Sherie Montoya
Tulsa,OK
Summary
Knowledgeable Peer Mentor skilled at assisting employees with learning tasks, improving performance and maximizing productivity. Top-notch planner, organizer and problem-solver. While proactively identifying my areas of opportunities to make positive business impacts.
Overview
9
9
years of professional experience
Work History
Peer Mentor
Ally Financial Inc.
02.2023 - Current
- Shared resources, opportunities, and activities to support mentee's learning and development.
- Established trusting relationship with mentee by maintaining professionalism and honoring confidentiality.
- Facilitated peer-to-peer conversations to support open communication among mentees.
- Provide best practices and coach agents who are bottom performers in Roll blocker, 2-4 CSG, 2-4 EPD, and Pre-Charge off.
- Facilitate training sessions with agents.
- Monitor agents calls and provide feedback.
- Enhance my skills on becoming a better leader.
- Active member of the Career Pathing Pillar to help develop remote site.
- “I’m an Ally Award” winner Q4, 2023. Two-time nominee for “I’m an Ally Award”.
- Help with developing an agent to become a peer mentor.
Customer Solutions Representative
Ally Financial Inc.
08.2020 - 02.2023
- Contact customers to determine reason for payment delinquency and negotiate payment commitment
- Effectively managed a high volume of inbound and outbound customer calls
- Confirm and/or negotiate payment arrangements; research any discrepancies
- Uses computerized system for tracking, information gathering, and/or troubleshooting
- Evaluate accounts to find a win/win solution to avoid repossession loss
- Responds with accurate information pertinent to the caller's questions using professionalism and integrity
- Adhere to all state and federal laws in the handling of accounts
- Assist peers on the team when asking questions with accurate information
- Super Hero Winner Elite Quarter 3 2022.
Debt Collector
Alltran
03.2015 - 08.2020
- Worked in a high volume, fast-paced inbound and outbound call center environment
- Handled anywhere between 150 - 250 calls daily
- Assisted Borrowers over the phone via 3rd party, to resolve and negotiate repayments
- Collected on charged off credit cards
- Utilized multi system switchboard tool Accurintr to perform due diligences and skip tracing
- Followed State and FDCPA Guidelines
Education
Pre Nursing
Tulsa Community College, TULSA
12.2011
Medical Assitant - Medical Assisting
Community Care College
Tulsa, OK06-2004
High School Diploma -
Lincoln High School
San Diego, CA06.2003
Skills
- Pleasant Telephone Demeanor
- Problem Identification
- Debt Repayment Negotiation
- Call Center Processes
- Persuasive Negotiations
- Categorization and Classification
- Trace Delinquent Customers
- Updating Customer Accounts
- Predictive Dialers
- Microsoft Office
- Training and Teaching
- Collections Best Practices
- Managing Delinquent Accounts
- Crucial Conversations
Timeline
Peer Mentor
Ally Financial Inc.
02.2023 - Current
Customer Solutions Representative
Ally Financial Inc.
08.2020 - 02.2023
Debt Collector
Alltran
03.2015 - 08.2020
Pre Nursing
Tulsa Community College, TULSA
Medical Assitant - Medical Assisting
Community Care College
High School Diploma -
Lincoln High School
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