Sr Advocacy Coordinator Resume Example
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SR ADVOCACY COORDINATOR
Summary
Organized and proactive self-starter seeking new opportunities that allows use of exceptional time management, administrative and leadership skills. Results-oriented, committed individualand organizational skills to support employees and build client base.
Skills
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Experience
Sr Advocacy Coordinator Company Name | City, State | August 2019 - Current
- Kept detailed records of customer accounts, including actions taken, issues resolved and resolution.
- Research and resolve customer/regulator complaints received via letter and inbound escalated calls
- Create customer response for complaints
- Flags potential regulatory compliance violations or potential risk events.
- Identifies and provides feedback on identified trends
- Assist as a help desk Tier Two Agent, handling manager calls and escalations.
- Interfaces with designated business area contacts to research customer complains and/or system breakdowns.
- Worked TSYS level one frauds, filling replacement cards
- Worked as a Level Two Disputes representative working charge backs and pre arbitrations with Visa and Mastercard.
- Review official documents such as legal terms, vouches, policies in order to determine courses of action.
- In charge of submitting SharePoints escalations as needed to resolve customers concerns.
- Assist with any account need and highest level of escalation over the phone for Capital One U.S and overseas call centers
Spanish InterpreterCompany Name | City, State | August 2018 - July 2019
- (911 Emergency designated ) Handling over the phone English/Spanish interpretation for different industries like insurance, medical, legal,911 emergencies and others.
- Provided accurate oral and written translations and maintained confidentiality of sensitive data.
- Followed interpreter Code of Ethics and complied with all applicable work-related laws.
- Prepared and maintained interpretation translation records and logs.
- Provided accurate oral and written translations and maintained confidentiality of sensitive data.
- Followed interpreter Code of Ethics and complied with all applicable work-related laws.
- Provided strict renditions of the messages including every detail of the conversation.
- Upheld the original emotion, tone, context and content of original messages.
- Supplied thorough, accurate and ethical interpreter services for individuals with limited English speaking skills.
Sales AdvisorCompany Name | City, State | April 2018 - August 2018
- Operated from the sales floor selling new Infiniti and pre-owned vehicles.
- Established a customer base working face-to-face with a diverse society of careers, ethnicity, and tax brackets utilizing communication skills and marketing strategies.
- Consistently delivered personal performance which ranked in top three sales for the dealership.
- Attended training sessions that developed negotiation techniques that were utilized to increase closing sales ratio and to overcome objectives.
- Working alongside a financial institution determined specific qualifications of a potential customer.
- Followed by negotiating financial feasibilities, overcoming objectives, and closing the sale.
- Ensured maximum profitability in each transaction by up-selling finance products.
- Maximized dealership sales by meeting or exceeding monthly sales quotas.
- Completed yearly certifications on all new vehicles.
- Coordinated dealer-to-dealer trades and controlled inventory.
- Successfully sold new and pre-owned cars while providing excellent customer service.
- Answered requests and concerns with friendly and knowledgeable service.
Sprint Escalations Team LeaderCompany Name | City, State | December 2015 - March 2018
- Job responsibilities include coaching, mentoring, and ensuring customer service representatives are within the limits and standards of established client and company standards.
- Assist with the creation of call flows and guidelines.
- Assist Operations with employee development plans and provide behavioral patterns to the appropriate levels of management.
- A total of 15 agents under my direct report and have managed up to 25 on my team.
- Provide floor support and assist with escalated calls/sup calls.
- Reply to the client's emails.
- Support and lead teams, ensure the team's level of morale is high, keep the team motivated, and have a competitive attitude.
- Monitor live and recorded calls.
- One on one coaching sessions
- Issue team huddles and meetings.
- Keep my teams updated on news and headlines.
- De-escalate calls, bump up situations, escalate as needed to resolve, and ensure customer satisfaction.
Education and Training
Business and Hospitality ManagementA.P. Leto High School | 2014
Associate of Arts: Business Administration And ManagementHillsborough Community College | | City | Expected in March 2021
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School Attended
- A.P. Leto High School
- Hillsborough Community College
Job Titles Held:
- Sr Advocacy Coordinator
- Spanish Interpreter
- Sales Advisor
- Sprint Escalations Team Leader
Degrees
- Business and Hospitality Management
Associate of Arts : Business Administration And Management
