Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Marcela Montalvo

Denver,CO

Summary

Dedicated Quality Assurance Analyst with a strong track record of meeting deadlines and achieving work goals. Recognized for a robust work ethic and reliability. Valued as a collaborative team contributor, consistently offering crucial support to stakeholders. Skilled at overcoming intricate challenges to secure successful outcomes across diverse professional responsibilities.

Overview

15
15
years of professional experience

Work History

Quality Analyst

Sunrun
09.2020 - Current
  • Established the Quality Program for the Customer Experience Specialists (CXS) and Verification Calls (VC) teams, which factors into the performance measuring of 300+ agents.
  • Developed training materials, SOPs and work instructions to supplement new team member onboarding.
  • Propose and oversee contact studies to identify root causes, collaborating with leadership to delegate interactions for auditing, gathering data, and utilizing insights to propose and implement process improvements
  • Organize and lead weekly meetings with stakeholders for process updates, calibration activities or to discuss pending matters.
  • Manage competing demands such as special projects with team goals.
  • Crafted process guides for CXS and VC agents to reference while working to ensure compliance with policies and process adherence.
  • Audit front-line agent interactions for compliance and process adherence for diverse lines of business, such as: Payment Solutions, Advocacy Voice, Advocacy Digital, Service Transfer, Case Managers, Verification Calls, Sales Support Desk, and Customer Experience Specialists.
  • Consistently deliver comprehensive insights reports on a bi-weekly basis, offering stakeholders a detailed overview of team performance, highlighting key opportunities for focus and improvement, and facilitating effective communication of updates.
  • Provided backup support to manage vendors, facilitating and maintaining relationships between our organization and partners. Assisted in creating standards for vendors and monitored their productivity

Project Coordinator

Sunrun
07.2018 - 04.2020
  • Primary point of contact for 250 + customers during their onboarding journey, covering Pre-CAP to Post-PTO phases
  • Established rapport and engaged with stakeholders to build lasting professional relationships.
  • Prepared Customer Agreement Package documents for distribution by sales agents. These included disclosures and/or Home Improvement Contracts for required pre-install scope of work
  • Communicated with customers to obtain pending documents and/or signatures, especially concerning interconnections and the SGIP Incentives program
  • Ensured alignment and accuracy of the agreement, design plansets, and all requisite documentation to secure permit and interconnection approvals from utility providers.
  • Monitored project progress, identified risks and took corrective action as needed.

Enrollment Advisor

Bridgepoint Education
07.2015 - 07.2018
  • Provided prospective or new students with information about educational and career planning, university resources and academic programs.
  • Followed FERPA guidelines when assisting students with any issues
  • Maintained student record information safely secured and organized
  • Examined academic progress of students
  • Identified at-risk students and highlighted opportunities to improve their academic success
  • Developed positive work relationships and rapport with students.
  • Met or exceeded enrollment and retention goals consistently.


Customer Care

Farmers Insurance
10.2013 - 08.2015
  • Sole customer service agent for a portfolio of 1000+ customers at the insurance agency, holding a license to actively sell and adeptly utilizing it to upsell clients.
  • Generated leads and met with potential clients to explain insurance options and encourage purchases.
  • Educated clients on life, home, and auto insurance policies and procedures.
  • Cultivated strong client relationships through active listening and effective issue resolution, ensuring outstanding service delivery.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Participated in networking events and developed relationships with potential clients to increase sales.

Account Specialist

TransUnion
03.2012 - 07.2013
  • Built and maintained strong client relationships to drive business growth.
  • Supported sales and reporting for large and medium-sized accounts.
  • Oversaw the enrollment and configuration processes for new multifamily property accounts on a tenant screening website and for clients utilizing employment screening services.
  • Facilitated strategic meetings with key stakeholders to understand customer needs and develop action plans while adhering to the fair housing act guidelines.
  • Conducted training for new accounts and periodically expanded user base.
  • Assisted clients with completion of applications and paperwork.
  • Provided continuous maintenance and fostered direct communication with key stakeholders, including Vice Presidents and property owners
  • Actively attended trade shows to promote products and drive sales growth
  • Assembled and presented Business Reviews, to provide insights to our clients
  • Played a key role in the reconstruction of, at the time, TransUnion's highest revenue consumer rental screening website, providing valuable feedback to shape new platform and administrative tool requirements
  • Delivered clear dataset descriptions to clients and offered explanations on consumer credit report information.

Dispute Investigator

TransUnion
06.2009 - 01.2012
  • Investigated accuracy of credit, criminal and eviction data based on customer-initiated disputes.
  • Obtained Fair Credit Reporting Act (FCRA) Certification
  • Followed established auditing processes to meet internal and regulatory requirements.
  • Handled escalated consumer credit disputes to the credit bureau for investigation..Responded to consumer requests by providing copies of criminal/eviction records
  • Collected, analyzed and interpreted detailed criminal records.
  • Documented information and submitted detailed reports.
  • Submitted requests to Business Intelligence (BI) team when consumer data needed to be removed or updated.
  • Created and revised procedures, checklists and job aids to reduce errors.

Education

Studied Bachelor in Public Relations And Marketing -

Ashford University
San Diego, CA
01.2017

Associated of Arts Degree -

Community College of Aurora
Aurora, CO
01.2012

Skills

  • Google Sheets/Excel
  • Google Slides/PowerPoint
  • Google Docs/Word
  • Tableau
  • Salesforce
  • NICE Incontact CXOne
  • Dialpad
  • ORACLE
  • Typing - 50 Wpm & 10 key
  • Presentation
  • Time Management
  • Spanish

Languages

Spanish - fluently speak, write, and read.

Timeline

Quality Analyst

Sunrun
09.2020 - Current

Project Coordinator

Sunrun
07.2018 - 04.2020

Enrollment Advisor

Bridgepoint Education
07.2015 - 07.2018

Customer Care

Farmers Insurance
10.2013 - 08.2015

Account Specialist

TransUnion
03.2012 - 07.2013

Dispute Investigator

TransUnion
06.2009 - 01.2012

Studied Bachelor in Public Relations And Marketing -

Ashford University

Associated of Arts Degree -

Community College of Aurora

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Marcela Montalvo