Experience

National Debt Relief, LLC

• United States
• Financial Services
• 700 & Above Employee

• CS Creditor Escalations Agent II

  • Aug 2023 - Present

  New York City Metropolitan Area • Liaise with clients and legal team to gather legal documentation for approval and payment of accounts • Assist Team Lead in handling inquiries from agents as well as escalated client calls • Maintain and meet personal goals and metrics assigned as they pertain to taking and conducting inbound and outbound calls to satisfy business needs • Assist the Team Lead in running daily performance metric reports to be used in monitoring team member performance • Provide feedback and… Show more • Liaise with clients and legal team to gather legal documentation for approval and payment of accounts • Assist Team Lead in handling inquiries from agents as well as escalated client calls • Maintain and meet personal goals and metrics assigned as they pertain to taking and conducting inbound and outbound calls to satisfy business needs • Assist the Team Lead in running daily performance metric reports to be used in monitoring team member performance • Provide feedback and guidance to agents in real-time, and contribute to the agents’ continued development and growth • Step in to serve as “Acting Team Lead” for team members in the event of the Team Lead’s absence • Assist the Team Lead in coordinating weekly team meetings for continued learning and development • Assist with the training of new CE team members as well as ensure new policies are understood and are effectively implemented • Take on additional responsibilities as needed to ensure the team’s success • Exemplify the NDR’s core values on every call: Always put the client first, communicate with transparency, listen with compassion, show commitment in every interaction, accomplish more through collaboration, be accountable for every client’s success

• Client Experience Associate

  • Jun 2021 - Aug 2023

  New York City Metropolitan Area • Identify improvements and innovations in customer journeys using design thinking tools • Analyzed customer issues, pain points, competitive trends, customer research, customer communications, and customer servicing strategy • Create a comprehensive report using excel of analyzed research • Support call listening activities throughout various customer journeys and strategic company projects

• Quality Improvement Team Lead

  • May 2019 - Jun 2021

  Greater New York City Area • Served as the primary liaison between the Quality Assurance Vice President and Junior Analysts • Implemented the tracking system to manage 500+ clients for day to day tasks assigned by department managers • Conducted coaching sessions to improve analyst performance and increase productivity • Resolved approximately 100+ complaints per month • Conducted monthly and quarterly performance reviews based on analytical reports of complaints • Designed comparative analysis strategies… Show more • Served as the primary liaison between the Quality Assurance Vice President and Junior Analysts • Implemented the tracking system to manage 500+ clients for day to day tasks assigned by department managers • Conducted coaching sessions to improve analyst performance and increase productivity • Resolved approximately 100+ complaints per month • Conducted monthly and quarterly performance reviews based on analytical reports of complaints • Designed comparative analysis strategies based on client complaint and legitimacy, thus resulting in 1-2% complaint frequency reduction • Presented policy/procedure improvements • Communicated team goals and identifies areas of training or performance opportunities • Generated comprehensive and detailed reports about team performance, objectives, and deadlines

• Quality Improvement Analyst

  • Jun 2018 - May 2019

  Greater New York City Area • Audited quality assurance (QA) agents scoring based on department specified surveys • Managed tracked and resolved complaints while ensuring federal and state compliance regulations • Designs custom training programs based on scored agents calls and specified surveys • Design, gather and implement surveys aiming to address client complaints and integrate solutions • Analyzed audits based on previously reviewed QA scorings • Assisted team leads and various members of management… Show more • Audited quality assurance (QA) agents scoring based on department specified surveys • Managed tracked and resolved complaints while ensuring federal and state compliance regulations • Designs custom training programs based on scored agents calls and specified surveys • Design, gather and implement surveys aiming to address client complaints and integrate solutions • Analyzed audits based on previously reviewed QA scorings • Assisted team leads and various members of management with coaching sessions

