Rene Selena Escarsega
Phoenix
Summary
I am a highly creative, goal oriented professional with outstanding written and verbal communication skills. Efficient in managing and executing multiple projects while adhering to aggressive deadlines. Have a strong ability to adapt to changes and work independently in a fast pace, structured environment/expert in multitasking. Excellent relationship and organizational skills. Strong work ethic combined with a commitment to align personal goals with the goals and objectives of the company.
Overview
21
21
years of professional experience
Work History
Underwriting Coordinator
American Express
05.2021 - Current
- I am responsible for effectively managing the customer journey through the commercial and consumer underwriting process
- Act in a consultative manner with internal and external American Express customers to guide the customer through the underwriting process and obtain the necessary financial information
- Responsible for communicating the outcome of the underwriting decision and providing options to the client as needed
- Demonstrate high level of accuracy and thoroughness in collecting information and the financial documents for the Underwriting process
- Ensure quality, regulatory requirements and compliance is embedded in all processes
- Handled Inbound/Outbound calls & provided Excellent Customer Service for 4 years
Outsourced Program Administrator (OPA)
American Express
04.2019 - 05.2021
- IBM client and my role is customized to fit my client(s) needs
- Responsible for providing dedicated customer related support and issue resolutions to American Express's Global and Large Market Corporate clients
- Act as a liaison for customer related issues
- Process Reinstatements
- Process Cancellations
- Process all Limit increases and temp Limit increases
- Process all address changes and card requests
- Handle delinquency files for collection
- Process all applications
- Process all Credit balance refunds
- Assisted with service levels, handled Incoming Calls and Provided Excellent Customer Service in this role for 2 years
Business Analyst
American Express
04.2009 - 08.2018
- Support Credit business unit by partnering with Senior Leaders in the execution of all projects and key initiatives
- Identify trending/gaps within the department
- Analyze & review procedural changes for accuracy, Create, write and communicate all procedural changes for the Corporate Credit Teams
- Ensure all policies and procedures are defined to maximize effectiveness, while balancing my customer and shareholders
- Built strong relationships with our Risk Partners as new strategies were launching that impacted the Credit teams as per these changes could result in informing segments of the process & procedural changes
- Monitor the Corporate Credit teams & provide coaching specifically around iCare
- Provide Quality Monitors for the Corporate Credit back end teams
- Responsible for keeping the Corporate Credit Teams up to date & informed on any changes, updates & conducting huddles to up train the department
- Communication Specialist, responsible for drafting clear and concise communications to inform Customer Care Professionals of any procedural changes
- Build and maintain relationships with key business partners across the company, actively partnering to drive strategy changes that impact procedures
- Drive results and manage multiple workstreams to completion while delivering on commitments within tight turnaround timeframes
- Currently manage challenging workloads and consistently execute with a high degree of quality
Training Coach
American Express
12.2007 - 04.2009
- Analyze & review procedural changes for accuracy, Create, write and communicate all procedural changes for the Corporate Credit Teams & Corporate Services Operations
- Assisted in assessment & delivery of on-going training needs, developed a proactive partnership with the learner while reinforcing departmental policy and procedures
- Obtain approvals for revisions on procedural documents by working closely with manager's and subject matter expert's
- Accountable for new employee's performance while they were on the job training, coaching, evaluating, and observing their use of the systems
- Monitor calls & provided feedback to new learners
- Provided assistance to the Phone Operating Team with monitoring, tracking and reporting service and staffing levels for the department, particularly Credit phone areas
- Managed, updated and reported real-time activities in the department including: Answering Phones, Monitor adherence and communicate staffing discrepancies to managers
- Handled Incoming Calls and Provided Excellent Customer as service levels warented
Customer Care Professional/Corporate Credit
American Express
09.2004 - 12.2007
- Analyze client portfolios on delinquent accounts to make credit decisions which include collection actions
- Partner with clients to manage Corporate Card program receivables, focusing on positive cash flow ensuring American Express profitability while maximizing recovery of client balances
- Focused on dunning and collection of delinquent accounts while minimizing credit losses
- Handled Inbound/Outbound calls & provided Excellent Customer Service for 3 years
- Serve as a liaison between Field Sales and the client for cash flow management and credit issues
- Mitigated risk to American Express through account analysis, profitability evaluation through strong credit decisioning, billing reconciliation and portfolio documentation
- Handle NG Check process
- Assisted as a Team/floor Coach with the training of new hires
- Monitor calls and provide feedback, assisted new learners in learning their new role as a billing specialist, responsible for developing a proactive partnership with the learner and reinforcing departmental policy and procedures
Education
Diploma -
Bostrom High School
01.1996
Skills
- Strong analytical skills with attention to detail
- Ability to create policy and strategy procedures
- Excellent verbal and written communication skills
- Ability to work independently to manage challenging projects & workloads while adhering to strict deadlines
- Strong organization and time management skills
- Strong ability to uphold a professional and confident demeanor when dealing with internal and external customers
- Proven relationship, negotiation and problem solving skills
- Strong flexibility and adaptability to manage multiple tasks
- Ability to Identify gaps and generate improvement ideas
- Experience working on projects to include multiple layers and business units
- Efficient in MS Word
- Efficient in Excel
- Efficient in MS Office
- Efficient in PowerPoint
- Efficient in Outlook
Timeline
Underwriting Coordinator
American Express
05.2021 - Current
Outsourced Program Administrator (OPA)
American Express
04.2019 - 05.2021
Business Analyst
American Express
04.2009 - 08.2018
Training Coach
American Express
12.2007 - 04.2009
Customer Care Professional/Corporate Credit
American Express
09.2004 - 12.2007
Diploma -
Bostrom High School
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