Louie J. Pena
Phoenix,Arizona
Summary
Complex Authorization Specialist QUALIFICATIONS Welcome new challenges. Ability to navigate multiple computer screens Energetic and enthusiastic Excellent data-entry skills Excellent communication Professional appearance and positive attitude Team Player Self motivated Fast learner; quickly absorb and utilize new methods Takes initiative
Knowledgeable [Job Title] skilled at assisting employees with learning tasks, improving performance and maximizing productivity. Top-notch planner, organizer and problem-solver. Superb mentorship over more than [Number] years.
Overview
12
12
years of professional experience
Work History
Member Relations Representative
Matrix Medical Network
Scottsdale, Arizona
09.2014
- Responsible for promoting the benefit of and scheduling health risk assessments for the medicare advantage memberswe are contracted with to be seen by a Nurse practioner
- The assessments are designed to educate, inform and encourage patients to live a healthier lifestyle.
Senior Credit Underwriter
JP Morgan Chase
Tempe, AZ
01.2024 - Current
- Ensured compliance with lending regulations and guidelines, contributing to a well-regulated work environment.
- Streamlined internal processes by developing and implementing standardized underwriting procedures and checklists.
- Supported team members in their professional development by providing guidance on complex cases and sharing expertise.
- Upheld strict adherence to confidentiality policies when handling sensitive client information, preserving trust within the organization.
- Reduced risk exposure through diligent evaluation of applicants'' creditworthiness and recommending appropriate credit limits.
- Enhanced the efficiency of the underwriting process by implementing comprehensive risk assessment models.
- Created financial strategies to optimize portfolio performance and reduce risk.
Collections Specialist
Target card services
Tempe, AZ
03.2021 - Current
- Analyzed account histories, monitored payments, reconciled discrepancies and updated customer information in the database.
- Processed incoming payments accurately using computerized systems; verified amounts against invoices and statements before posting transactions.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
- Received payment and posted to appropriate customer accounts.
- Recorded and updated customer personal accounts with accurate contact information.
- Assisted with the development of online learning modules for remote learners.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Adapted teaching methods according to the needs of individual learners or groups.
- Recommended changes or improvements in existing training processes as needed.
- Resolved any issues raised by participants during the training session in a timely manner.
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
Car Wash Employee
Lindstroms Family Autowash
Phoenix, Arizona
01.2013 - 11.2023
- Greeted customers and provided excellent customer service.
- Cleaned rims and tires with brushes or power sprayers.
- Vacuumed interiors of vehicles including carpets, upholstery, mats, and floor areas.
- Dusted interior surfaces of automobiles including dashboards, consoles, door panels and windowsills.
Customer Service Representative
TriWest Healthcare Alliance
Phoenix, Arizona
01.2014 - 01.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Created and maintained patient medical records, ensuring accuracy and compliance with regulations.
- Processed incoming referrals for new patients, verifying insurance information and scheduling appointments accordingly.
- Coordinated and scheduled complex procedures such as surgery, tests, physicals and follow-up visits.
- Maintained a high level of customer service when interacting with patients over the phone or in person.
- Answered incoming calls from patients inquiring about their upcoming appointments or requesting changes to existing ones.
- Organized patient charts according to established protocols to ensure accurate medical records were kept on file.
- Verified insurance eligibility for each patient prior to their appointment date.
Sales Representative
Empereon Marketing
Phoenix, Arizona
01.2014 - 06.2015
- Generated new sales leads through cold calling and networking activities.
- Analyzed customer feedback to improve products and services.
- Designed and developed training materials for new employees in the organization.
- Provided feedback on employee performance based on observed results during training sessions.
Cashier
KrispyKreme
Phoenix, Arizona
08.2013 - 10.2013
- Greeted customers and answered any questions they had about the store's products and services.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
Education
Some College (No Degree) -
Phoenix College Preparatory Academy
Phoenix, AZAlhambra High School
Phoenix, Arizona05.2013
Skills
- Appointment Scheduling
- Inbound and Outbound Calling
- Call Management
- Retail Sales Customer Service
- Active Listening
- Team Development
- Conflict Resolution
- Problem-Solving Abilities
- Multi-Task Management
- Staff Training
- Payment Posting
- Account Review
- Environmental Monitoring
- Course Development
- Classroom Oversight
- Online Instruction
- Materials Preparation
- New Hire Training
- Credit analysis
- Portfolio Management
- Credit Scoring
- Debt Restructuring
- Underwriting Policies
- Credit decision making
- Credit risk mitigation
- Teamwork and Collaboration
Timeline
Senior Credit Underwriter
JP Morgan Chase
01.2024 - Current
Collections Specialist
Target card services
03.2021 - Current
Member Relations Representative
Matrix Medical Network
09.2014
Customer Service Representative
TriWest Healthcare Alliance
01.2014 - 01.2021
Sales Representative
Empereon Marketing
01.2014 - 06.2015
Cashier
KrispyKreme
08.2013 - 10.2013
Car Wash Employee
Lindstroms Family Autowash
01.2013 - 11.2023
Some College (No Degree) -
Phoenix College Preparatory Academy
Alhambra High School