Cheryl Baldermann
Carrollton,TX
Summary
Dynamic Senior Operations Coordinator with extensive experience at Capital One, adept at enhancing operational efficiency through process improvements and data analysis. Proven ability in multitasking and relationship building, successfully mentoring junior staff and streamlining workflows to boost productivity. Committed to delivering exceptional customer service and driving strategic initiatives.
Overview
12
12
years of professional experience
Work History
Senior Operations Coordinator Repo Specialty
Capital One
Plano, TX
01.2023 - Current
- Accurately and timely processing of various updates to the terms of auto loan contracts with Capital One.
- Professional communication with internal business partners
- Track progress on daily basis
- Stay withing regulatory guidelines and Organizational controls
Senior Operations Coordinator Loan Modifcations
Capital One
Plano, TX
03.2018 - 01.2023
- Took inbound calls for customers needing loan modifications for lower apr and lowered payments
- Analyzed documents and proof of income for eligibility
- Analyzed performance metrics by leading huddles to identify trends and recommend strategic adjustments for operational success.
- Mentored junior staff on best practices in operations management and project execution.
Customer Advocacy Representative
Capital One
Plano, TX
08.2016 - 03.2018
- Assisted customers with account inquiries and problem resolution to enhance satisfaction.
- Processed applications and transactions efficiently, ensuring compliance with company policies.
- Collaborated with team members to streamline operational workflows and improve service delivery.
- Conducted thorough research on customer feedback to identify areas for improvement in services.
- Demonstrated Outstanding Empathy and one call resolution
Customer Service Representative
Capital One
Plano, TX
08.2014 - 08.2016
- Took inbound calls to assist customers of Capital One Auto Finance.
- Took payments
- Answered questions
- provided information on transaction history
- Provided empathy and understanding to resolve customers issues
Education
BBA - Business Management
Amberton University
Garland, TX05-1985
Skills
- Multitasking and organization
- Customer service
- Data entry
- Decision-making
- Work Planning and Prioritization
- Relationship building
- MS office
- Discretion and confidentiality
- Empathy
- Team building
- Problem solving
Accomplishments
I received MVP award in 2024
Timeline
Senior Operations Coordinator Repo Specialty
Capital One
01.2023 - Current
Senior Operations Coordinator Loan Modifcations
Capital One
03.2018 - 01.2023
Customer Advocacy Representative
Capital One
08.2016 - 03.2018
Customer Service Representative
Capital One
08.2014 - 08.2016
BBA - Business Management
Amberton University