Blair Lamadrid

• Analyze Account Health and monitor trends to drive continuous performance enhancements.
• Collect, analyze and interpret selling store performance, documentation and physical evidence associated with investigations.
• Consult with sellers to identify opportunities/issues on e-commerce platforms to develop and implement strategies geared towards delivering sustainable results that improve performance while aligning with organizational requirements.
• Establish clear objectives for lessons, units, projects and communicate objectives to new hired employees.
• Evaluated progress of individual specialist to adjust teaching strategies to meet needs.
• Implement relevant technology and varied modes of delivery to support and differentiate instruction.
• Implement positive behavior interventions and supports to promote rules and compliance in classroom.
• Instruct 8-15 students individually and in groups on Account Health subjects. Including virtual cross-training to sites outside of region. Most recently Manila, Philippines.
• Performed employee quality review on 4-6 monthly task and calls, reporting problems and defects quickly, increasing customer and stakeholder satisfaction while reducing errors.
• Resolved seller escalations using personal expertise, identifying root concern, and probing questions.
• Translate and review Spanish language documents including internal employee procedures, and internal/external emails.
• Work with site trainers and leaders to design comprehensive and individualized plans to optimize student education.

• Analyzed suspicious reports and individual transactions to recognize possible fraudulent activity.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Educated and served as counsel to fraud victims.
• Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
• Investigated cases of credit card fraud, while providing exemplary level of customer service to clients and company personnel.
• Investigated cases of credit card fraud, which involved upwards of $250,000 per case.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Home Preservation Specialist 05/2015 -04/2018

• Administered property-related budgets, reviewed financials and tracked costs.
• Analyzed and evaluated monthly and quarterly financial statements.
• Certified instructor and trainer for new hired class of 12-23 employees.
• Discussed legal aspects of mortgage loan to borrower, including payment terms and clauses.
• Managed delinquency and forbearance accounts; developed forbearance plans with customers and provided options at end of delinquency period.
• Notified borrowers in all phases of loan application, approval, and closing processes.
• Partnered with colleagues and managers to investigate and resolve complex issues. Updated financial documents (taxes, paystubs, income information, modification documents, utility statements).
• Worked closely with clients to facilitate appropriate loans, inspections and credit reports.

Team Lead 01/2014 - 05/2015

• Coached and mentored team members in techniques necessary to complete job tasks.
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
• Evaluated team performance and coordinated metrics to leadership team members.
• Partnered with leadership in business development while supervising 23-30 staff members.

Phone Banker 01/2023 - 01/2014

• Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
• Handled over 120-200 daily incoming telephone calls, emails and chat requests.
• Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
• Responded to routine and complex customer inquiries regarding consumer products and services, delivering exceptional service and experience. Verified account information and provided services modification advisory to clients, while responding to client questions and concerns to maintain conformity to exceptional customer service standards.