Jada Uwadia
Lewisville,TX
Summary
Risk-focused operations professional with 6+ years of experience at Capital One managing complex auto-finance impound cases from intake through resolution. Skilled in project coordination, account investigation, document and data verification, stakeholder management, regulatory compliance, exception handling, and loss mitigation. Recognized for sound judgment, clear communication, and coordinating customers, law enforcement agencies, vendors, insurers, and internal partners to resolve time-sensitive cases while protecting Capital One’s financial interests. Beginning a B.S. in Information Technology Management at WGU and seeking to leverage frontline expertise in Risk Analytics through CFAM.
Overview
15
15
years of professional experience
Work History
Impounds Senior Coordinator
Capital One
Plano, TX
01.2022 - Current
- Coordinated cross-functional teams to streamline project workflows and enhance collaboration.
- Developed comprehensive training programs for new hires, improving onboarding efficiency and retention rates.
- Analyzed operational data to identify trends, driving strategic decision-making and resource allocation.
- Managed vendor relationships, negotiating contracts to optimize service delivery and reduce costs.
- Implemented process improvements that increased team productivity and reduced turnaround times on deliverables.
- Led initiatives to enhance compliance with regulatory requirements, ensuring alignment with industry standards.
- Enhanced team productivity by conducting regular performance reviews and providing constructive feedback.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Organized and detail-oriented with a strong work ethic.
- Skilled at working independently and collaboratively in a team environment.
- Worked effectively in fast-paced environments.
- Implemented risk management strategies to identify, assess, and mitigate potential issues.
- Analyzed project performance metrics to drive continuous improvement initiatives.
- Negotiated and managed third-party contracts related to project deliverables.
- Monitored project progress, identified risks and took corrective action as needed.
- Maintained open communication by presenting regular updates on project status to customers.
Matured Loans Specialist
Capital One
Plano, TX
10.2019 - Current
- Maintained accurate records of all financial transactions, supporting timely invoicing and payment collections from clients.
- Managed collections process to ensure timely payment and reduce outstanding balances.
- Developed and maintained relationships with clients to facilitate effective communication and resolution of disputes.
- Trained junior collections staff in industry best practices, fostering a culture of continuous improvement within the department.
- Enhanced customer relationships through professional communication and negotiation skills, resolving disputes and ensuring timely payments.
- Developed customized payment plans for financially distressed clients, assisting them in meeting their obligations while preserving business relationships.
- Negotiated settlements with delinquent account holders, securing favorable outcomes for both parties and reducing overall writeoffs.
- Maintained strong knowledge of industry trends and best practices in collections, staying current with changes to legislation or regulatory requirements affecting the field.
- Ensured compliance with all relevant regulations and industry standards pertaining to debt collection activities.
- Leveraged advanced software tools to efficiently manage large portfolios of overdue accounts, prioritizing efforts based on risk assessment and potential impact on cash flow.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services, and collection strategies.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
General Clerk II
Serco
Lawton, OK
02.2018 - 11.2018
- Processed and maintained accurate records for various administrative tasks.
- Managed incoming and outgoing correspondence to ensure timely delivery.
- Streamlined office operations by optimizing workflow processes and resource allocation.
- Supported team members with various administrative tasks, contributing to a well-functioning office environment.
- Boosted productivity with adept multitasking abilities while maintaining a high level of organization across all tasks performed simultaneously.
- Examined documents and materials, recorded changes in data and determined proper indexing or processing tasks to support office filing procedures.
- Demonstrated excellent analytical skills by reviewing reports for discrepancies and providing recommendations for improvements to management.
- Streamlined office processes by implementing efficient filing and organizational systems.
Customer Service Representative
EOS CCA
01.2014 - 07.2016
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Streamlined communication processes, improving response times to client concerns.
- Led initiatives to optimize call handling processes, reducing average resolution time significantly.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed collections process by reviewing accounts and resolving discrepancies.
- Negotiated payment plans with clients to facilitate debt recovery.
- Negotiated to collect balance in full.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
Collections Specialist
CMI Group
Carrollton, TX
11.2013 - 01.2014
- Managed delinquent accounts to achieve timely collections and minimize outstanding balances.
- Collaborated with clients to develop payment plans that improved cash flow and customer satisfaction.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Customer Service Representative
PLS Financial Services
Carrollton, TX
09.2013 - 01.2014
- Provided exceptional customer service, resolving inquiries and ensuring satisfaction.
- Maintained organized cash registers and ensured compliance with cash handling procedures.
- Implemented best practices for checkout efficiency, reducing wait times during peak hours.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Cashier/Customer Service
Wendys Inc.
Dallas, TX
10.2011 - 09.2013
- Provided exceptional customer service by efficiently taking and processing orders.
- Collaborated with team members to maintain cleanliness and organization of workstations.
- Assisted in training new crew members on operational procedures and best practices.
- Ensured compliance with food safety standards through regular equipment checks and maintenance.
- Led initiatives to optimize workflow, improving overall team productivity and service speed.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Promoted a positive work environment through effective communication and teamwork among staff members.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT2029
High School Diploma -
Newman Smith
Carrollton, TX06-2011
Skills
- Microsoft Office
- Data Entry
- Excel
- Filing
- Organizational Skills
- Gmail and Outlook
- Medical Terminology
- 50 WPM
- Negotiation
- Process improvement
- Time management
- Attention to detail
- Adaptability and flexibility
- Task prioritization
- Deadline management
- Customer Service
- Customer Satisfaction
- Leadership Development
- Discretion and confidentiality
- Project assistance
- Database management
- Project management
- Workflow management
- Risk management
- Staff training
- Strategic planning
- Multitasking and organization
Timeline
Impounds Senior Coordinator
Capital One
01.2022 - Current
Matured Loans Specialist
Capital One
10.2019 - Current
General Clerk II
Serco
02.2018 - 11.2018
Customer Service Representative
EOS CCA
01.2014 - 07.2016
Collections Specialist
CMI Group
11.2013 - 01.2014
Customer Service Representative
PLS Financial Services
09.2013 - 01.2014
Cashier/Customer Service
Wendys Inc.
10.2011 - 09.2013
Bachelor of Science - Information Technology
Western Governors University
High School Diploma -
Newman Smith