Jennifer Rivera
Ruskin,FL
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
15
15
years of professional experience
Work History
Team Leader, Contact Center; Account Review
Wal-Mart
Ruskin
8 2023 - Current
- Facilitated multiple Nesting Classes for Care Ops India, in addition to organization and administrations of nesting SMEs for all Care Ops India nesting (October 2023- April 2024)
- Vet Subject Matter experts and delegate review of project related efforts
- Manage team of Senior Resolution Coordinator/Resolution Specialists, within Account Review/ ACE Queues
- Consistently reviews KB to identify and provide solution for trends and process gaps.
Resolution Coordinator III; Account Review
Wal-Mart
Ruskin, FL
10.2022 - 08.2023
- Receive incoming contacts via phone/chat/email requesting assistance with various online Pick up and Delivery Orders
- Provide excellent, professional customer service demonstrating kindness, respect and willingness to assist
- Collect, document, report abnormal and fraudulent trends to appropriate partners for review and investigation
- Adhere to current metric goals: AHT, Quality Score, ACW, Refused Contacts.
Assistant Vice President; Operations Analyst
Chase
Tampa, FL
08.2013 - 02.2020
- Create accurate, engaging and concise procedures and communications, including technical writing, instructional writing and business communications
- Quickly study complex or technical topics and be able to simplify those concepts into clear, precise requirements
- Facilitate and/or participate in functionally aligned meetings with business owners and stakeholders
- Build and Manage Excel Workflow and Sharepoint Database for functional testing users.
Loss Mitigation Operations Supervisor- Call Center Remediation
Chase
Tampa, FL
08.2011 - 08.2013
- Designing and Implementing SharePoint Databases and reporting for Senior Management
- Analyzing data from inventory reports to determine trending patterns
- Identifying process gaps between current processes and needed audit requirements
- Completing production and quality reviews of up to 20 quality control specialists.
Loss Mitigation Relationship Manager Job Coach
Chase
Tampa, FL
04.2010 - 07.2011
- Responsible for creating job aids relating to System processing and procedures, as well as workflows
- Writes procedures for Home Equity Loss Mitigation including Relationship Manager, Quality Control and Underwriting
- Conducts training for systems, workflows, new processes and procedures pertaining to modification
- Completes reporting for colleagues and senior management, that relates to account queues and active applications, and confirms regulatory guidelines are met.
HE Modification Inbound/Forbearance Follow-Up
Chase
Tampa, Kansas
06.2009 - 03.2010
- Initially Responsible for Inbound Call servicing in Loss Mitigation, primarily on Home Equity modifications, short sale and settlements
- Subject Matter Expert for forbearance follow up including both inbound servicing and outbound collection calling, payment posting, building trial mod plans and peer coaching
- Assisted in team reporting and liaison between Loss Mitigation, Forbearance, and Closing for escalated files
- Rated as Exceeds Expectations for 2009.
Education
Skills
Team Supervision
Teamwork and Collaboration
Work Planning
Team motivation
People Management
Analytical Thinking
Training
Computer experience includes proficiency in MS Word, Excel, PowerPoint, Visio, and SharePoint.
Timeline
Resolution Coordinator III; Account Review
Wal-Mart
10.2022 - 08.2023
Assistant Vice President; Operations Analyst
Chase
08.2013 - 02.2020
Loss Mitigation Operations Supervisor- Call Center Remediation
Chase
08.2011 - 08.2013
Loss Mitigation Relationship Manager Job Coach
Chase
04.2010 - 07.2011
HE Modification Inbound/Forbearance Follow-Up
Chase
06.2009 - 03.2010
Team Leader, Contact Center; Account Review
Wal-Mart
8 2023 - Current