VERONICA TORRES
San Dimas,CA
Summary
Dynamic professional with extensive experience at Freedom Mortgage, excelling in research analysis and compliance assurance. Proven track record in enhancing customer service management and conflict resolution, leading teams to achieve operational excellence. Skilled in writing and editing, I effectively elevate communication standards while driving performance improvements.
Overview
26
26
years of professional experience
Work History
Correspondence And Research Supervisor
Freedom Mortgage
San Dimas, CA
07.2017 - Current
- Conducted research and analysis of customer feedback to identify potential areas for improvement.
- Reviewed and approved outgoing communications, enhancing clarity and professionalism.
- Provided guidance to staff members on best practices for writing effective business letters.
- Coordinated with other departments to expedite resolution of customer issues.
- Ensured compliance with legal requirements related to the preparation of correspondence documents.
- Managed daily operations within business office, optimizing workflow and productivity.
- Analyzed data from surveys to identify areas of improvement in customer service delivery.
- Conducted performance evaluations and provided constructive feedback.
Customer Care/Collections Supervisor
Cash Call
Orange, CA
03.2016 - 07.2017
- Contacted customers about delinquent accounts via mail, telephone, or personal visits to facilitate payment.
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
- Guided customers in taking necessary actions and developing strategies for effective debt repayment.
- Addressed customer service or billing complaints by facilitating exchanges, processing refunds, or adjusting bills.
- Maintained records of customer interactions and transactions, documenting inquiries, complaints, and actions taken.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Refer unresolved customer grievances to designated departments for further investigation.
Collections Supervisor
Wells Fargo Dealer Services
Irvine, CA
07.2014 - 12.2015
- Arrange for debt repayment or establish repayment schedules, based on customers' financial situations.
- Notified customers of delinquent accounts via mail, telephone, or personal visits to facilitate timely payments.
- Advised customers on effective debt repayment strategies to enhance their financial management.
- Persuade customers to pay amounts due on credit accounts, damage claims, or nonpayable checks, or to return merchandise.
- Confer with customers by telephone or in person to determine reasons for overdue payments and to review the terms of sales, service, or credit contracts.
- Supervised office and customer service staff to ensure compliance with quality standards and deadlines, addressing and correcting errors.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Recruit, interview, and select employees.
- Interpret and communicate work procedures and company policies to staff.
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
- Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
- Make recommendations to management concerning such issues as staffing decisions or procedural changes.
- Develop or update procedures, policies, or standards.
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
Collections Supervisor
HSBC
Pomona, CA
11.1999 - 11.2013
- Assign work schedules, following work requirements, to ensure quality and timely delivery of service.
- Resolved customer complaints and addressed inquiries regarding policies and procedures to enhance customer satisfaction.
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Discussed job performance issues with employees to identify root causes and implement effective solutions.
- Trained employees on job duties and company policies, facilitating their development and ensuring compliance.
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Recruit, interview, and select employees.
- Interpret and communicate work procedures and company policies to staff.
- Make recommendations to management concerning such issues as staffing decisions or procedural changes.
Education
High School Diploma - General Education
Salinas High School
Salinas, CA06-1995
Some College (No Degree) - Business Administration And Management
University of La Verne
La Verne, CASkills
- Research analysis
- Data visualization
- Performance evaluation
- Writing and editing
- Conflict resolution
- Communication review
- Customer service
- Microsoft Office
- Call center management
- Staff training
- Research and due diligence
- Verbal and written communication
References
References available upon request.
Timeline
Correspondence And Research Supervisor
Freedom Mortgage
07.2017 - Current
Customer Care/Collections Supervisor
Cash Call
03.2016 - 07.2017
Collections Supervisor
Wells Fargo Dealer Services
07.2014 - 12.2015
Collections Supervisor
HSBC
11.1999 - 11.2013
High School Diploma - General Education
Salinas High School
Some College (No Degree) - Business Administration And Management
University of La Verne