Summary
Overview
Work History
Education
Skills
Timeline
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Diana L Mendez

Phoenix,AZ

Summary

Highly-motivated associate with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

7
7
years of professional experience

Work History

Title Servicing Specialist II

Upgrade Inc
Phoenix, AZ
03.2024 - Current
  • Communicate with third-party agencies to ensure we have a perfected title for all of our deals, or sometimes request additional information from previous lien holders.
  • Work with vendors to release titles, do state transfers, name corrections, and name deletions.
  • Created and maintained accurate records of all documents related to titles.

Auto Specialist

Upgrade Inc
Phoenix, AZ
08.2023 - 03.2024
  • Handled inbound and outbound welcome calls.
  • Developed and implemented specialized procedures for customer service operations.
  • Handled onboarding, emails, titles, and insurance claims.
  • Assisted in creating a comprehensive training program, and also trained new peers.

Online Support Specialist

Upgrade Inc
Phoenix, AZ
07.2022 - Current
  • Delivered prompt, knowledgeable solutions to address customers' loan service issues.
  • Handled routine and complex inquiries from customers via chat.
  • Set up debt payment plans based on client credit, income and assets.
  • Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.

Loan Servicing Specialist

Upgrade Inc
Phoenix, AZ
11.2021 - 07.2022
  • Delivered prompt, knowledgeable solutions to address customers' loan service issues.
  • Handled routine and complex inquiries from customers.
  • Reviewed customer accounts to determine on-time payments and loan terms compliance.

Collections Specialist

CAG Acceptance
Phoenix, AZ
07.2019 - 07.2021
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Processed payments over phone and set up recurring drafts.
  • Reviewed accounts to determine payment plan compliance.

QA Representative

Cash Time Auto Title Loans
Phoenix, AZ
07.2017 - 07.2019
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Analyzed quality assurance data to identify trends and develop and implement corrective action plans.
  • Consulted with management and personnel to educate on QA standards.

Education

High School Diploma -

Metro Tech High School
Phoenix, AZ
06.2015

Skills

  • Microsoft Windows and Office
  • Collaborative Team Player
  • Excellent communication skills
  • Bilingual (english and Spanish)
  • Chat handling experience

Timeline

Title Servicing Specialist II

Upgrade Inc
03.2024 - Current

Auto Specialist

Upgrade Inc
08.2023 - 03.2024

Online Support Specialist

Upgrade Inc
07.2022 - Current

Loan Servicing Specialist

Upgrade Inc
11.2021 - 07.2022

Collections Specialist

CAG Acceptance
07.2019 - 07.2021

QA Representative

Cash Time Auto Title Loans
07.2017 - 07.2019

High School Diploma -

Metro Tech High School

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Diana L Mendez