Experience

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  TransUnion Credit Bureau

  • Consumer Relations Team Leader

    • Jan 2004 - Present

    Held critical responsibilities of supervising a team of 12 to 20 members on a day-to-day basis, including:• Supervised the ongoing operations of the team according to company policies and procedures, and ensured reliable, high-quality customer service.• Managed work flow to establish schedules and monitor quality, quantity, and general work standards.• Ensured compliance with applicable company, state and federal laws, and regulations.• Analyzed productivity data and provided quality assurance and feedback to team members.• Researched, analyzed, and provided solutions to resolve complex consumer issues.o Managed small-to-large team while also taking on additional tasks to achieve the company’s annual objectives. o Conducted business travel to Chicago and Pennsylvania to provide training, support, and development of new processes and procedures. o Partnered with fellow team member on monthly center-wide activities and events that boosted morale.o Identified and addressed performance issues to meet departmental standards and expectations company-wide.

  • Team Lead

    • Aug 1991 - Present

  • Supervisor Quality Assurance and Training

    • Jan 1994 - Jan 2004

    Held critical and major responsibility for developing the entire associate development team, including hiring and orientation, training and quality assurance, development of written policies and procedures, compliance, and collaborating with other TransUnion locations, as well as other business entities, to obtain best practices and implement quality guidelines.• Selected by leadership (Director) to establish the Fullerton, California, team, due to my continuous success and performance with customers and peers.

  • Fraud Special Handling Investigator

    • Jan 1992 - Jan 1994

    Collaborated with supervisor to ensure team met department standards by effectively supporting the umbrella of day-to-day operations, including training, coaching, and mentoring peers and team on procedures, guidelines, and standards, and the appropriate way to respond to a caller and resolve issues in a timely manner while also being an exceptional representative of the department and the company.• Multi-tasked in a variety of areas while supporting changing priorities and goals in ever-changing environments.

  • Special Handling Investigator

    • Aug 1991 - Jan 1992

    Handled 2,500 incoming calls per month while providing excellent customer service and also accessing each customer’s needs within a fast-paced environment. Managed several customer issues with ease while also developing practical solutions for complex issues.