Claudia Sauceda
Houston
Summary
Resolution professional with deep expertise in conflict management, problem-solving, and customer service excellence. Known for strong focus on team collaboration and delivering high-impact results. Skilled in mediation, negotiation, and implementing effective strategies to resolve issues efficiently. Adaptable and reliable, consistently meeting evolving demands.
Overview
10
10
years of professional experience
Work History
Resolution Supervisor
Texas Bay Credit Union
Houston, TX
12.2022 - Current
- I supervise a team of eight representatives, making sure they are making quality calls collecting on the delinquency assisting the members of the credit union that are facing financial difficulty.
- I handle all escalated situations with concerned members, my goal is to deescalate and come to an agreement with our members and provide plausible and helpful solutions.
- I process data and complete several reports that project our goals and current delinquency as well as reports that track the required goals set for the resolution representatives.
- I assist in restructuring the loans of current loan holders who are who are experiencing financial hardship to assist them to get back on track and out of delinquency.
- I assist in the implementation of new projects that assist in streamlining our processes and help minimize losses.
- I process the forced place insurance policies on all auto loans that have expired insurance or the coverage does not meet the contractual requirements, this helps mitigate losses.
Business Development Specialist
Texas Bay Credit Union
Houston, TX
01.2021 - 12.2022
- Developed strategic partnerships to enhance market presence and drive revenue growth.
- Conducted market research to identify new business opportunities and assess competitive landscape.
- Collaborated with sales and marketing teams to create targeted campaigns for customer acquisition.
- Analyzed client feedback to refine service offerings and improve customer satisfaction levels.
- Expanded client base by identifying and targeting new business opportunities through market research and analysis.
- Conducted regular meetings with several companies and charities to build positive and productive relationships.
- Cultivated a culture of continuous improvement by encouraging feedback from team members and implementing changes based on constructive criticism.
- Engaged with customers to build business relationships.
- Contributed to team objectives in fast-paced environment.
Asset Recovery Administrator
Texas Bay Credit Union
Houston, TX
03.2017 - 01.2021
- Coordinated administrative operations to enhance workflow efficiency and support team objectives.
- Managed scheduling and communication for executive leadership, ensuring timely responses and decision-making.
- Developed and maintained organizational systems for document management to streamline information retrieval.
- Trained and mentored new staff on operational procedures and best practices to promote a collaborative environment.
- Created and implemented new procedures to work with debt consolidation companies. This assisted member who had a charged off loan come to an agreement and to return to good standing.
- Handled all the bankruptcy accounts and made sure all claims were filed and stayed on top important deadlines and court dates.
- Oversaw all legal accounts from filing the legal cases to appearing at the court and pleading our cases to seek and be awarded judgments.
- Oversaw office supply inventory management, ensuring resources aligned with departmental needs and budgets.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
Call Center Representative
Texas Bay Credit Union
Houston, TX
09.2015 - 03.2017
- Resolved customer inquiries efficiently, ensuring high satisfaction rates and effective problem resolution.
- Trained new representatives on systems, protocols, and customer service best practices to enhance team performance.
- Collaborated with management to improve call handling processes, resulting in streamlined operations and reduced wait times.
- Analyzed call data to identify trends and recommend process improvements for enhanced service delivery.
- Managed escalated customer issues, providing timely solutions while maintaining professionalism under pressure.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
Education
GED -
AMMA
Houston TX 05-2008
Skills
- De-escalation techniques
- Bilingual
- Team collaboration
- Attention to detail
- Problem-solving abilities
- Excellent communication
Timeline
Resolution Supervisor
Texas Bay Credit Union
12.2022 - Current
Business Development Specialist
Texas Bay Credit Union
01.2021 - 12.2022
Asset Recovery Administrator
Texas Bay Credit Union
03.2017 - 01.2021
Call Center Representative
Texas Bay Credit Union
09.2015 - 03.2017
GED -
AMMA