E W Email & Phone Number

United States

United States

Norfolk, Virginia Area

● Review, investigate, and respond to customer complaints via the CFPB, BBB, StateAttorney Generals, and other state regulators.● Comprehension of consumer protection laws such as Fair Credit Report Act (FCRA),Fair Debt Collection Protection Act (FDCPA), Federal Trade Commission (FTC).● Assist with training for new analysts.● Utilize NICE to review phone calls for investigations.● Inter-departmental collaboration to obtain information to support investigation findings.● Conduct peer reviews (proofreading for grammar and correct verbiage) for teammembers prior to them responding on regulatory portals.

Hampton, Virginia, United States

● Supervised 10-15 associates and acted as Manager Relief in absence of managers.● Conducted training for New Employees via Workday and Skype.● Assisted with monitoring inventory for the Legal Team.● Completed Audits for the team via NICE.● Assisted with projects from management.

Norfolk, Virginia, United States

● Managed an award-winning team of 14 associates. (Received the highest quality trophy4 out of the last 6 months of 2018, 1st team to receive the Most Valuable Team trophyand 8 team members received 100% quality for 4th Quarter of 2018).● Ensured that team quality was in top 5% of department by conducting weekly audits,spot-checking accounts, and providing coaching team members.● Collaborated with different departments to get necessary information and documentationto resolve Legal dispute cases and customer inquiries.● Conducted weekly meetings with team members and team leads.● Created a job aid and PowerPoint presentation for Guidelines for Processing LegalDispute Cases trained Disputes Associates, Team Leads, and Managers.● Assisted phone associates with escalated manager calls.● Conducted weekly payroll audits via Workday.● Ensured corrective actions were delivered to associates in a timely manager and that allother manager duties are completed by deadlines.● Attended manager meetings, calibration meetings, Q&A meetings, attorney meetings.

Norfolk, Virginia, United States

● Supervised 15-30 associates and acted as Manager Relief in absence of managers.● Assisted team with achieving 100% quality by coaching and auditing each associatemonthly; provided feedback on processing techniques and audit reviews, providing 2nd looks for accounts that needed to be closed in debtor’s favor.● Reviewed Fraud Affidavits, police reports, and other written correspondences todetermine validity.● Assisted department in reducing dispute volumes by processing ACDVs, verbal andwritten disputes; Interacted with associates by assisting with any questions or concernsthey have, completing AUD updates and deletions, and ensuring credit reporting informationwas accurate. Conducted research on accounts that were escalated for further review.● Deescalated phone calls by providing world class customer service and providedpossible solutions to the customer’s concern.● Assisted with training new hires and seasoned associates; tracked and escalatedquestions that were not answered in policies and procedures.● Assisted manager with different tasks and projects that may have been assigned.

Norfolk, Virginia Area

● Processed and resolved incoming dispute cases via PRANET, E-Oscar, ICasework,phone calls, emails, written correspondence from customers and third-party entities.● Reviewed accounts and documents to ensure that they were compliant with companypolicy, CFPB, FTC, FDCPA, and other governmental regulations.● Corresponded with the Original Seller for information pertaining to the account andrequesting seller documentation to validate the debt.● Requested and sent correspondence to customer/third party representatives containingdocuments to validate debt.● Processed and resolved legal dispute cases by reviewing legal documents such asJudgment Orders, Dismissals, Stipulation Agreements and Consent Judgments,Complaints and Summons, Answers, and incoming legal emails containing disputeinformation from the customers.● Collaborated with various departments such as Litigation, Bankruptcy, Customer Serviceand Collections by assisting with questions and concerns about the disputes process.● Completed AUD updates and deletions to ensure that credit reporting information wasaccurate. Trained new employees and team members on this process.● Worked on special projects such as LDSP list, PPRG list, Bad Attorney Address List andmanaged calendar for prioritizing deadlines, meetings, and account follow ups.

Bachelor Of Science (Bs), Criminal Justice/Safety Studies, 3.26

Activities and Societies: Pre-law ClubDean's List

Paralegal Certification, Legal Assistant/Paralegal

I received my Paralegal Certificate

Master Of Science (M.S.), Legal Studies, General, 3.45

Advanced Diploma, General Studies

Activities and Societies: Cheerleader (Captain), Student Aide, FBLA (president)