VERONICA CORTEZ
El Paso,Texas
Summary
Customer/Client Experience Specialist ll with 15 plus years of innovated expertise in assisting customers and clients with care and support. I have several skill assets that make me well rounded in the corporate fields from Training to Security and Content Moderation. I have Senior Specialist knowledge and skills in high level and volume needed support. Ambitious, career-focused job seeker, anxious to obtain a Leadership position to help launch career while achieving company goals.
Overview
8
8
years of professional experience
Work History
Collections Account Representative
Vanderbilt Mortgage and Finance Inc.
El Paso, TX
05.2023 - 01.2024
- Used effective questioning techniques to clarify why debtors were delinquent.
- Provided financial advice to customers on budgeting techniques and money management skills to help them stay current on their obligations.
- Drafted letters outlining repayment plans; sent correspondence informing customers of their rights under state law regarding collections practices.
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Handled difficult situations involving angry debtors while maintaining professionalism.
- Spoke with customers to learn reasons for overdue payments and to review terms of credit contract.
- Inspected and evaluated collateral prior to repossession.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Maintained accurate records of customer communications and transactions.
Sales Support Agent / Content Moderator II
Teleperformance
El Paso, TX
07.2020 - 05.2023
- As a Sales Support Agent I received training in the Audit ticketing platform to assist Client Internal Sales Agents in moderation appeal work orders of Disapproved Ad Creatives or Business Accounts
- Handle daily assigned work orders by our MTA
- Multitask several Lark chats with Internal Client Sales Agents
- Trained in Business Verification
- Sensitive documentation handling
- Ability to navigate several policy resources while conducting escalating matters to our policy team
- Professional communication skills
- Assist in team chat larks for any questions from my peers
- Handle VIP Client queues
- Assist Supervisor in daily team huddle notes
- Maintain 97% QA scores currently trending 3+ weeks above passing QA
- As a Content Moderator I received training to moderate advertisments based on North America Region Policies (US/Canada) in the ADs department for a social media client
- Strong Policy knowledge
- Analytical skills for discerning different degrees of content complience
- Detail-oriented approach to reviewing sensitive content
- Ability to understand different terminology or slang
- Assist when needed in bilinguel moderation queues
- Ability to undergo high volume queues and multitask
- Reviewed up to 48-60 ad creatives per hour
- Moderate up to 1500/day hashtag video challenges for several companies in TCS Platform
- Ability to adapt and apply continues changes and update in Policies as needed per client in short notice
- Accomplishments: Promoted to Sales Support in May 2021
- Became MIT to assist Team Supervisors to overlook our teams will out of office and shadowed Team Leaders in coachings and QA.
Implementation Specialist
ADP LLC
10.2015 - 05.2016
Education
Associates in Applied Science - Criminal Justice
Everest College at Dallas
07.2009
Some College (No Degree) - Criminal Justice
Capella University
Skills
- Goal-Oriented
- Worked with low supervision
- Scheduled clients in outlook and maintained training progress
- Detail account notating
- Payment posting
- Trained company Administrators on Time Clocks
- Handled time clock troubleshooting and configuration
- Account Review
- Records Maintenance
- Business Correspondence Writing
- Collections
- Loan Origination and Underwriting
- Performance improvement techniques
- Relationship Building
- Online research
- Social media knowledge
- Quality Control Analysis
- Desktop and Laptop Computers
- Organizational Skills
- Decision-Making
- Written Communication
- Problem-Solving
- Critical Thinking
- Cultural Awareness
- Content Development
- Policy analysis
- Policy Implementation
- Research skills
- Excellent Communication
Timeline
Collections Account Representative
Vanderbilt Mortgage and Finance Inc.
05.2023 - 01.2024
Sales Support Agent / Content Moderator II
Teleperformance
07.2020 - 05.2023
Implementation Specialist
ADP LLC
10.2015 - 05.2016
Associates in Applied Science - Criminal Justice
Everest College at Dallas
Some College (No Degree) - Criminal Justice
Capella University
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