Monica Cole
Cincinnati,OH
Summary
Secure a position that will allow me to use my communication, customer service, and leadership skills to strengthen a team.
Results-driven professional with solid background in delivering impactful solutions. Proven track record in fostering team collaboration and adapting to changing needs. Skilled in strategic planning, project management, and client relations. Known for reliability, strong analytical abilities, and excellent communication skills.
Overview
13
13
years of professional experience
Work History
Associate
Tata Consultancy Services
09.2021 - Current
- Citi Project.
- Verified receipt of all required files to ensure underwriting reviews could be completed accurately.
- Documented and updated application notes to identify and track missing or incomplete information.
- Managed returned mail processes by contacting loan officers to confirm borrower addresses. Then, updated records and reissued documents as needed.
- Served as backup support for all underwriting-related processes, including responding to inbound calls and assisting with overflow tasks.
- USAA Project.
- Performed ongoing coaching, quality control, to provide feedback, and track performance improvements.
- Handled escalations and manager-level calls, providing resolution and de-escalation support for USAA members.
- Mentored junior associates, fostering professional growth and knowledge sharing within the team.
- Facilitated training sessions to enhance team capabilities and improve overall performance standards.
- Developed and implemented process improvements, increasing operational efficiency across departments.
SALES REPRESENTATIVE
DECYL INC.
01.2020 - 02.2020
- I went to a busy store (Target, Wal-Mart, or Best Buy) and set up a podium.
- I got the attention and stopped potential customers.
- Presented products and services.
- Set up service and payment for new customers.
- Called to follow up with those new customers for setup, installation, and to maintain a customer/client relationship.
- Kept accurate records of all sales, contacts, and time sheets.
LATE STAGE COLLECTION ADVOCATE
ALLIANCE DATA
01.2017 - 12.2019
- Contacted customers who are 5 months or more past due to obtain payments.
- Skip tracing involves finding new numbers for customers and/or family members' information to reach customers.
- Made payment arrangements.
- I took detailed notes of the call conversations to be documented.
- Stayed certified on all fair banking and fair lending laws.
- Familiar with all states' call regulations and laws.
ALS COLLECTOR2/LEAD
USBANK
07.2012 - 01.2017
- Contacted customers and provided accurate, knowledgeable, and timely default resolution options.
- Collected mortgage and equity lines of credit, and provided repayment options, methods, and alternatives.
- Handled checking account information to set up payments.
- Mentored and trained new employees on skills, policies, and procedures required to succeed in their new positions.
- Completed short sales and settlements on charged-off second mortgages and equity lines of credit from start to finish.
- Built a client-customer relationship.
Education
Bachelor of science - psychology, Spanish
Wilmington Collage
Wilmington, OHDiploma -
Batavia High School
Batavia, OH05.2009
Skills
- Customer interaction
- Decision-making
- Relationship building
- Work Planning and Prioritization
- New hire training
- Issue resolution
- MS office
- Customer service orientation
- Data entry
- Cross-functional teamwork
- Management support
- Adapting to change
- Working deadlines
- Organization
- Leadership qualities
- Project reporting
- Preparing reports
- Performance evaluations
- Multitasking and organization
- Problem-solving abilities
- Reliable and punctual
- Verbal and written communication
- Data entry and typing
- Avaya phone service/dialing systems
- Microsoft Office
Timeline
Associate
Tata Consultancy Services
09.2021 - Current
SALES REPRESENTATIVE
DECYL INC.
01.2020 - 02.2020
LATE STAGE COLLECTION ADVOCATE
ALLIANCE DATA
01.2017 - 12.2019
ALS COLLECTOR2/LEAD
USBANK
07.2012 - 01.2017
Bachelor of science - psychology, Spanish
Wilmington Collage
Diploma -
Batavia High School