Summary
Overview
Work History
Education
Skills
Accomplishments
Roar Awards
Timeline
Generic

Dana Reaves

SR Complaints Coordinator
North Las Vegas,NV

Summary

Experienced coordinator with strong focus on team collaboration and achieving results. Skilled in project management, communication, and problem-solving. Known for flexibility with changing needs and reliability in delivering outcomes. Prepared to make significant impact in dynamic environment.

Overview

27
27
years of professional experience

Work History

ECU Sr. Complaints Coordinator

Capital One
05.2018 - Current
  • Streamlined communication protocols between departments, enhancing collaboration and improving response times to customer inquiries.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Kept high average of performance evaluations.

Risk Coordinator

Capital One
06.2011 - 2018
  • WORK EXPERIENCE
  • Created and maintained standard operating procedures for the call center, ensuring consistent and efficient handling of customer inquiries and complaints
  • Developed and implemented performance metrics to track individual and team performance, leading to a 95% in overall customer satisfaction scores
  • Career consumer lending Retail and Credit Card services banking professional. Skilled in all aspects of loan Servicing specifically default servicing in collections. Diverse background includes effective Communication, and superior negotiation skills. Working knowledge of word, excel, Google suites and Windows 11
  • Coordinated cross-functional teams to implement performance tracking systems, boosting overall team accountability and effectiveness.
  • Strong analytical, oral, written and interpersonal communication skills which enables me to provide excellent customer service and maintain strong vendor relations. Mortgage modification experience, collections escalated complaints floor supervisor, collections back office case work, credit card and retail inbound and outbound calls.

Credit card retail services, front end dialer, and Collector 1

HSBC BANK
01.2010 - 2011
  • Executed payment processing for overdue accounts, ensuring timely updates to customer records and compliance.
  • Analyzed delinquent account trends to identify improvement areas, enhancing collection strategies for maximum recovery.
  • Resolved disputes by investigating claims thoroughly, maintaining compliance with regulatory standards throughout the process.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Counseled debtors on payment options and arranged installment agreements.

Senior collection specialist in mortgage loans, consumer lending

HSBC Bank
06.1999 - 08.2010
  • Review loans for possible workout such as modification, special forbearance and repayment to plans. Review financial worksheets and pay stubs to verify qualification for workout. Communicate best solution options to borrower for their specific hardship.
  • Collected on service loans 240 days paste due - charge off accounts, negotiate settlements, offer payment plans. Maintain goal each month.
  • Ensured compliance with Fair Debt Collection Practices Act (FDCPA) during all collection activities.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.

Education

High School Diploma -

Rialto High School
Rialto, CA

Skills

  • Collaborative teamwork
  • Effective listening
  • Constructive mindset
  • Managing call volume
  • Effective problem resolution
  • Multitasking and organization

Accomplishments

  • Supervised team of 15 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Roar Awards

Top 5% of Department

Timeline

ECU Sr. Complaints Coordinator

Capital One
05.2018 - Current

Risk Coordinator

Capital One
06.2011 - 2018

Credit card retail services, front end dialer, and Collector 1

HSBC BANK
01.2010 - 2011

Senior collection specialist in mortgage loans, consumer lending

HSBC Bank
06.1999 - 08.2010

High School Diploma -

Rialto High School
Dana ReavesSR Complaints Coordinator