SUNNIE SANTIAGO
Indianapolis,IN
Summary
Knowledgeable [Desired Position] with proven track record in overseeing training programs and enhancing team capabilities. Leveraged effective communication and leadership skills to foster collaborative environments and drive performance improvements. Demonstrated expertise in employee development and problem-solving to ensure operational excellence.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Supervisor
Allied Solutions
Carmel, IN
03.2024 - Current
- Supervised daily operations, ensuring efficient workflow and adherence to safety protocols.
- Mentored team members, fostering skill development and enhancing overall productivity.
- Implemented process improvements, streamlining operations and reducing turnaround time.
- Conducted performance evaluations, providing feedback to drive employee growth and accountability.
Technical Trainer
Allied Solutions
Carmel
06.2022 - Current
- Designed assessment tools such as quizzes and surveys to measure effectiveness of training programs.
- Provided support during post-training implementation phases.
- Maintained accurate records of learner progress using Learning Management System.
- Created customized learning materials such as job aids and quick reference cards.
- Evaluated existing processes for potential improvements in efficiency or cost savings.
- Collaborated with subject matter experts to ensure accuracy of technical information presented during training sessions.
- Worked with stakeholders to define objectives for each training program.
- Developed and delivered technical training content utilizing a variety of methods including instructor-led, virtual, and self-paced formats.
- Implemented strategies that encouraged collaboration between teams across departments by creating a joint course for CSS Mortgage and Escrow Payment Coordinator.
- Analyzed feedback from participants in order to improve future sessions.
- Developed training for Escrow Coordinator to assist in gap with training new hires.
Client Support Services Specialist
Allied Solutions
Carmel
11.2019 - 06.2022
- Provide customer service support to financial institution clients as well as Allied CDM's for multiple products within the Client Services Division.
- Products focused in CSSC included Guaranteed Asset Protection (GAP), Mechanical Breakdown Protection (MBP), Auto Deductible Reimbursement (ADR), Vehicle Protection Plans (VPP), along with Credit Protection Services (CP).
- Work with the underwriters in MBP directly to determine or verify eligible components for repair or answer general questions on coverage on behalf of financial institutions selling MBP to its members.
- Work with programs such as iQQ, Chime, Calabrio, Amazon Connect, PIMS on daily basis.
- Work with Accounting Departments of our various lenders regarding questions on remittance questions.
Customer Research, Servicing Support
Carrington Mortgage
Westfield
03.2018 - 07.2019
- Assisted in Customer Research with various disputes.
- Tasked incoming emails to correct departments in order of importance.
- Reviewed ACH enrollment request received via mail, fax and email.
- Enrolled, activated and/or cancelled recurring payments for borrowers.
- Worked in payment reversals, missing/misapplied payments, refunds, Prior Servicer disputes.
- Reviewed and verified payment reversals and refunds requests from other divisions within the company prior to sending to upper management for final review and possible approval.
- Worked with Customer Service, Collections, and Mortgage Lending departments in reducing cost for Carrington Mortgage.
Consultant, Credit & Collections Fraud Risk Team Lead
Frontier Communications
US
01.2004 - 01.2017
- Started in Residential Collections working in Call Center in 2004.
- Moved to Large Business Collections and ISP when Frontier acquired Verizon Communications in 2010.
- Worked with Large Business and ISP accounts in reducing cost and increasing revenue for Frontier Communications.
- Moved to Fraud Risk Management team in 2012.
- Verify High Toll traffic using various Frontier systems.
- Contact Residential and Business customers to verify unusual usage on accounts.
- Receive alerts from Fraud Engineers and outside carriers to verify suspicious call activity to determine validity with customer.
- Create alerts on behalf of business customers if calls are determined to be fraudulent.
- Assist customer in acquiring necessary security documentation to prove phone system is secured.
- Place blocks in various Frontier systems on behalf of customer to protect customer and Frontier revenue.
- Review Credit requests related to possible fraudulent calls should calls generate an invoice.
- Create credit request cases to be sent to management once necessary security documentation is received from customer.
- Review completed credit requests created by team prior to sending to management for final decision.
- Issue necessary credits to accounts once credit requests are determined by management.
Education
Bachelor of Science - Business Management, Marketing in Business Management
University of Phoenix
06.2010
Skills
- Problem Solving
- Service Delivery Optimization
- Team Leadership
- Customer Support
- Cross-functional Collaboration
- Training and Development
- Time Management
Certification
- Instructional Techniques for Live and Virtual Classrooms
- Designing Instruction
Timeline
Supervisor
Allied Solutions
03.2024 - Current
Technical Trainer
Allied Solutions
06.2022 - Current
Client Support Services Specialist
Allied Solutions
11.2019 - 06.2022
Customer Research, Servicing Support
Carrington Mortgage
03.2018 - 07.2019
Consultant, Credit & Collections Fraud Risk Team Lead
Frontier Communications
01.2004 - 01.2017
Bachelor of Science - Business Management, Marketing in Business Management
University of Phoenix