Onecima Alvarado
Arlington,TX
Overview
9
9
years of professional experience
Work History
Associate Quality Assurance Administrator
Wells Fargo Auto
Irving, TX
08.2020 - Current
- Monitor and evaluate the quality of inbound and outbound customer calls for four line of businesses.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Maintained quality assurance procedure documentation.
- Operate a Strong Risk & Control environment.
- Understanding of the risks that are present in my areas of responsibility and effectively manage those risks, including: adherence to internal policies and procedures.
- Conducted regular call reviews of process documentation to ensure accuracy and completeness.
Account Resolution Specialist
Wells Fargo Auto
Irving, TX
11.2017 - 07.2020
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Recorded and updated customer personal accounts with accurate contact information.
- Met demands of busy collections group by performing high volume of daily calls.
- Reviewed accounts to determine payment plan compliance.
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
Sr. Collection Specialist
Kohls Call Center
Dallas, TX
08.2015 - 10.2017
- Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
- Located debtors by utilizing skip tracking and other strategies.
- Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Completed skip traces on customers failing respond to collection efforts.
Education
High School Diploma -
H Grady Spruce High School
Dallas, TX05.2002
Skills
- Bilingual in English and Spanish
- Regulatory Compliance
- Written and Verbal Communication
- Analytical Problem-Solving
- Quality Assurance Experience
- 7 years of call center experience
- Excellent verbal, written and interpersonal communication skills
- Proficient with Microsoft Office, Word , and Excel
- Self- motivator and self-starter
- Ability to multitask and successfully operate in a fast paced, team environment
- Adapt well to change and successfully set and adjust priorities as needed
- Knowledge of auditing systems
- Analytical
Timeline
Associate Quality Assurance Administrator
Wells Fargo Auto
08.2020 - Current
Account Resolution Specialist
Wells Fargo Auto
11.2017 - 07.2020
Sr. Collection Specialist
Kohls Call Center
08.2015 - 10.2017
High School Diploma -
H Grady Spruce High School
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