Mindy A. Lujan
Wylie,USA
Summary
Quality-focused professional accomplished in resolving customer issues in alignment with company vision and objectives. Contribute to sustaining company success through positive relationships, process improvement, and problem resolution. Core competencies: Relationship Development | Workforce Planning | Research Data Management | Time Management Financial Reporting & Analysis | Complaint Resolution | Call Center Operations Microsoft Office (Excel, Word, PowerPoint, Access) | IEX WebEx
Experienced coordinator with strong focus on team collaboration and achieving results. Skilled in project management, communication, and problem-solving. Known for flexibility with changing needs and reliability in delivering outcomes. Prepared to make significant impact in dynamic environment.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Sr. Ops Coordinator / Financial Services
Capital One
12.2022 - Current
- Manage over 100+ account load to modify {Change in Terms} auto loans for our Military personnel SCRA benefits and the TPR {temporary payment reduction} program along with other projects and containment reports assigned by the manager
- 1.66% Defects for the year
- 98% Adherence to schedule
- Process SCRA rate changes and implement benefits
- Process TPR Modifications
- Utilize internal systems: Titan, MDAT, Tableau for reporting and to update contract terms
- Research and resolve inquiries for internal partners
- Effective communications skills with internal/external customers
- Utilize a strong attention to detail in all work
- Exercise discernment and display independent decision making skills
- Collaborate daily with peers and manager on completion of daily workload within established timeframes
Sr. Ops Coordinator / Financial Services
Capital One
10.2020 - 12.2022
- Manage 100+ customer accounts daily to ensure that the loan modification is completed by set deadlines
- Take inbound/outbound calls to assist customers with all aspects of the loan modification process TPR {Temporary Payment Reduction} program
- Maintain superior quality and customer experience results through my interactions that aid to drive business results
- Process payments, submit the TPR agreement, problem solve accounts, and set proper expectations on the process with every customer
- Demonstrate strong judgement skills, excellent communication and negotiation skills
- Provide peer feedback to managers on accounts that need correction to the TPR process
- Increase overall team morale within the department as part of being on the Financial Services Morale Committee
- Perform detailed account research to resolve any issues and educate our customers on necessary action required
- Host side-by-side trainings for new hires and info sessions for job requisitions via Zoom
- Maintain high NPS and QA scores – 98% YTD
- Prioritize and manage multiple tasks in a fast-paced environment
- Achieved “All Star” for the month of January 2022
- Recognized by the VOA {Voice of the Associate} team on process improvement submissions
Customer Experience Specialist Call Center/Chat (Auto-Navigator)
Capital One
04.2019 - 09.2020
- Answer 45-60 inbound calls with enthusiasm and chats to educate customers about our product and service, Auto Navigator
- Assist customers through the pre-qualification process
- Perform multiple tasks while navigating through various systems to resolve our customers’ questions or concerns
- Help them to feel confident in their vehicle buying experience with Capital One and to meet their financial goals
- Work with various dealerships (participating) to get the customer funded
- Demonstrate Capital One’s core competencies and vision to support our business to success
- Provided feedback and ideas through a program called Cactus to assist in driving business results and streamlining processes
Sales Supervisor/AST/Flex/Seasonal
Macy’s
10.2017 - 11.2018
- Managed daily sales results and delivered optimal customer satisfaction
- Managed 10 associates in the selling process, drove customer service results through coaching and monitoring selling behaviors; trained on product knowledge and addressed policies and procedures
- Developed merchandising and loss-prevention strategies; executed corporate programs, promotions and policies
- I collaborated with my peers using planning/execution tools to coordinate strategic merchandise moves for initiatives, seasonal changes, pricing and signing
- As the Fulfillment Captain my average percentage was 91%, which includes processing orders to meet the time committed to the customer
