Demonstrated experience with Process Documentation.
Demonstrated experience with Training.
Volkswagen Credit
Investigate complex customer complaints by analyzing customer records, reviewing internal systems, listening to calls, and interviewing cross-functional teams to uncover root causes and determine whether business practices were properly followed., Independently audit complaint records to focus on uncovering root causes and resolving issues, identifying inconsistencies and process gaps, analyzing each case, and proposing clear, actionable solutions., Manage the review and update of complaint documentation monthly, ensuring accuracy and completeness while providing insightful reports to compliance leadership for continuous improvement across operations., Build and maintain strong, collaborative relationships with interdepartmental teams and business partners to ensure alignment on compliance processes, streamline communication, and support effective issue resolution across the organization., Manage and investigate legal claims, conducting comprehensive case analysis across multiple systems, establishing factual timelines, aligning with the legal department to assess procedural adherence, and crafting formal response documentation., Identify, revise, and implement updates to processes by translating complex documents into clear, actionable procedures, and proactively address documentation gaps by consolidating and streamlining fragmented resources into comprehensive, user-friendly guides., Provide targeted 1:1 and group training to accurately log and resolve complaints, offering hands-on guidance to clarify system functionality and procedural steps. Frequently called upon to lead team trainings and address knowledge gaps, ensuring consistency and accuracy in support of quarterly complaint reporting., Develop clear, step-by-step process documentation with embedded visuals to ensure consistency and eliminate ambiguity, translating complex workflows into business processes that support seamless execution across teams.
Volkswagen Credit
Bachelor of Arts
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Conducted detailed monthly quality evaluations of Customer Experience phone representatives, delivering actionable insights that enhance service consistency, compliance adherence, and overall customer satisfaction., Collaborated closely with Phone Supervisors to calibrate evaluation scoring, deliver clear and constructive feedback, and support targeted coaching initiatives that improve representative performance and elevate customer service quality., Performed quality assurance reviews of back-office team tasks, leveraging authorship of process documentation to provide constructive coaching feedback that drives team alignment and performance excellence., Analyzed call quality monitoring data to identify and recommend strategic process and workflow enhancements that improve operational efficiency and customer experience., Partnered cross-functionally with multiple departments to capture, refine, and maintain comprehensive process documentation and standard operating procedures, ensuring accuracy and accessibility.
Volkswagen Credit
Accurately processed credit data for new retail and lease applicants, ensuring seamless addition to existing contracts and maintaining data integrity to support financial operations., Created and sent new contracts for approved applicants, audited incoming contracts to be added to existing accounts, created and sent vehicle registration packets for new applicants., Created special letters that accommodate customers’ requests while staying within business guidelines. Audited letters generated by representatives for accuracy prior to sending to customers., Conducted thorough, multi-source research daily to diagnose and resolve complex customer issues, delivering timely solutions that enhance customer satisfaction and operational efficiency., Reviewed death certificates and legal documents to make system updates and verify authorized parties for deceased customers.
Volkswagen Credit
Answered inbound calls and responded to customer questions and provided solutions to any issues efficiently and professionally., Knowledgeable of company policies and procedures., Provided follow-up to the customer in a timely manner allowing for quick resolution to any issue.
