERVISOR
CALL4HEALTH
03.2015 - 10.2019
Associate of Arts -
North Shore Community College
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