Nanette Melendez
CORAL SPRINGS,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Loan Servicing Manager
SAFCO
09.2019 - 07.2023
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Developed strategic plans for day-to-day financial operations.
- Supported financial director with special projects and additional job duties.
- Manage a Team of 8-14 agents
- Provide feedback on account handling process.
- Email/Text customers for effective communication channels.
Quality Assurance Analyst
SAFCO
01.2015 - 09.2019
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Organized and maintained work environment to allow for maximum productivity.
- Adhered to standardized software quality assurance best practices, policies and processes.
- Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
Collections Specialist
SAFCO
07.2012 - 12.2014
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
- Used probing techniques to determine debtors' reasons for delinquency.
- Counseled debtors on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Education
No Degree - Certificate of Accounting
Lehman College of The City University of New York
The Bronx, NYGED -
Bronx Community College of The City University of New York
The Bronx, NYSkills
- Build Customer Relationships
- Excellent Team Leadership
- Collections Actions
- Continuous Improvement
- Collection Practices
- Strategic Planning
- Scheduling and Coordinating
- Job Assignments
- Overseeing Employees
- Coaching and Mentoring
- Negotiation
- Performance Tracking and Evaluations
Timeline
Loan Servicing Manager
SAFCO
09.2019 - 07.2023
Quality Assurance Analyst
SAFCO
01.2015 - 09.2019
Collections Specialist
SAFCO
07.2012 - 12.2014
No Degree - Certificate of Accounting
Lehman College of The City University of New York
GED -
Bronx Community College of The City University of New York
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