Eloisa Cruz
Sylmar,CA
Summary
I am driven by commitment to internal standards of excellence, aiming to surpass expectations and achieve all established goals. I seek a position within a reputable professional business establishment where I can utilize my skills and expertise. My goal is to contribute meaningfully to the company's growth and success. With a focus on continuous improvement and a passion for achieving excellence,
Overview
9
9
years of professional experience
Work History
Assistant Manager
TOP Premium Finance
11.2023 - Current
- Lead operations for processing, servicing, and collections teams, ensuring 100% compliance with company policies and service level agreements (SLAs)
- Successfully oversee month-end operations, consistently achieving $8M in funding, with a strategic push to exceed $10M, driving revenue growth and operational efficiency
- Implemented cross-training programs, resulting in a 70% improvement in team versatility and 30% reduction in operational delays
- Collaborate with leadership and departments to execute RSM audits, improving recordkeeping accuracy by resulting in no findings or recommendations with execution of 100%
- Developed and optimized workflows that led to a 10% increase in operational efficiency
- Foster strong relationships with both internal teams and external stakeholders, promoting seamless communication and process improvements
- Resolve complex escalations and ensure timely resolution of issues, maintaining high customer satisfaction and operational stability
Processing Team Lead
TOP Premium Finance
05.2021 - 05.2023
- Managed team workflow, ensuring the timely and accurate processing of over 200 loans monthly, with zero compliance issues
- Spearheaded cross-training initiatives, enabling team members to perform multiple functions and increase overall efficiency
- Conducted quality control on daily tasks, checking account, ensuring 100% compliance with internal guidelines and regulatory standards
- Regularly reviewed departmental reports, identifying and resolving discrepancies in unearned premiums and commissions, ensuring financial integrity
- Developed and delivered training on updated processing procedures, ensuring a 100% adoption rate among team members
Servicing Team Lead
TOP Premium Finance
08.2016 - 05.2021
- Oversaw daily servicing and payment processing operations, ensuring accuracy and timely completion of over 100 accounts per day
- Led a team of 10 in cross-training activities, enabling enhanced task flexibility and meeting operational deadlines consistently
- Managed complex escalations, resolving issues with a 100% customer satisfaction rate
- Conducted quality control on accounting processes, ensuring 100% compliance with internal policies
- Maintained and fostered relationships with internal and external stakeholders, driving collaboration and achieving business goals
Education
High School Diploma -
Garfield High School
Los Angeles, CASkills
- MS Office Suite
- Webex
- Contact Center software
- Symitar
- Workflow Optimization
- Team Leadership & Development
- Cross-Training & Mentoring
- Auditing & Compliance
- Customer Relations
- Process Improvement
- Problem-solving
- Work Planning and Prioritization
Languages
Spanish
Native or Bilingual
Timeline
Assistant Manager
TOP Premium Finance
11.2023 - Current
Processing Team Lead
TOP Premium Finance
05.2021 - 05.2023
Servicing Team Lead
TOP Premium Finance
08.2016 - 05.2021
High School Diploma -
Garfield High School
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