Susan Pacini
Streamwood,IL
Summary
Quality professional with strong background in collections, customer support, quality assurance, credit review, auditing and regulatory compliance. Adept at driving team collaboration, adapting to changing needs, and delivering measurable outcomes. Known for effective problem-solving, keen analytical skills, and commitment to maintaining high standards. Dependable and versatile, ensuring quality and efficiency in all tasks.
Overview
26
26
years of professional experience
Work History
Quality Specialist III
Chase
01.2020 - Current
- Audit inbound and outbound collection calls for quality control in multiple lines of businesses
- Ensure compliance with regulatory laws and company policies on collection calls
- Provide assistance and support to the team at all sites
- Exceed and meet high quality performance on audits
- Report and document all audits out of compliance
Sr. Collections Specialist/Customer Relations
Chase
01.2018 - 12.2019
- Worked in call center environment handling manual and automatically dialed outbound calls for collections.
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Determined best repayment solution for customers.
Credit Review Coordinator
Capital One Financial
01.2014 - 12.2017
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts and credit line increases.
- Monitored accounts for suspicious and/or fraudulent activity.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
Senior Operations Coordinator/Consumer Collections
Capital One Financial
01.2012 - 01.2014
- Monitored real-time collection activities for outbound dialer system in multiple sites
- Analyzed data trends and reported the metrics of the dialer outcome on a daily basis
Internet Support/Customer Service Specialist
Capital One Financial
01.1999 - 01.2012
- Audited credit card applications to prevent fraudulent accounts from opening
- Assisted customers in a hi-volume call center environment with internet support and billing concerns
Education
AS - Applied Science (Business Administration)
Harper College
Palatine, IllinoisAdvanced General Management Certificate -
Skills
- Detail-oriented organization
- Critical thinker
- Problem solver
- Effective multi-tasking
- Data analysis
- Metric tracking and reporting
- Adapts to change
- Effective communication
- Proficient in MS Office
- Conflict resolution investigation
- Efficiency in high-pressure situations
- Effective time management
- Performance metrics
- Accounts receivable management
- Customer Service
Timeline
Quality Specialist III
Chase
01.2020 - Current
Sr. Collections Specialist/Customer Relations
Chase
01.2018 - 12.2019
Credit Review Coordinator
Capital One Financial
01.2014 - 12.2017
Senior Operations Coordinator/Consumer Collections
Capital One Financial
01.2012 - 01.2014
Internet Support/Customer Service Specialist
Capital One Financial
01.1999 - 01.2012
AS - Applied Science (Business Administration)
Harper College
Advanced General Management Certificate -
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