Organized Personal Finance Specialist who effectively identifies and resolves complex financial issues. Thrives in fast-paced and ever-changing business environments.
MS Office guru
Steward of institutional regulatory compliance
Debt and credit management
Financial planning expert
Equifax Application Engine
Excellent time management
Personal Finance Specialist IINavy Federal Credit Union － Pensacola, FL
credit counseling and administers debt management services for Navy Federal
loan payments that might otherwise have been lost due to members financial
difficulties. This includes:
member to accurately assess their financial situation and determine the level
of counseling required (educational, preventive, or remedial)
member's debt to Navy Federal and to other creditors: Assists members with
developing personal budgets
member's qualification for entry in the debt management program (DMP)
with creditors/collectors in complex or difficult situations such as cases
involving foreclosures, bankruptcies, and garnishments
members going thru financial difficulty eith credit bureau and security
payment offers to creditors, intervening and negotiating with creditors to
extend, consolidate, refinance and/or restructure credit terms and conditions
for debt repayment
on several testing groups to implement new software and platforms to improve
efficiency for the department
assists my leadership team with the research and de-escalation on member
for overtime every month to assist the department with meeting our goals
classes and workshops on personal finance management and budgeting to Navy
Federal employees as well as training to Military Command Financial Specialist
in on-going training and seminars on financial planning and education
and organizes area financial counseling roundtable meetings
CBR reporting code to reflect member's involvement in DMP to avoid additional
Mentored new hires to set an example on how
to deliver Excellent Member Service
04/2013 to 03/2014
Delinquency Control Specialist IINavy Federal credit Union － Pensacola, FL
Collected member feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to member.
Demonstrated mastery of customer service call script within specified timeframes, and inquiries.
Collected on past due Consumer loans and credit cards
Maintained up-to-date records at all times.
Developed effective relationships with all call center departments through clear communication.
Formulated and enforced Service Center policies, procedures and quality assurance measures.
03/2011 to 04/2013
TeacherMarcus Point Nursery － Pensacola, FLCombined discipline plan with effective measures and various lesson plans to increase concentration, participation, and progress student accountability. Developed interesting course plans to meet academic, intellectual and social needs of students. Routinely met with students' parents regarding in-class issues and learning interruptions to discuss solutions.
12/2005 to 11/2006
Call Center Customer Service RepCox Cable － Pensacola, FL
Contacted homeowners, apartment managers
to sell cable television services and equipment to customers to increase
Displayed and demonstrated products
using samples and catalogs, emphasizing the company's products and featuresQuoted prices and credit terms and
prepared sales contracts for orders obtained
Scheduled customer date of delivery of
products and services ordered based on the time slots available for install
and resolved problems and discrepancies related to customers accounts
soft skills and call finesse when speaking to customers
listening skills to accurately respond to inquiries and account requests and
researched, analyzed, and resolved complex and diverse account inquiries
payment for services by check, or debit/credit card
Education and Training
High School Diploma: ComputersPenscola High School － Pensacola, FL, United States
Activities and Honors
several QA awards while working as Class O Counselor 1 – 30 days
member compliments on 10/14/17, 11/21/17, and 1/04/18 showing my compassion and
empathy for their situation
Peer to Peer recognition for my performance on 5/20/16, 02/27/17, and also
empathy and Effective Listening 9/8/17 to improve my member service skills