Cynthia Nunez
Bolingbrook,Illinois
Summary
Authorized to work in the US for any employer Devoted professional proactively and quickly identifies best course of action for given scenarios. Confident handling tasks independently and in teams with highly organized approach to work. Strong advocate for those in need and committed to providing best possible service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Financial Service Team Lead
LENDING SOLUTIONS, INC
03.2020 - 06.2023
- Answer all inbound calls to clients highest standards
- Help supervisor with team meetings and scorecards
- Train new employees
- Resolve all questions and concerns regarding members account
- Preform basic Bank teller transactions
- Process applications for new credit/debit cards
- Complies with all policies/procedures related to the new account process
- Reviews and completes consumer loan applications with customers
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Created customer support strategies to increase customer retention.
Quality Assurance Specialist
FedEx
09.2019 - 02.2020
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Analyzed quality and performance data to support operational decision-making.
- Promoted adherence to quality standards by educating personnel on quality control.
- Implemented process improvements to increase productivity in quality assurance operations.
Customer Service Advocate
Verizon Wireless
01.2017 - 06.2018
- Responded to inbound customer calls with the highest standard of professionalism and courtesy, addressing customer issues and assuring that quality standards are met on every call
- Assist with basic troubleshooting of client's phones
- Resolving discrepancies on Customers account
- Support billing and payment inquiries
- Process customer requests and where applicable, process credits/adjustments with in company guidelines
- Conducts thorough customer needs analysis and provides value driven
Default Resolutions Specialist
Financial Management Systems
02.2015 - 01.2017
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Formulated focused and individualized resolutions aimed to peacefully settle disputes.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
- Prepared written opinions or decisions regarding cases.
- Reviewed legal documents and contracts to determine potential conflicts and disputes.
- Researched and analyzed individual parties' positions to understand dispute background.
Education
Bolingbrook High School
Bolingbrook, ILSkills
- Industry Networking
- Attendance Tracking
- Team Supervision
- Quality Control Guidelines
- Employee Performance Reviews
- Multi-Line Telephone Operation
- Sales Expertise
- Administrative Support
- Professional Telephone Demeanor
- Call Center Operations
Certification
CNA
January 2015 to December 2016
Timeline
Financial Service Team Lead
LENDING SOLUTIONS, INC
03.2020 - 06.2023
Quality Assurance Specialist
FedEx
09.2019 - 02.2020
Customer Service Advocate
Verizon Wireless
01.2017 - 06.2018
Default Resolutions Specialist
Financial Management Systems
02.2015 - 01.2017
Bolingbrook High School
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