Years of Professional Leadership experience
VICKY RUIZ
Downey,CA
Summary
Experienced Debt Collector Manager and Financial solutions leader with over 20 years of expertise supporting the Retail and Small Business Banking. Experienced managing teams ranging from 12- 60 employees in a contact center and virtual environment. Recognized as a strong coach that guides, trains, and develops key talent. Highly experienced in sales, collections, recovery, banking operations, project management, risk management and customer service. Demonstrated ability to interface with all levels of senior leaders and employees alike. Able to deliver results on competing priorities, be a self-starter, and adapt quickly. Excellent in Training and Development, Data Analytics, Operational Excellence, Risk Mitigation, Performance Metrics, Problem Solving, Risk Mitigation, Relationship Building, Leadership and Project Mangement.
Overview
25
25
Work History
C&R Team Manager II- Debt Collector Manager
Bank of America, Consumer & Small
Brea, CA
02.2018 - Current
- Responsible for leading up to 25 to 40 FTE on the bilingual outbound and proactive team
- Accountable to on-board new managers, teaching new concepts to subordinates, and fosters a strong risk culture
- Identify issues, analyze reports, and escalate concerns, discussing potential improvements or opportunities
- Leverage data to influence performance
- Also, part of the Employee Development Action Team and Ambassador for GTOU
- Diversity and Inclusion Employee Survey Results 2020 100%
- Operational Excellence Score YTD 97%
- Customer Experience YTD 98%
- Help Develop and Promote over 100 FTE
- Voice of the Customer Scores June and July 100
- Produced budget tools, educational support and referrals for clients.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
- Supervised staff of collectors, monitoring phone calls and letters.
- Researched accounts and completed due diligence to resolve collection problems.
- Successfully implemented new technologies and process automations to encourage continuous improvement.
- Worked with legal resources and recovery teams to manage default issues.
- Facilitated successful internal and external audits through sound and thorough documentation.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Conducted investigations of customer accounts and payment histories.
- Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials.
- Documented interactions in computer database and updated information.
Specialist II
Priority, Bank of America
11.2015 - 01.2018
- Followed all company policies and procedures to deliver quality work.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Researched product and issue resolution tactics to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Monitored systems in operation and quickly troubleshot errors.
- Assisted with updating technical support best practices for use by team.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Managed high levels of call flow and responded to Online Banking technical support needs.
- Configured hardware and granted system permissions to new employees.
Performer
Bank of America
Brea, CA
01.2015 - 01.2018
- Managed Escalation calls for small business customers
- Developed and assisted associates with strengths and opportunities to ensure positive performance development and growth
- Coached and Developed peers to improve on Customer Service score levels
- Provided Technical support to clients for Online Banking access and support by troubleshooting
- Customer Satisfaction Surveys 100%, Operational Excellence Score 100
Teller Operations Supervisor
CalNational Bank former Retail Consumer
Long Beach, CA
05.2005 - 02.2014
- Conducted quarterly Business Reviews with Regional Managers and Executives
- Responsible to train personnel, influenced the behavior and performance, while maintaining adherence to applicable regulatory policies and procedures
- Audited operational adherence of the banking center by Identifying and escalating operational issues
- Managed escalated issues or complaints
- Made recommendations to management regarding staffing decisions or procedural changes
- Collaborated with company officials to developed methods and procedures to increased sales, expand markets, and promote business.
Teller Coordinator
01.2008 - 01.2013
Most Valuable Player
01.2006 - 01.2013
Education
Master’s Degree - Business Administration
Universidad San Carlos de Guatemala
B.A. - Business Administration
Universidad San Carlos de Guatemala
B. A. - Business Administration and Communication
BYU
Bank of America GT&O University Ambassador / Continuing Education Completion of multiple courses (Core College, Risk, Fraud) - undefined
Skills
- Technical:
- Microsoft Office Suite, Tableau, Workday, UCRS, Synergy, Interact, Boss, ReportNet, Quick Remit
- Technical Proficiency
- Managing Operations and Efficiency
- Continuous Improvement Projects
- Operational Efficiency
- Scheduling and Coordinating
- Performance Tracking and Evaluations
- Corrective Actions
- Team Management Understanding
- Agility Drills
- Employee Coaching and Motivation
- Customer Loyalty
- Workforce Management System Software
- Negotiation and Conflict Resolution
- Business Analysis
- Process Improvement Initiatives
- Strategic Goals
- Accounts Payable and Accounts Receivable
- Administrative Support
- Behavior Identification
- Special Projects
- Increasing Awareness
- Key Performance Indicators (KPIs)
- Strength Optimization
- Program Monitoring
- Team Routing
- Team Meetings
- Job Assignments
- Strategic Vision
- Managing Delinquent Accounts
- Predictive Dialers
- Call Center Processes
- Debt Repayment Negotiation
- Skip Tracing
- Analytical and Critical Thinking
- Collection Calls
- Credit and Collections
- Financial Documentation
- Persuasion Techniques
- Client Satisfaction
- Fair Debt Collections Practices
- Training and Teaching
- Spreadsheet Tracking
- Process Improvement
- Verbal and Written Communication
- Quantitative and Qualitative Analysis
- Information Organization
- Workflow Analysis
- Data Research and Validation
- Deadline Adherence
- Root Cause Analysis
- Issue Identification
- Budgeting and Forecasting
- Analytical Thinking
- Complex Problem-Solving
- Data Processing
- Systems Analysis
- MS Excel
- Team Leadership
- System Integration Testing
- Negotiation and Resolution
- FDCPA Compliance
- Service Quality Standards
- Problem Investigations
- Communications Strategies
- Loss Mitigation
- Goals and Performance
- Quarterly Reviews
- Data Integrity
- Enterprise Resource Planning
- Strategic Financial Planning
- Interviewing Techniques
Affiliations
Bank of America Employee Network Member
Parent & Caregivers Network – Recruiting / Membership Committee Member
Women in Technology & Operations (WIT&O)/ Membership Committee Member
Leadership, Education, Advocacy and Development for Women/ Membership Committee Member
Hispanic/Latino Organization for Leadership & Advancement)/ Membership Committee Member
Disability Action Network)/ Membership Committee Member
Volunteer for Susan G. Komen
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
C&R Team Manager II- Debt Collector Manager
Bank of America, Consumer & Small
02.2018 - Current
Specialist II
Priority, Bank of America
11.2015 - 01.2018
Performer
Bank of America
01.2015 - 01.2018
Teller Coordinator
01.2008 - 01.2013
Most Valuable Player
01.2006 - 01.2013
Teller Operations Supervisor
CalNational Bank former Retail Consumer
05.2005 - 02.2014
Master’s Degree - Business Administration
Universidad San Carlos de Guatemala
B.A. - Business Administration
Universidad San Carlos de Guatemala
B. A. - Business Administration and Communication
BYU
Bank of America GT&O University Ambassador / Continuing Education Completion of multiple courses (Core College, Risk, Fraud) - undefined
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