- Increased sales by $20k in the women’s shoes department for Q4
Account Specialist I
Texans Credit Union
10.2017 - 04.2018
- Daily reconciliation of Texans 39 ATM’s in correlation with the 3rd party vendor Loomis
- Record daily Loomis check(s): deposited or cashed along with Bonds
- Deep dive into member’s accounts that reflect on the ATM mismatched switch clearing report
- Review discrepancy of charges to a member’s account from the check card disputes report
- I ran a Daily ATM Report (DAR) from Loomis to ensure that our ATM’s are in balance with their recordings
- I pulled reports from Fiserv to complete the ATM Network Settlement for each previous business day which is another step to reconciling any out-of-balance ATM’s
Accounts Receivable (AR) / Human Resources (HR) Administration
JBI Interiors
04.2016 - 06.2017
- Tracked 50+ accounts, such as McDonald's, Starbucks, and Carl's Jr., for East and West Coast offices to identify and resolve outstanding debts
- Perform day-to-day financial transactions, including verifying, classifying, computing, posting, and recording accounts receivable data
- Prepare bills, invoices, and bank deposits
- Post customer payments to appropriate accounts
- Maintain monthly general ledgers (GLs) of AR aging report
- Set up health benefit accounts, enrolled new hires, processed changes, resolved issues, and submitted monthly premium payments for 500 employees
- Facilitated payment of invoices by sending bill reminders and contacting clients; reduced delinquency of 10 accounts that were one-year in arrears
- Reconciled past due accounts by verifying discrepancies and resolving clients' billing issues
Manager
AT&T Mobility
09.1996 - 11.2014
- Supervised a team of 15 specialists that were responsible for assisting our big business customers’ with requests or inquiries concerning products, account changes, technical support and services
- Responsible for coaching and monitoring calls for overall high levels of customer satisfaction, accountability, one call resolution and performance
- Resolved issues and contributed to the business successes
- Managed performance appraisals, and career development to help promote job advancement
- Promoted team adherence to guidelines: productivity, quality, and overall metrics
- Improved performance and reduced repeat calls by monitoring calls weekly and conducting on-the-job training as needed
- Facilitated morning meetings to share product/rate plan updates, role play, review goals/metrics, and celebrate successes
- Resolved escalated situations with government accounts in collaboration with Sales and Receivable Management teams
- Researched accounts/contracts to ensure that they were properly aligned for billing
- Developed a workflow chart on processes which kept accounts up-to-date, accurate, and reconciled
- Supported email team in responding to email requests, processed 6 batches of 500+ rate plan changes in three to five days
- Retained customer base, reduced churn by 35%, heightened customer loyalty, and increased revenue by 20%
- Scheduled vacation bids, shift trades, schedule 3 months rotation, new hire nesting schedules, and ensured coverage for All Hands On Deck
- Accomplished multiple tasks within established time frames.
Education
Business Administration
University of Phoenix
La Mirada, CASkills
- Relationship Development
- Workforce Planning
- Research Data Management
- Time Management
- Financial Reporting & Analysis
- Complaint Resolution
- Call Center Operations
- Microsoft Office (Excel, Word, PowerPoint, Access)
Accomplishments
- Developed processes, reconciliation and validating spreadsheets via Microsoft Excel.
- Customer Relations - Earned highest marks for customer satisfaction, month over month.
Training Awards
- Leading with Distinction - Virtual Management Summit
- Auto Navigator Platinum Rock Star Legendary Award
- Employee AllStar
Certification
- Six Sigma Certification: White, Yellow, and Green Belt - Quality Management System
- Real Estate License [CA Bureau of Real Estate DRE] [2008, December]
Timeline
Sr. Ops Coordinator / Financial Services
Capital One
12.2022 - Current
Sr. Ops Coordinator / Financial Services
Capital One
10.2020 - 12.2022
Customer Experience Specialist Call Center/Chat (Auto-Navigator)
Capital One
04.2019 - 09.2020
Sales Supervisor/AST/Flex/Seasonal
Macy’s
10.2017 - 11.2018
Account Specialist I
Texans Credit Union
10.2017 - 04.2018
Accounts Receivable (AR) / Human Resources (HR) Administration
JBI Interiors
04.2016 - 06.2017
Manager
AT&T Mobility
09.1996 - 11.2014
Business Administration
University of Phoenix
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