Samantha Quintero
San Antonio
Summary
Results-driven Collections and Customer Service leader with 10+ years of experience in financial services, customer experience, escalations, compliance, and call center operations. Proven success leading high-performing cross-functional teams, driving employee engagement, improving customer retention, enhancing recovery performance, and delivering measurable business results in high-volume environments. Skilled in coaching and developing employees, KPI analysis, performance management, audit readiness, compliance oversight, and process improvement initiatives that increase operational efficiency, reduce risk, and improve customer outcomes. Recognized for collaborative leadership, analytical problem-solving, and building strong team cultures that balance customer satisfaction, regulatory compliance, and organizational objectives while driving continuous improvement and operational excellence.
Overview
12
12
years of professional experience
Work History
Cross-Skill Retail and Collections Supervisor
JPMorgan Chase
San Antonio, TX
04.2022 - 05.2026
- Led a cross-functional team of 20-25 employees supporting Retail banking, Card Collections, and Recovery Collections operations in a high-volume, performance-driven environment.
- Managed daily operations through performance coaching, call monitoring, one-on-one development sessions, and employee engagement initiatives that improved team effectiveness and accountability.
- Utilized performance metrics, scorecards, and KPI reporting to identify trends, improve customer outcomes, increase collections performance, and support business objectives.
- Guided employees in handling complex customer interactions, de-escalating concerns, and identifying solutions that balanced customer needs with company objectives.
- Led onboarding and ongoing training programs for new hires, specialists, and support staff to ensure operational readiness and compliance adherence.
- Served as the compliance and reporting SME for CMO Compliance and Escalated Complaints, leveraging data analysis and operational reporting to identify process gaps, drive corrective actions, reduce risk, ensure regulatory compliance, and enhance audit readiness.
- Maintained LMOS documentation, Standard Work Instructions, and Leader Standard Workflow processes while utilizing Microsoft SharePoint to manage sensitive operational documentation, ensuring version control, secure accessibility, operational consistency, and workflow efficiency.
- Partnered with cross-functional stakeholders to resolve escalated customer concerns, strengthen team capabilities, support pilot-to-BAU initiatives, and drive operational improvements.
Collections Job Coach
JPMorgan Chase
San Antonio, TX
10.2021 - 04.2022
- Delivered targeted coaching and mentorship to collections specialists to improve negotiation techniques, customer experience, compliance adherence, and operational performance.
- Conducted side-by-side coaching sessions, quality reviews, call calibrations, and performance feedback meetings to improve consistency and quality assurance outcomes.
- Supported onboarding and development of new hires and tenured employees through individualized coaching and continuous learning initiatives.
- Partnered with leadership to identify training gaps, implement best practices, and develop learning materials that enhanced team effectiveness.
- Assisted in developing LMOS processes and Standard Work Instructions to improve workflow efficiency and accountability.
- Conducted audits and performance reviews, providing corrective coaching that strengthened compliance performance and reduced operational deficiencies.
Collections Specialist III
JPMorgan Chase
San Antonio, TX
04.2017 - 10.2021
- Managed high-volume inbound and outbound customer interactions to resolve delinquent accounts while delivering professional and customer-focused service.
- Utilized negotiation and problem-solving strategies to secure payment arrangements aligned with organizational recovery goals and customer financial circumstances.
- Assessed customer financial situations and recommended payment plans, settlements, and hardship assistance solutions to improve resolution outcomes.
- Maintained compliance with company policies, operational procedures, and regulatory requirements while managing pre-charge and post-charge collection activities.
- Accurately documented account activity, customer interactions, and resolution efforts to ensure audit readiness and data integrity.
- Demonstrated professionalism and empathy when handling escalated or sensitive customer situations in fast-paced environments.
Escalated Complaint Specialist
Conduent
San Antonio, TX
09.2014 - 04.2017
- Resolved escalated customer service and billing concerns across phone and social media channels, improving customer satisfaction and retention.
- Investigated complex customer issues, identified root causes, and collaborated with internal departments to deliver timely, compliant resolutions.
- Maintained accurate documentation and adherence to company policies while utilizing strong communication, conflict resolution, and problem-solving skills in high-volume environments.
Education
High School Diploma -
Edgewood Learning Center
San Antonio, TX05-2010
Skills
- Operations & Performance Management
- Regulatory Compliance & Risk Mitigation
- KPI Analysis & Reporting
- Leadership, Coaching & Workforce Development
- Process Improvement & Change Management
- Quality Assurance & Audit Readiness
- Customer Experience Management
- Microsoft Excel & SharePoint
- Performance Reporting & Data Analysis
- Compliance & Process Documentation
- LMOS & Standard Work Instruction Management
- Quality Monitoring & Workforce Management Tools
Accomplishments
- Successfully led a pilot team transition into BAU operations, contributing to $24.2M in net credit loss savings within two years against a five-year target of $14.5M through process improvements and workforce upskilling initiatives.
- Led the LMOS Standard Work Instruction initiative to standardize collections processes across multiple sites, developing a comprehensive workflow guide that improved negotiation effectiveness, reinforced compliance requirements, and enhanced operational consistency.
Timeline
Cross-Skill Retail and Collections Supervisor
JPMorgan Chase
04.2022 - 05.2026
Collections Job Coach
JPMorgan Chase
10.2021 - 04.2022
Collections Specialist III
JPMorgan Chase
04.2017 - 10.2021
Escalated Complaint Specialist
Conduent
09.2014 - 04.2017
High School Diploma -
Edgewood Learning Center