Summary
Overview
Work History
Education
Certification
Languages
Websites
Timeline
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Dali A Bencomo Barrera

Phoenix,AZ

Summary

Dedicated and focused professional with over 10 years of experience in customer service, with expertise spanning roles from representative to manager. Proven track record of leading teams, improving operational processes, and ensuring high-quality results in fast-paced environments. Strong leadership, problem-solving, and communication skills, with a commitment to achieving company goals and driving performance.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Process Manager

Santander Consumer USA
Mesa, AZ
09.2021 - 08.2024
  • Led a team of 15 employees focused on resolving title issues with motor vehicle departments and dealerships.
  • Processed incoming mail from State DMV and dealerships, ensuring accurate data entry for appropriate department review.
  • Managed weekly meetings with strategic partners and sales teams to review operational procedures and address urgent matters, fostering collaboration and alignment with company objectives.
  • Worked closely with company directors to ensure compliance with policies and procedures.
    Developed and implemented a strategy for strategic dealers, consistently surpassing 97% inventory perfection.
  • Cultivated a high-performance team culture by aligning individual strengths with company goals, driving exceptional results in auto loan operations.

Team Leader

JPMorgan Chase
Phoenix, AZ
04.2019 - 08.2021
  • Led a 15-member team focused on improving auto loan booking/funding efficiency and adherence to company policies.
  • Oversaw the review of incoming documents for new auto loans and refinances, ensuring accuracy in data entry and timely processing.
  • Conducted weekly audits, enhancing operational security and accuracy in mail and vault operations.

Senior Service Specialist III

JPMorgan Chase
Tempe, AZ
09.2015 - 04.2019
  • Oversaw the training of new hires and cross-trained employees, improving team performance.
  • Coached employees to enhance call quality and service levels, contributing to improved customer satisfaction.
  • Pioneered the creation of a bilingual team, expanding customer support capabilities, and improving employee engagement.
  • Led 'Way to WOW' and 'Empathy' training programs to elevate customer interaction quality.

Mortgage and Home Equity Specialist

JPMorgan Chase
Tempe, AZ
05.2013 - 09.2015
  • Resolved complex customer inquiries related to mortgages and home equity, ensuring a high level of accuracy and customer satisfaction.
  • Managed escalated issues, enhancing customer experiences through timely and effective resolutions. (Executive Office/Deceased Borrower accounts/ Banker Services)
  • Performed escrow analysis and processed various work orders, maintaining compliance and precision.

Office Manager /Dental Front Office Receptionist

Protection Plus Dental
Avondale , AZ
07.2010 - 05.2013
  • Recruited, trained, and managed staff, improving team efficiency and customer service.
  • Generated daily performance and financial reports to track office operations.
  • Managed inventory, processed insurance claims and pre-authorizations, and ensured optimal supply levels.
  • Implemented an efficient filing system, reducing record retrieval time by 50%.

Education

High School Diploma -

WestView High School
Avondale, AZ
05-2010

Certification

  • Notary Public (State of Arizona)

Languages

English
Professional
Spanish
Professional

Timeline

Process Manager

Santander Consumer USA
09.2021 - 08.2024

Team Leader

JPMorgan Chase
04.2019 - 08.2021

Senior Service Specialist III

JPMorgan Chase
09.2015 - 04.2019

Mortgage and Home Equity Specialist

JPMorgan Chase
05.2013 - 09.2015

Office Manager /Dental Front Office Receptionist

Protection Plus Dental
07.2010 - 05.2013
  • Notary Public (State of Arizona)

High School Diploma -

WestView High School

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Dali A Bencomo Barrera