Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Mariah De La Pena

Maricopa,AZ

Summary

I am a detail-oriented individual with exceptional communication and project management skills, with a proven ability to handle multiple tasks effectively in fast-paced environments. I have a proactive approach to identifying and addressing issues, focusing on optimizing processes and supporting team objectives.

I demonstrate strong analytical, communication, and teamwork skills, with a proven ability to quickly adapt to new environments. I am eager to contribute to team success and continuously develop my professional skills, bringing a positive attitude and a commitment to continuous learning and growth.

Overview

7
7
years of professional experience

Work History

Account Servicing Supervisor

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09.2022 - Current
  • Mastered process workflows and systems, provided feedback to ensure team productivity and efficiency to meet or exceed customers needs.
  • Built and maintained multiple high performing teams that met and exceeded company goals.
  • Developed and maintained up to date policies and document procedures.
  • Examined workload volumes and prioritized work efforts to meet team goals.
  • Provided one on ones, coaching's and professional development to team members to enhance their knowledge and technical acumen.
  • Adapted to an ever-changing environment while keeping business risk and customer experience at the forefront of every decision.
  • Worked with different personalities, learning styles, objectives and strengths to motivate and drive the best solutions.
  • Gained stakeholder loyalty through listening, relationship building, and professional communication skills.
  • The capacity to quickly and accurately diagnose the root cause of complex problems, particularly those related to compliance, documentation errors, or process breakdowns. This includes not only developing immediate, effective solutions to resolve the issue but also collaborating with other teams to implement preventative measures and ensure the problem does not recur.

New Accounts New Hire Training Facilitator

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07.2021 - 12.2021
  • Mentored and coached trainees on effective call handling techniques, leading to reducing average calling handing time.
  • Leveraged multimedia tools, simulations and role-playing exercises to enhance learning outcomes and retention.
  • Provided one-on-one coaching sessions and implemented new communication strategies in person and via Slack to enhance team performance.
  • Collaborated with cross-functional teams to integrate new product knowledge training, enhancing agent confidence and reducing escalations.
  • Worked closely with recruiting, Managers and Supervisors to align training programs with operation goals and address specific performance improvement areas.
  • Experience working with cross-functional teams (e.g., legal, customer service) to address compliance issues and implement changes.
  • Excellent ability to write clear, concise, and professional reports, policy documents, and internal communications.

New Accounts Specialist

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11.2020 - 07.2021
  • Provided excellent customer service to inbound and outbound calls.
  • Conducted thorough reviews of legal and financial documentation to ensure accuracy, completeness and compliance with loan processing requirements.
  • Communicated with customers and third party vendors via phone and email.
  • Maintained high quality while processing large numbers of personal consumer loan applications. Verifying and calculating customer income.
  • Demonstrated comprehensive expertise in closing and funding policies, underwriting criteria, regulatory and agency compliance, industry terminology and automated loan processing systems.
  • Exceeded production, quality and customer service goals.

Consumer Loan Specialist

OneMain Financial
05.2018 - 05.2020
  • Facilitated fast, friendly, and affordable financing solutions, building strong customer relationships. Managing the life cycle of the loan, including collections activities, complying with all laws and regulations.
  • Promoted insurance products and managed auto loan financing and refinancing, ensuring compliance with DMV regulations.
  • Successfully handled collection calls and collaborated with customers on payment plans to resolve delinquent accounts.
  • Educate customers on the terms and conditions of their loans to ensure a clear understanding.
  • Utilize credit underwriting techniques and sales tools.
  • Deliver results related to individual and branch sales goals as well as customer expectations.
  • Ability to analyze large data sets to identify trends, potential compliance issues, or discrepancies in loan and account information.
  • Strong technical skills with loan processing systems, compliance software, and back-office tools.
  • Proven track record of meticulously investigating and resolving discrepancies or errors in customer accounts and loan data.
  • Experience in performing quality checks to ensure all processes and communications meet internal and external standards.

Education

High School Diploma -

Chula Vista High School
12-2014

Skills

  • Skill enhancement programs
  • Workforce performance optimization
  • Effective time management
  • Leadership
  • Proficient in written and spoken communication
  • Proactive self-starter
  • Advanced organizational skills
  • Quality assessment expertise

Languages

English
Spanish

Timeline

Account Servicing Supervisor

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09.2022 - Current

New Accounts New Hire Training Facilitator

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07.2021 - 12.2021

New Accounts Specialist

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11.2020 - 07.2021

Consumer Loan Specialist

OneMain Financial
05.2018 - 05.2020

High School Diploma -

Chula Vista High School

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