• Creditor Escalations Customer Service Representative

  • May 2017 - Jun 2018

  Greater New York City Area • Provided phone support by communicating client hardships, reviewing client savings to determine funds necessary to complete settlements, and obtaining a settlement that will halt legal actions. • Responsible for end to end escalation management for all clients • Maintained a high level of performance including quality assurance and exceed company goals • Reviewed various legal documents and ensures the appropriate parties receive them in a timely manner • Assisted clients in… Show more • Provided phone support by communicating client hardships, reviewing client savings to determine funds necessary to complete settlements, and obtaining a settlement that will halt legal actions. • Responsible for end to end escalation management for all clients • Maintained a high level of performance including quality assurance and exceed company goals • Reviewed various legal documents and ensures the appropriate parties receive them in a timely manner • Assisted clients in effectively navigating the legal process as it relates to their debt settlement program • Maintained a high level of performance including quality assurance average of 95%, call time average and the ability to increase index ranking to exceed company goals • Calculated acceptable percentages for settlements according to guidelines set forth by the department. • Worked assigned queue of legal accounts in order to achieve goals and objectives. • Reviewed clients’ savings to determine funds necessary to complete settlements and payments of company fees. • Gathered and submitted the required documentation for approval and payment of accounts. • Transmitted and receives various e-faxes to and from enrolled clients’ creditors, collection agencies and out of state attorneys’ offices. • Responsible for various tasks assigned by direct supervisor(s)



AcceptanceNow

• Financial Services
• 700 & Above Employee

• Customer Service Representative

  • Aug 2016 - May 2017

  Brooklyn, NY • Provided customer service in respect to all customers both internally and externally • Educated customers on the rent-to-own transactions, including pricing options, features, and benefits • Networked with partnership store personnel to gain referrals and educate partnership store staff on the rental process • Reviewed expired accounts and maintain accurate records of past due to account activity to promote timely payments • Performed premier customer service in respect to all… Show more • Provided customer service in respect to all customers both internally and externally • Educated customers on the rent-to-own transactions, including pricing options, features, and benefits • Networked with partnership store personnel to gain referrals and educate partnership store staff on the rental process • Reviewed expired accounts and maintain accurate records of past due to account activity to promote timely payments • Performed premier customer service in respect to all customers both internal and external to the partnership store • Worked as a cooperative member of the partnership store team and AcceptanceNOW team in all operational aspects • Any other duties assigned by the Lead Sales Assistant • Completed customer service calls in a timely manner as assigned Show less



Borough of Manhattan Community College

• Higher Education
• 700 & Above Employee

• College Assistant

  • Feb 2014 - Jul 2016

  Borough of Manhattan Community College • Served as the key operations manager for the office • Facilitated orientation for student organization leaders every semester • Prepared, registered, and maintained documents for new and continuing student organizations • Provided informational support to incoming students and families during student orientation and registration • Collected and compiled data, performed data entry, and ran computer reports using CUNYFirst and Microsoft Office • Assisted transfer, incoming, and… Show more • Served as the key operations manager for the office • Facilitated orientation for student organization leaders every semester • Prepared, registered, and maintained documents for new and continuing student organizations • Provided informational support to incoming students and families during student orientation and registration • Collected and compiled data, performed data entry, and ran computer reports using CUNYFirst and Microsoft Office • Assisted transfer, incoming, and returning students get involved in various student clubs and volunteer opportunities • Acted as a liaison for the student between various offices including academic advisement, admissions, testing, and financial aid • Provided courteous and professional customer service to students, staff and faculty members • Taken photos at various student activity related programs, events, and workshops campus-wide • Performed exceptional customer service by providing assistance, one-to-one sessions, and pertinent collegiate information to prospective students, inquiring parents, and the BMCC community (students and faculty/staff) • Assisted transferred, incoming, and returning students get involved in various student clubs and volunteer opportunities either off-campus or on campus

• Welcome Ambassador - Office of Student Affairs

  • Jan 2014 - Feb 2014

  Greater New York City Area • Reported to various service offices such as: Admissions, Financial Aid, Bursars, Testing, and Academic Advisement. • Served Welcome Ambassadors at new student orientation, during the registration period and the first week of classes, and will assist Student Affairs administrators as needed • Performed various clerical duties as assigned by the supervisor of the designated areas



New York City Department of Consumer and Worker Protection

• United States
• Government Administration
• 200 - 300 Employee

• Mediator / Intern

  • Jan 2016 - Apr 2016

  Greater New York City Area • Communicated and developed rapport between businesses and consumers to understand and resolve conflicts • Recorded communication with businesses and consumers through ALBA system • Maintained impartially and confidentiality and maintained 20 consumer complaint cases per week



Burlington Stores, Inc.

