Diana Giraldo

Responsible for Commercial accounts in all phases of JCPenney Account Management, the life-cycle of the voucher account is the main priority of the Commercial processes of JC Penney's Commercial but not limited to the following

• In/Outbound Customer Service for the Commercial client (store and customer).
• Account Management- This includes account setup and monitoring with credit line management.
• Account Reconciliation - Includes deep complex account research with a collection of past due accounts.
• Applied updates to customer accounts by removing non-verified sales with chargebacks and reverse chargebacks when the store or customer is verified using FDR.
• Built long-lasting relationships that help maintain a trustworthy environment between client and customer.
• Handled JC Penney Corporate Complaints through in-depth research and analysis.
• Engaged and communicated with many levels of employees ranging from store associates, Corporate, and underwriting. Field Managers, etc.
• Collections and reviewing past due accounts by coding past due accounts and initiating calls of past due accounts.
• Utilized Excel to keep records of Agencies/Accounts transactions and payment history.
• Proficient in Microsoft Excel, Nitro Pro, Microsoft Word, 12R and various efficiency-driven programs.

• Answer inbound calls from customers regarding their credit card inquiries.
• Assisted monthly team meetings by recording meeting minutes.
• Assisted team performance specialist in planning team monthly meetings.
• Listen to customers' questions and concerns.
• Proficient in multiple clients JCPenney, Payment Solutions & Care Credit (PSCC).
• Floor Walker - Participated in virtual floor walking for both JCP AND BELK new hire classes.
• Help Escalated Desk with the Dispute Remediation Rotation.
• Proficient in utilizing Sherlock and reviewing call transcripts.
• New Employee Onboarding Coordinator(NEO)
• Accepted temporary position at JCP Commercial Portfolio.
• Supported Special Olympics as a Volunteer for the Disabled Network to ensure the athletes could focus on the competition.
• Facilitated an Engagement activity, creating a topic of discussion during July 2021.
• I was honored to be recognized as the VOC superstar of the month in June 2021, and always engaged in our JCP Chat.

Altamonte Springs

• Monitored daily attendance, behavior, and class activities in Excel Tracker.
• Delivered training as assigned by the training specialist.
• Served as a positive role model in all actions and behaviors by displaying Synchrony's Values.
• Assisted as a Virtual Floor Walker/Coach for the new hires class during their bridge period.

• Assisted customers with unresolved past disputes by initiating a new process to have their cases re investigated.
• Proficient in utilizing Sherlock and reviewing call transcripts.
• I assisted customers by reviewing notes in FDR and Workstation to understand why past disputes were unresolved. I then provided this information to customers to refresh their memories, as these disputes are often five to six years old.
• Empathized with customers, understanding their frustration over unresolved disputes, and worked to de-escalate certain situations.

• Trained new hires.
• Won Trainer of the Month in 2015
• Worked as a team member performing cashier duties.
• Service as the only bilingual Spanish speaker at the store.