Sara Pinera
Surprise,AZ
Summary
Two time presidents club winner
Overview
19
19
years of professional experience
Work History
Customer Portfolio Specialist II
Achieve/ Freedom Financial Network
02.2017 - Current
- Research, verify and manage a client’s portfolio of accounts after a client has agreed to the Consolidation Plus loan
- Update each account worked with accuracy & integrity
- Contact clients to obtain information review the portfolio and obtain authorizations for settlements
- Negotiate lowest percentage possible with Creditor when applicable
- Meet and exceed monthly goals
- Cplus Aged and Core accounts
DWA Settlement Operations Specialist
Achieve/ Freedom Financial Network
01.2017 - 01.2019
- Collaborate with Creditors to reach settlements for our Members
- Process settlements accurately and completely through to submission
- Manage queue to prioritize and complete all assigned work
- Follow-up to ensure tasks are completed in a timely manner
- Escalate situations requiring client interaction to reach a resolution
- Update account information accurately and create notations supporting those activities.
Credit Card Analyst II
Bank of America Corporation
08.2011 - 01.2016
- Manage high level of incoming customer service calls end to end including:
- Customer verification
- Account maintenance
- Credit Lending decisions, including instant customer decisions
- Analyze call volume and manage call time to service customers in a timely and precise manner, making sure quality is a top priority
- Met or exceed customer service and quality goals monthly
- Proficient with banking systems
- Credit lending authority, including reading and interpreting consumer credit reports and use sound judgment for decisions
- Credit Operations, Credit Builder Specialized Operations
Credit Card Analyst I
Bank of America Corporation
08.2009 - 08.2011
- Proactively contacted customer to assist with financial situations, including:
- Past due, closed, difficult, or inactive accounts
- Possible retention opportunities
- Possible growth opportunities
- Credit Operations, Proactive Customer Review
Collector
Bank of America Corporation
08.2006 - 08.2009
- Facilitated classes and trained new hire associates
- Effectively managed call volume and needed customer service within set guidelines
- Reviewed customer information and assessed needs per call, including dealing with difficult situations and continued to provide excellent level customer service
- Credit Operations, Collections and Recovery
Education
High School Diploma - General Studies
South Mountain High School
Phoenix, AZ01.2001
Skills
- Multi-Line Phone Skills
- Award-Winning Worker
- Customer Service Skills
- Call Center Experience
- Customer Oriented
- Credit Lending
- Teamwork
- Regulations
- Portfolio management
Timeline
Customer Portfolio Specialist II
Achieve/ Freedom Financial Network
02.2017 - Current
DWA Settlement Operations Specialist
Achieve/ Freedom Financial Network
01.2017 - 01.2019
Credit Card Analyst II
Bank of America Corporation
08.2011 - 01.2016
Credit Card Analyst I
Bank of America Corporation
08.2009 - 08.2011
Collector
Bank of America Corporation
08.2006 - 08.2009
High School Diploma - General Studies
South Mountain High School
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