Mirtha Jackeline Frias
High Point,N.C
Summary
Charismatic, driven and ambitious professional with extensive client engagement and operations experience. Exceptional communicator with the ability to foster a positive work environment. Successful in facilitating cross-channel feedback from customers and state agencies to management and executive teams.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
2
2
Language
Work History
Communication Support Specialist I - Remote
Inovalon
Bowie, MD
02.2021 - Current
- Exceed daily goal by scheduling 25+ health plan members
- Successfully handled 3-5 multi line phone systems
- Executed tasks within time and budget constraints by increasing sales by 12%
- Collaborated with vendors to locate replacement components and resolve advanced problems
Bilingual Operations Specialist - Remote
LifeSafer Ignition Interlock
Morrisville, NC
04.2019 - 02.2021
- Develop working familiarity with state ignition interlock regulations and guidelines for state agencies
- Increased Regional Customer Satisfaction Index by 30% Compliance & Audit liaison for reporting across state authorities, vendors and clients Investigated 75+ inventory items to guarantee appropriate level of available stock
- Creatively converted business data into business strategic plans for continuous process improvement, resulting in efficiency increase 43%
- Assisted various departments with change by communicating new improvement plans and expectations.
Mortgage Loan Officer
Wells Fargo Home Mortgage
Raleigh, NC
05.2016 - 02.2019
- Compliance with S.A.F.E Mortgage Licensing Act of 2008 and all related regulations Knowledge of FNMA/FHLMC, FHA, VA & VHDA underwriting guidelines
- Collaborated with homebuyers to resolve issues involving 100+ single family homes Achieved customer-experience rating 25% higher than average
- Worked with underwriters to fix application problems and resolve stipulations
- Developed prospects for new loans by conducting [77-90] cold calls weekly.
Bilingual Fraud & Claims Operations Specialist II,III
Wells Fargo
Charlotte, NC
03.2010 - 05.2016
- Operations (ITO), and Suspected Financial Abuse Developed efficient way to logs records, or databases of information about fraudulent activity; improving overall performance by 28%
- Handled 5+ inbound calls by hour, while inspecting outbound cases
- Experience with ADCC (ATM/Debit Card Claims) Non-Fraud claims management
- Transcribed meeting minutes into digital format and stored in data repository.
- Secured information by completing database backups.
Education
High School Diploma -
Grace Dodge Vocational High School
09.1996 - 06.2001
Skills
PREVENT, Hogan, IBS, OIB, & FDRMicrosoft Office (Word, Excel, Outlook, PowerPoint, & Access) skills
Minimum of 8 years of Regulatory, Compliance, Legal, Audit, Risk Management and other relevant experience
Claims reporting systems
Foreign Currency
Timeline
Communication Support Specialist I - Remote
Inovalon
02.2021 - Current
Bilingual Operations Specialist - Remote
LifeSafer Ignition Interlock
04.2019 - 02.2021
Mortgage Loan Officer
Wells Fargo Home Mortgage
05.2016 - 02.2019
Bilingual Fraud & Claims Operations Specialist II,III
Wells Fargo
03.2010 - 05.2016
High School Diploma -
Grace Dodge Vocational High School
09.1996 - 06.2001