• United States
• Retail
• 700 & Above Employee

• Loss Prevention Associate

  • Dec 2015 - Jan 2016

  Greater New York City Area • Patrolled the store and stand at assigned locations in Burlington Coat Factory Loss Prevention Uniform jacket to create a professional and demonstrative visible Security presentation to Customers and Associates • Detected and deterred individuals involved in dishonest or illicit activity in the store • Conducted routine inspections of the facility to maintain physical security and protection of the store’s assets • Monitored closed-circuit television systems and upheld and… Show more • Patrolled the store and stand at assigned locations in Burlington Coat Factory Loss Prevention Uniform jacket to create a professional and demonstrative visible Security presentation to Customers and Associates • Detected and deterred individuals involved in dishonest or illicit activity in the store • Conducted routine inspections of the facility to maintain physical security and protection of the store’s assets • Monitored closed-circuit television systems and upheld and enforced store policies • Provided record keeping of daily interactions of customers and store associates • Prepared incident reports and spoke to store management as needed pending cases • Conducted safety inspections and communicate hazards to key holder on duty • Ensured physical security by controlling access of associates and visitors • Participated in the store's Shortage Control and Safety programs • Conducted routine inspections of the facility to maintain physical security and protection of the store’s assets • Monitored closed circuit television systems while upholding and enforcing store policies • Demonstrated visible security presence to customers and store associates • Provided record keeping of daily interactions of customers and store associates • Prepared incident reports and spoke to store management as needed for pending cases Show less



U.S. Postal Inspection Service

• Law Enforcement
• 700 & Above Employee

• Intern

  • Feb 2015 - May 2015

  New York As an intern in the U.S Postal Inspection (NY Division) I, Under supervision, perform miscellaneous clerical, administrative support, research, or other work related to the operation of the agency. • Provided clerical and administrative support related to the daily functioning of the agency • Accompanied postal inspectors to federal court hearings and reviewed cases regarding criminal prosecutions • Received sensitive security clearance to complete required paperwork and… Show more As an intern in the U.S Postal Inspection (NY Division) I, Under supervision, perform miscellaneous clerical, administrative support, research, or other work related to the operation of the agency. • Provided clerical and administrative support related to the daily functioning of the agency • Accompanied postal inspectors to federal court hearings and reviewed cases regarding criminal prosecutions • Received sensitive security clearance to complete required paperwork and assignment given by the agency • Filed sorted, assisted Inspectors with evidence handling, conducting interviews and research, and developing databases. Show less



Burger King

• United States
• Restaurants
• 700 & Above Employee

• Cashier / Main Lobby Captain

  • Apr 2013 - Jun 2014

  New York, NY • Received customer orders and used operating system to simultaneously record orders and compute bill • Provided weekly inventory of food items • Managed dining room and insured safety of customers and associates • Assured a friendly and hospitable experience to all customers • Conducted general cleaning and upkeep of the lobby and property • Notified kitchen personnel of shortages or special orders • Demonstrated courteous customer service • Provided weekly inventory of… Show more • Received customer orders and used operating system to simultaneously record orders and compute bill • Provided weekly inventory of food items • Managed dining room and insured safety of customers and associates • Assured a friendly and hospitable experience to all customers • Conducted general cleaning and upkeep of the lobby and property • Notified kitchen personnel of shortages or special orders • Demonstrated courteous customer service • Provided weekly inventory of food items Show less



New York's Hotel Pennsylvania

• Hotel Maintenance Engineer

  • Jul 2010 - Aug 2010

  Greater New York City Area • Conducted room inspections and routine preventive maintenance to ensure that machines continue to run smoothly throughout the building • Ensured the overall satisfaction of customers by maintaining a clean and organized environment • Maintained a detailed record of work done • Provided additional assistance to the customers who needed something to be fixed in their room upon request • Performed other tasks as assigned by supervisor