Summary
Overview
Work History
Education
Skills
Volunteer Experience
Timeline
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Mayra Arellano

Royse City,TX

Summary

Seeking a position within Capital One's Quality Assurance team where I can leverage my strong attention to detail, teamwork, and communication skills to drive problem-solving, enhance team engagement, and contribution to maintaining high-quality standards. I'm eager to expand my knowledge and grow professionally within the company.

Overview

10
10
years of professional experience

Work History

Resolutions

Capital One
Plano, TX
07.2024 - Current
  • Addressed six distinct, shared email accounts to handle diverse requests and escalations.
  • Manage emails, Glia chats, calls for Billing/Dealer Nav support, Jira cases from the DSM support and Resolutions board, and handle Slack escalations.
  • Oversea DSM support tasks, including 401 error distribution, demo requests, lead loss and proactive alert reviews.
  • Worked with the Bill Run team to successfully complete all necessary changes needed to adjust prices and discounts before next month's invoices are sent.
  • Collaborate with product management teams to resolve escalated product issues.
  • Complete a variety of deactivations and subscription cancellations.
  • Assisted users with troubleshooting and problem-solving for sign-in and product challenges.
  • Work with internal and external parties to provide a quick and effective resolution to escalated Dealer Nav, DSM support, and Billing cases.

Platform Activations

Capital One
Plano, TX
07.2021 - 07.2024
  • Communicate with internal and external partners to obtain the information required to set up dealers on platform products.
  • Facilitated rapid activation through engagement with DSM/ASMs, considering dealer customer needs.
  • Coordinated several systems and logs to ensure the completion of dealers' requests.
  • Ensured products were installed accurately and functioned as expected through rigorous inspections.
  • Worked with high-level internal and external dealer points of contact to conduct dealer group installations.

Funding Specialist

Capital One Auto Fin.
Plano, TX
08.2020 - 07.2021
  • Gather and verify loan documentation.
  • Manage the shared Spanish-language inbox, and assist with voicemails.
  • Handle high inbound and outbound call volume pertaining to existing applicants.
  • Process data entry for loans.
  • Escalate onboarding concerns to the appropriate parties - ARM/RM.
  • Identify and correct any errors in loan or customer information.
  • Assist with escalated loans.

Collections Coordinator

Capital One Auto Fin.
Plano, TX
04.2018 - 08.2020
  • Partner with remote departments to ensure effective handling of account resolution.
  • Handled a high volume of inbound and outbound collection calls pertaining to the reconciliation of delinquent accounts.
  • Answer customer questions regarding problems with their accounts.
  • Record information about the financial status of customers and the status of collection efforts.
  • Perform account-level research to resolve challenging situations with friendly, but firm, strategies.
  • Delivered top-tier quality assurance performance.

Lead Teacher

Creekwood School
Little Elm, TX
01.2017 - 04.2018
  • Coordinated programs targeting improvement in physical fitness, cognitive abilities, and social skills.
  • Consulted with parents and guardians to discuss children's academic progress.
  • Support children's emotional and social development.

Lead Teacher

Nessy's Nest of Knowledge
Frisco, TX
07.2015 - 12.2016
  • Communicate with children's parents or guardians about daily activities, behaviors, and related issues.
  • Performed assessments to identify developmental stages and requirements of children.
  • Cooperated with colleagues to enhance and update preschool instructional plans.

Education

Ophthalmic Assistant -

Collin College

High School Diploma -

Mayfield High School

Skills

  • System Proficiency in:
  • Salesforce
  • Zuora
  • Foundation
  • Jira
  • Dealer Navigator, Auto Navigator
  • Dionysus
  • Aion
  • GSuite, Microsoft Office Suite
  • Effective Communication Skills
  • Rapid Change Comprehension
  • Efficient Problem-Solving
  • Conflict Resolution Skills
  • Analytical Research Experience
  • Bilingual Spanish Speaker

Volunteer Experience

Back to School Drive, Minnie's Food Pantry

Timeline

Resolutions

Capital One
07.2024 - Current

Platform Activations

Capital One
07.2021 - 07.2024

Funding Specialist

Capital One Auto Fin.
08.2020 - 07.2021

Collections Coordinator

Capital One Auto Fin.
04.2018 - 08.2020

Lead Teacher

Creekwood School
01.2017 - 04.2018

Lead Teacher

Nessy's Nest of Knowledge
07.2015 - 12.2016

Ophthalmic Assistant -

Collin College

High School Diploma -

Mayfield High School

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Mayra Arellano