Maria Valdivia
Santa Ana,CA
Summary
Initiative-taking Quality Control Auditor with strong compliance, auditing, training, and operational support experience. Recognized for analytical thinking, cross-functional collaboration, and driving accuracy, efficiency, and regulatory adherence.
Overview
16
16
years of professional experience
Work History
Quality Control Auditor
Symple Lending
Irvine, CA
07.2024 - Current
- Lead compliance auditing of sales calls to ensure accurate disclosures and adherence to regulatory and internal standards.
- Identify performance trends and deliver targeted coaching to strengthen agent consistency and compliance.
- Oversee partner communications, escalations, and cross‑functional alignment on new procedures and compliance initiatives.
- Develop and facilitate training modules; onboard and mentor new QC team members to elevate team capability and accuracy.
- Drive calibration sessions with internal teams and servicing partners to maintain scoring consistency and quality standards.
- Manage complex backend QC requests, including complaints, call pulls, legal inquiries, and analytical reporting.
- Partner with data and operations teams on AI‑supported QC enhancements, reporting improvements, and strategic projects.
- Maintain and refine SOPs, guides, and process documentation to increase efficiency and standardization.
- Provide leadership with actionable insights, trend analysis, and risk assessments to support data‑driven decision‑making.
Customer Service II
WSP
Costa Mesa, CA
12.2023 - 07.2024
- Resolved customer account issues and escalated complex matters as needed.
- Addressed complaints by identifying root causes and providing timely resolutions.
- Collaborated with multiple departments to resolve complex customer concerns.
- Supported team members with difficult calls and implemented effective service processes.
- De-escalated customer interactions while maintaining professional communication.
- Explained billing procedures, processed payments, and assisted with payment setup.
LOAN COORDINATOR
National Auto Loan Network
Tustin
09.2022 - 11.2023
- Served as direct point of contact for customers regarding auto refinance inquiries.
- Verified payoff amounts and ensured accurate processing of payoff checks.
- Tracked check delivery and posting to confirm account payoff completion.
- Entered warranty data, processed invoices, and managed cash-out checks.
- Supported past customers with warranty cancellations and refund updates.
- Performed clerical duties as needed to support daily operations.
LEAD CUSTOMER SERVICE REPRESENTATIVE
Western Dental
Orange
01.2015 - 03.2021
- Answered calls from members, providers, and potential clients regarding benefits and billing.
- Completed account audits and resolved escalated billing and treatment concerns.
- Responded to department emails involving complaints and inquiries.
- Trained new hires and assisted with creating training materials.
- Coordinated with other departments to resolve member inquiries.
- Logged and tracked grievances through clinical and internal workflows.
- Provided eligibility information and communicated case disposition to members and providers.
CALL CENTER SALES REPRESENTATIVE/TEAM TRAINER
Western Dental, Elite
Orange
01.2012 - 01.2015
- Delivered high-quality customer experience and provided product guidance.
- Addressed scheduling and insurance questions while maximizing call conversions.
- Trained new agents in product knowledge and call management.
- Ranked in top 5% for revenue and quality performance; exceeded customer survey goals.
STUDENT AIDE
Santa Ana Unified School District
Santa Ana, CA
08.2010 - 06.2011
- Input data into computer, organized paperwork.
- Greeted guests and directed them to proper location.
- Delivered call slips, made copies, and performed other clerical duties as needed.
- Established teacher aid experience Learned the fundamentals of running a classroom.
TEACHER ASSISTANT
SAUSD, Century High School
Santa Ana
09.2009 - 06.2011
- Assisted elementary students by providing tutoring services in math and language arts.
- Insured children's safety by supervising them during recess to avoid potential accidents.
- Gained an insight perspective on essential teaching skills needed to be successful in a full-size classroom of twenty plus students.
- Accelerated students to learn their timetables within three months Created an environment of focus to achieve academic success Generated a collaborative environment to encourage individual and group success.
Education
HIGH SCHOOL DIPLOMA -
Century High School
Santa Ana, CA01.2011
Skills
Customer Service, Comunication, Sensitivity
Issue resolution, research, problem-solving
Compliance auditing & quality control
Customer focus & orientation
Organizational Leadership
Bilingual in Spanish
Timeline
Quality Control Auditor
Symple Lending
07.2024 - Current
Customer Service II
WSP
12.2023 - 07.2024
LOAN COORDINATOR
National Auto Loan Network
09.2022 - 11.2023
LEAD CUSTOMER SERVICE REPRESENTATIVE
Western Dental
01.2015 - 03.2021
CALL CENTER SALES REPRESENTATIVE/TEAM TRAINER
Western Dental, Elite
01.2012 - 01.2015
STUDENT AIDE
Santa Ana Unified School District
08.2010 - 06.2011
TEACHER ASSISTANT
SAUSD, Century High School
09.2009 - 06.2011
HIGH SCHOOL DIPLOMA -
Century High School