Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Languages
Timeline
Generic

Priscila Cintrón Soto

Winter Haven,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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

11
11
years of professional experience

Work History

Specialist, Bilingual Account Manager

Synchrony
01.2021 - Current
  • Assisted in providing the Customer Assistance program to customers seeking assistance with their Secure and Non-Secure accounts.
  • Supported collection efforts and Repossession process for Secure accounts.
  • Followed all company policies and procedures to deliver quality work.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Improved team collaboration by assisting answering questions in the team chat.
  • Obtained 100% on VOC (Voice of Customer) survey for 3+ months in 2021.

Representative, Bilingual Collections

Synchrony
07.2019 - 12.2020
  • Responded to customer questions via telephone, e-chat regarding their accounts.
  • Negotiated with customer, securing their payments to move the account from a delinquent stage.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Handled secure and sensitive information.
  • Contributed to team goals by collecting payments and offering autopay.
  • Managed between 20 to 30 calls a day.

Application Administrator

Banco Popular of Puerto Rico
05.2017 - 11.2017
  • Increased overall system reliability through the implementation of effective backup and disaster recovery procedures.
  • Developed custom reports using various reporting tools to provide stakeholders with actionable insights into business operations.
  • Offered system and application support to internal employees.
  • Established best practices for maintaining stability across all platforms while minimizing risk during major changes.
  • Reduced downtime by effectively troubleshooting and resolving complex technical issues.
  • Collaborated with cross-functional teams to define requirements for new application features, driving successful project completion.

Administrative Assistant

Banco Popular of Puerto Rico
11.2013 - 04.2017
  • Maintained knowledge of industry best practices and evolving technologies, staying ahead of emerging quality assurance trends.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
  • Collected and analyzed data to measure effectiveness of quality control processes.
  • Recorded and organized data for report generation and analysis provided to the leadership team.
  • Documented and reported quality assurance outcome on a monthly basis for incentive payment.
  • Scored and evaluated approximately 150 cases per month.

Education

MBA - Project Management

Sistema Universitario Ana G Mendez - Universidad Del Este
Carolina, PR
12.2015

BBA - Business Administration

Sistema Universitario Ana G Mendez - Universidad Metropolitana
Cupey, PR
12.2013

Skills

    • Advanced verbal and written communication
    • Documentation And Reporting
    • Expert Problem Solving
    • Proficient in Vision, Workstation, FD, Verint
    • Teamwork and Collaboration
      • Problem-solving abilities
      • Time management abilities
      • Analytical thinking, detail oriented
      • Regulations and policies oriented

Accomplishments

  • AltaRico Values and Commitments Award Winner – July 2021 Champion Customers
  • Call Quality Silver Stars 2021 for 6 month 100% call quality
  • Call Quality Gold Stars 2021 for 9 month 100% call quality
  • VOC 100% January, February, August, September 2021
  • AltaRico Values and Commitments Award Winner – September 2021 Champion Customers

Affiliations

  • Enabled+ Network
  • Hispanic+ Network
  • Pride+ Network
  • Women's+ Network

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Specialist, Bilingual Account Manager

Synchrony
01.2021 - Current

Representative, Bilingual Collections

Synchrony
07.2019 - 12.2020

Application Administrator

Banco Popular of Puerto Rico
05.2017 - 11.2017

Administrative Assistant

Banco Popular of Puerto Rico
11.2013 - 04.2017

MBA - Project Management

Sistema Universitario Ana G Mendez - Universidad Del Este

BBA - Business Administration

Sistema Universitario Ana G Mendez - Universidad Metropolitana

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Priscila Cintrón Soto