Winona Cadiente
Jacksonville,Florida
Summary
- FINANCIAL & CUSTOMER CARE PROFESSIONAL Sales | Quality Auditing | Collections A responsible and accountable professional with over twenty years' experience providing complete Administrative, Customer Care, Quality Assurance, Sales, and Collections support to employees, management, and stakeholders. Reputation for integrity, reliability, and accountability with the attention to detail, initiative, and drive to produce results above and beyond what is expected. Core strengths include:
- Leadership & Team Building
- Training & Development
- Proven Sales Record
- Organization & Planning
- Regulatory Compliance
- Analytical Problem Solving
- Conflict resolution
- MS Office
- Collections & payment recon
- Computer Proficient
- Call Center
- Quality Assurance
Overview
19
19
years of professional experience
Work History
Licensed Customer Care Advocate
Assurance IQ
2023.08 - 2024.07
- Educated and sold Medicare plans to current and future Medicare customers
- Charged with providing quality assistance, customer service, education, and resolution to Medicare members by responding to health benefit and claim-related inquiries
- Utilized CMS to verify members information prior to enrollment in a Medicare advantage plan.
Student Proctoring Assistant (part-time)
Western Governors University (WGU)
2023.06 - 2024.02
- Proctor exam for students creating a successful test experience for the student
- Schedule exams using multiple platforms.
Senior Sales Coordinator
Dun & Bradstreet
2021.12 - 2023.06
- Supported executive team members and direct reports of Global Head of Corporate Systems & Workplace Services
- Day-to-day management, overseeing special projects and coordinating travel arrangements
- Facilitation of meetings and events (planning, coordination, presentations, take minutes)
- New hire and contractor onboarding as well as coordination of candidate interview schedules and visits.
Quality Assurance Manager
FIS (Fidelity Information Services)
2020.12 - 2021.12
- Monitored and evaluated the quality of work as measured against accuracy and productivity standards
- Documented quality issues, performance measures, and quality improvements for management review
- Performed and documented transactions in accordance with applicable federal, state, and local statutes and regulations.
Loan Document Specialist III
US Bank
2020.05 - 2020.12
- Reviewed auto contracts to ensure information was completed
- Handled file procession and worked with external/internal clients to resolve discrepancies
- Met all quality and quantity goals set by the business.
Customer Solutions Representative
Ally Financial
2018.08 - 2020.05
- Offered suitable alternatives in addition to explaining consequences of delinquency to customers in the attempt to resolve delinquency
- Worked with clients to understand their reason for delinquency and gain commitments for past due payments
- Document all accounts accurately, clearly, and concisely while adhering to all state and federal laws
- Respond to customer inquiries via telephone.
Loan Servicing Representative II
Select Portfolio Servicing (SPS)
2017.09 - 2018.08
- Accurately documented customer accounts
- Resolved account delinquency by collecting past due payments
- Communicated with borrowers on specific documentation requirements, including but not limited to: Request for Mortgage Assistance (RMA), tax information, and personal financial statements.
Accounting Manager III
GE Capital
2010.06 - 2017.09
- Managed a portfolio of over $10M that included multiple airlines companies
- Escalated customer feedback, processing delays and errors to the appropriate department
- Facilitated regular calls with client and department director for account updates
- Collected on past due invoices and resolved client-billing problems.
Senior Collector
Citibank
2005.06 - 2010.06
- Used advanced negotiation skills to resolve customer delinquency
- Achieve monthly individual and team based targeted performance goals
- Contacted past due consumer credit card holders to establish reason for delinquency and offer appropriate resolution.
Education
No Degree -
Southern Illinois University Carbondale
Carbondale, IL09.2026
Skills
- Active Learning
- Call center experience
- Data entry proficiency
- Complaint Handling
Educationlicensing
Florida Department of Financial Services: 0240-Residential Insurance License (Health)
Timeline
Licensed Customer Care Advocate
Assurance IQ
2023.08 - 2024.07
Student Proctoring Assistant (part-time)
Western Governors University (WGU)
2023.06 - 2024.02
Senior Sales Coordinator
Dun & Bradstreet
2021.12 - 2023.06
Quality Assurance Manager
FIS (Fidelity Information Services)
2020.12 - 2021.12
Loan Document Specialist III
US Bank
2020.05 - 2020.12
Customer Solutions Representative
Ally Financial
2018.08 - 2020.05
Loan Servicing Representative II
Select Portfolio Servicing (SPS)
2017.09 - 2018.08
Accounting Manager III
GE Capital
2010.06 - 2017.09
Senior Collector
Citibank
2005.06 - 2010.06
No Degree -
Southern Illinois University Carbondale
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