Melanie Correa
Phoenix,United States
Summary
Driven Back Office Specialist II at Upgrade, Inc. with a proven track record of maintaining 100% accuracy in customer account validation and error resolution. Recognized for exceptional training facilitation and effective communication. I excel in team collaboration and resolving complex issues, consistently surpassing performance goals and enhancing customer satisfaction.
Overview
5
5
years of professional experience
Work History
Back Office Specialist II
Upgrade, Inc.
San Francisco, CA
09.2021 - Current
- Able to maintain daily processing time frames and surpass goals set by my supervisor
- Updated/processed/corrected upwards of 100 customer accounts daily
- Became subject matter expert and trained new staff on back office procedures and best practices.
- Conducted hybrid trainings for Charge-Off accounts
- Responsible for running daily reports for both PL's and PCL's
- Maintained 100% accuracy rate in validating customer debt records while following legal guidelines and internal protocols
- Maintained high accuracy in account verification, identifying discrepancies and supporting resolution of customer disputes.
- Verified legal validity and ensured only authorized third parties had access to sensitive account information
- Responsible for pulling Upgrade and Flex Pay reports
Account Servicing Specialist
Upgrade, Inc.
San Francisco, CA
08.2020 - 09.2021
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Resolved customer complaints promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Educated customers on product features and services effectively.
- Being flexible and able to adjust to changes in tasks, priorities or work environment
Education
High School Diploma -
Copper Canyon High School
05-2019
Skills
- Team collaboration
- Attention to detail
- Effective communication
- Training facilitation
- Dependable
- Resourceful
- Time management
- Self-sufficient
Timeline
Back Office Specialist II
Upgrade, Inc.
09.2021 - Current
Account Servicing Specialist
Upgrade, Inc.
08.2020 - 09.2021
High School Diploma -
Copper Canyon High School
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