Celia Orozco
Grand Prairie,TX
Summary
Dedicated professional with strong communication and interpersonal abilities focused on delivering outstanding customer service through effective problem resolution.
Overview
21
21
years of professional experience
Work History
Sr Associate
CoreLogic
01.2020 - Current
- Ensure client orders are fulfilled within the established turnaround time
- Research and resolve issues related to third-party vendor data
- Monitor production work on completed by offshore vendors
- Work with third-party vendors to ensure the quality and timeliness of abstract work
- Help research client disputes and escalated requests
- Perform ongoing analysis of daily tasks to improve productivity and quality
- Collaborate with other departments to resolve system issues and ensure stabilization
- Makes minor changes in processes to solve problems or improve the effectiveness
- Problems and issues faced are general, and may require some analysis to understand and resolve
- Expected to independently propose solutions to problems for people leader review
Dealer Quality Specialist I
Drive Financial/Santander Consumer USA
03.2017 - Current
- Conduct monthly dealership reviews to proactively look for trends, inconsistencies, potential fraud or other assets with the dealer’s portfolio. Ensure we are compiling with SC policies.
- Conduct additional research via website as required to locate necessary employer information for verification purposes.
- Document and report results from completed dealer reviews to management.
- Clear communications skills for both verbal and written.
QA Speech Analytics Specialist
Drive Financial/Santander Consumer USA
12.2011 - 03.2017
- Audit CallMiner reports for accuracy
- Support Quality Assurance in evaluating collection calls
- Review accounts to insure all policies and procedures are performed correctly
- Special projects as assigned
Quality Assurance Associate
Drive Financial/Santander Consumer USA
12.2009 - 12.2011
- Responsible for evaluating and providing feedback electronically to both Customer Service and Collection associates
- Train new Quality Assurance associates on all Servicing and Loss Mitigation documents
- Special duty- evaluating reinstatements for special requirements demanded by management
Account Manager
Drive Financial/Santander Consumer USA
03.2007 - 12.2009
- Responsible for accepting heavy volume of inbound/ outbound calls
- Negotiate and develop suitable plan to reduce delinquency
- Consistently met personal and departmental collection goals
- Educate clients on various contract terms
Verification Representative
WFS Financial
01.2005 - 12.2005
- Verify credit for auto loan approval
- Make outbound calls for employment verification
- Verify residency and/or mortgage information
Education
High School Diploma -
Grand Prairie High School
Skills
Customer service
Time management
Decision-making
Attention to detail
Oral communication
Issue resolution
Data entry
Customer interaction
Customer engagement
Customer service orientation
Courteous and professional
Performance improvement
Multitasking and organization
Problem-solving abilities
Reliable and punctual
Adaptability and flexibility
Verbal and written communication
Task prioritization
Timeline
Sr Associate
CoreLogic
01.2020 - Current
Dealer Quality Specialist I
Drive Financial/Santander Consumer USA
03.2017 - Current
QA Speech Analytics Specialist
Drive Financial/Santander Consumer USA
12.2011 - 03.2017
Quality Assurance Associate
Drive Financial/Santander Consumer USA
12.2009 - 12.2011
Account Manager
Drive Financial/Santander Consumer USA
03.2007 - 12.2009
Verification Representative
WFS Financial
01.2005 - 12.2005
High School Diploma -
Grand Prairie High School