Sharon - Data Analyst with 3 years of experience in financial services

Utilized statistical techniques and tools to interpret complex datasets and support decision making.

Written and optimized SQL queries for data extraction and database management.

Developed complex spreadsheets and models to analyze financial data.

Designed interactive dashboards for visualizing key metrics and trends.

Manage and resolve escalated customer inquiries related to credit reports, identity verification, and fraud concerns., Conduct thorough investigations into disputes, working closely with internal teams, financial institutions, and regulatory bodies., Provide clear and concise explanations of credit-related decisions to customers while ensuring compliance with data protection and financial regulations., Utilize advanced CRM and case management tools to track, document, and resolve complex cases efficiently., Identify trends in escalations and provide feedback to improve processes, policies, and customer service strategies., Train and mentor Tier 1 and Tier 2 agents on issue resolution and best practices., Maintain a deep understanding of Equifax’s products, services, and industry regulations., Work closely with compliance, risk, and fraud prevention teams to mitigate security threats and unauthorized account activities., Deliver exceptional customer experiences through professional communication and problem-solving skills.

Accurately interpret conversations between English and Spanish speakers in real-time, ensuring clarity and maintaining the original message’s intent, tone, and context., Provide consecutive and/or simultaneous interpretation over the phone or via video for various industries, including healthcare, legal, government, and customer service., Follow company protocols and ethical guidelines, ensuring confidentiality and neutrality in all interpretations., Adapt to different regional dialects and specialized terminology to facilitate effective communication., Manage call flow efficiently, providing professional and courteous assistance to all parties involved., Stay up to date with industry-specific terminology and best practices through ongoing training and professional development., Handle sensitive and complex conversations with empathy and professionalism., Accurately document interpretation sessions when required.

Contact customers via phone, email, or written communication to negotiate and facilitate debt repayment solutions., Educate customers on their account status, repayment options, and the potential consequences of non-payment while maintaining professionalism and empathy., Follow company guidelines and regulatory requirements (such as FDCPA and other local laws) to ensure ethical and legal debt collection practices., Use negotiation and problem-solving skills to establish payment arrangements that align with company policies and customers' financial situations., Maintain accurate and detailed records of customer interactions, payment agreements, and follow-up actions in the CRM system., Handle sensitive financial data with discretion and ensure compliance with data protection regulations., Work closely with internal teams, including legal and compliance departments, to escalate and resolve complex cases., Meet performance targets, including call quality, recovery rates, and customer satisfaction metrics., Continuously develop knowledge of debt collection strategies, financial regulations, and negotiation techniques through training and professional development.

Provide exceptional customer service by handling inbound and outbound calls, emails, and chat support for various clients., Assist customers with inquiries related to products, services, billing, technical support, and troubleshooting., Maintain a professional and empathetic approach while resolving customer issues efficiently., Follow company guidelines and client-specific policies to ensure accurate and effective support., Utilize CRM systems to document customer interactions, track issues, and escalate cases when necessary., Meet performance metrics such as response time, resolution rate, customer satisfaction, and quality assurance standards., Adapt to different client accounts and industries, continuously learning about new products and services., Work in a team-oriented environment, collaborating with supervisors and peers to improve service delivery., Uphold confidentiality and data protection policies when handling customer information.