Open To Work
Nicolle Santana
117 S Summerlin Ave,FL
Work Preference
Summary
Critical thinker and problem solver with a strong background in customer service, adept at managing high-volume calls and resolving complex inquiries. Demonstrates effective communication and organizational skills to enhance customer satisfaction and operational efficiency in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Fiserv
Maitland, Fl
05.2023 - 10.2025
- Managed high volume of incoming calls, ensuring timely and accurate support for customers.
- Handled inquiries on unauthorized charges, guiding cardholders through dispute management process.
- Assisted users who struggled with the automated activation system or needed to reset a forgotten PIN.
- Processed orders for new cards if the original was lost, stolen, or accidentally thrown away.
- Navigated multiple computer systems in remote environment to efficiently resolve client issues.
Customer Service Representative
Sharecare Inc
Orlando, Fl
01.2021 - 05.2023
- Assisted clients in obtaining medical records in high call volume environment, ensuring timely and accurate service delivery.
- Resolved pending issues related to payments and inaccurate records, enhancing customer satisfaction and maintaining service integrity.
- Processed payments for medical records, contributing to efficient financial transactions.
Sr. Resolution Specialist
Hilton Grand Vacations
Orlando, Fl
02.2014 - 11.2020
- Researched and responded to complaints, concerns, and inquiries in accordance with company policy and State/Federal regulations.
- Handled correspondence and payments with a focus on legal, ethical, and confidential standards.
- Assisted with the development of company policies and procedures in conjunction with complaint handling, collection tactics and practices.
- Received communication from owners or attorneys with concerns of misrepresentation or hardship regarding their clients.
- Performed audits on credits for loan and HOA payments and applied them accordingly.
- Searched public records to determine the legal condition of vacation property.
- Prepared warranty deed documents for owners approved to deed property back to Hilton, ensuring accuracy and compliance.
- Once warranty deeds were returned, I examined them to be sure they were executed properly and forwarded to our title department.
- Prepared settlement or mutual- release documents.
Customer Service Representative/Collector
Consumer Portfolio Services
Maitland, Fl
06.2013 - 02.2014
- Handled incoming calls about overdue loans, providing clear solutions to clients.
- Minimized delinquency rate by offering payment plans and modifications to clients' loans.
- Resolved customer inquiries, enhancing overall satisfaction and understanding.
- Processed over 150 accounts monthly, ensuring timely resolution of customer concerns.
- Assisted owners with a general understanding of the terms and conditions related to their contracts.
Loan Advisor
Drive Time
Orlando, Fl
09.2010 - 12.2012
- Offered options to resolve customer delinquency, such as payment plans or deferments/modifications on their loan.
- Assisted clients in navigating past due loans in an inbound call environment.
- Educated owners on terms and conditions of their contracts to ensure clear understanding.
- Consistently upheld quality standards as evaluated through call grading.
- Completed voluntary training courses to enhance skills and knowledge.
Collector
Wyndham Vacation Resorts
Orlando, Fl
01.2010 - 08.2010
- Responded to customer billing inquiries and processed payments efficiently.
- Investigated billing discrepancies and collaborated with departments to resolve issues.
- Operated dialer in inbound/outbound call environment to facilitate customer interactions.
Customer Service Representative
Acc Consumer Finance
Lake Mary, Fl
05.2008 - 12.2009
- Managed high volume of inbound and outbound calls, ensuring timely and effective customer support.
- Addressed customers' questions and concerns and problem- solved as needed.
- Assessed individual customer needs and developed equitable solutions that balanced company policies and customer satisfaction.
Education
Dental Assisting Certificate -
Americare School of Nursing
Orlando, Fl11-2006
Basic Studies -
Valencia Community College
Orlando, Fl05-2006
Skills
- Customer relationship management
- CRM proficiency
- Call management
- Payment processing
- RMA management
- Credit adjustments
- Quality control
- Compliance improvement
- Excel expertise
- Detail orientation
- Communication skills
- Verbal communication
- Conflict resolution
- Team collaboration
- Office proficiency
- Critical thinking
Timeline
Customer Service Representative
Fiserv
05.2023 - 10.2025
Customer Service Representative
Sharecare Inc
01.2021 - 05.2023
Sr. Resolution Specialist
Hilton Grand Vacations
02.2014 - 11.2020
Customer Service Representative/Collector
Consumer Portfolio Services
06.2013 - 02.2014
Loan Advisor
Drive Time
09.2010 - 12.2012
Collector
Wyndham Vacation Resorts
01.2010 - 08.2010
Customer Service Representative
Acc Consumer Finance
05.2008 - 12.2009
Dental Assisting Certificate -
Americare School of Nursing
Basic Studies -
Valencia Community College