Virginia Cuadra
Miami
Summary
Experienced in reviewing legal documents, managing high-risk accounts, and supporting various departments with account-related inquires. I bring a strong focus on accuracy, compliance, and risk awareness, and I'm eager to apply these skills in a Consumer Loan Underwriter role to support lending decisions.
Overview
13
13
years of professional experience
Work History
Operations Support Specialist II
EdFed Credit Union
07.2024 - Current
- Conduct safe deposit box inventories related to Deceased accounts, Guardianship, and Delinquent boxes.
- Review probate dockets, certified court orders, safe deposit box lease agreements, blue cards for accuracy and consistency with internal records.
- Run monthly reports for safe deposit box billing; follow up delinquent accounts through phone calls and written correspondence to secure payment.
- Oversee the reporting and escheatment of Unclaimed Property in accordance with regulatory timelines.
- Coordinate with branch staff, family member and Diebold technician for box access and key-related matters.
- Evaluate and approve Power of Attorney within a four business days window, ensuring all legal and notarial requirements such as signatures, witness, notarization are met.
- Confirm accuracy of names and supporting affidavits prior to agent account access, notify authorized agents upon document approval and update account permissions accordingly.
- Review pertinent pages of a Trust document and ensure proper execution prior to account opening.
- Assist frontline staff with complex inquires involving Business accounts, PTA/PTSA accounts, Notary requirements, Medallion Stamp procedures and auditing of Share Certificates.
- Serve as backup to the Account Settlement team, helping oversee deceased member accounts by placing the proper account restrictions and safeguard to prevent potential fraud and ensure proper disbursement handling.
Contact Center Lead
EdFed Credit Union
07.2018 - 07.2024
- Prepared, calibrated, and monitored production levels to achieve targets.
- Demonstrated adaptability during times of change, quickly adjusting plans as needed to maintain output levels.
- Monitored and evaluated teams, identifying and targeting opportunities for improvement.
- Oversaw and tracked daily production to strategic decision making.
- Reviewed
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Educated customers about billing, payment processing and support policies and procedures.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Trained staff on operating procedures and company services.
- Conducted regular skill gap assessments for staff development purposes, creating tailored training plans that addressed individual needs effectively.
- Managed team performance for increased efficiency and improved service quality through regular coaching sessions.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Enhanced customer satisfaction by effectively resolving escalated issues and providing timely feedback.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Developed and implemented customer service policies and procedures.
- Developed comprehensive training programs for new hires, resulting in accelerated ramp-up times and higher productivity levels.
- Mentored junior team members, enabling them to excel in their roles and contribute positively to the overall success of the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed process controls and metrics for daily management of call center.
- Optimized workforce scheduling to accommodate fluctuations in call volume while maintaining high service level standards.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Created team rotations to man center effectively during peak hours.
- Gained extensive knowledge in data entry, analysis and reporting.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Answered constant flow of customer calls with minimal wait times.
Consumer Loan Underwriter
Coast 2 Coast Lenders
08.2014 - 11.2017
- Performed Lead Underwriting functions by providing timely, judicious and accurate processing of loans to U.S Federal employees nationwide.
- Reviewed and verified income, credit report and employment history to prepare loan application for Approval.
- Negotiated loan terms and conditions with customers to secure best deal.
- Mentored junior underwriters to enhance their knowledge and skills, leading to improved team performance and productivity overall.
- Provided exceptional customer service throughout the loan origination process, addressing inquiries and concerns promptly.
Customer Service Cashier
Braman BMW
06.2012 - 07.2014
- Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Maintained accurate records of customer transactions for reporting purposes.
- Streamlined the checkout process for faster service and improved customer experience.
- Processed refunds and exchanges in accordance with company policy.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
Education
Miami Dade College
High School Diploma -
Coral Gables
06.2010
Skills
- Time-Sensitive Decision-Making
- Risk Assessment and Fraud Prevention
- Document Review and Verification
- Work Prioritization
- Adaptability and Flexibility
- Employee Coaching and Development
Timeline
Operations Support Specialist II
EdFed Credit Union
07.2024 - Current
Contact Center Lead
EdFed Credit Union
07.2018 - 07.2024
Consumer Loan Underwriter
Coast 2 Coast Lenders
08.2014 - 11.2017
Customer Service Cashier
Braman BMW
06.2012 - 07.2014
Miami Dade College
High School Diploma -
Coral Gables
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