Iris Benitez Email & Phone Number

Chicago, Il, Us

Chicago, Il, Us

Chicago, Il, Us

Being a Site Reliability Engineer I am uniquely positioned as a gatekeeper of Enova’s business-critical systems and act as the technology operations backbone of the company – ensuring all back-end systems, front-end services, and business-critical processes are functioning correctly for successful enterprise operations. We provide automated solutions to business teams and work closely with every department to resolve issues, assist with root-cause analysis, and implement fixes for workaround requests. We also integrate new application-related utilities to meet business requirements, while continuously looking for ways to improve overall system performance.

Chicago, Il, Us

+ Maintain the stability of Enova systems to ensure successful operation of critical business functions+ Process customer service requests and meet established SLAs+ Identify and automate manual workarounds and process improvements+ Utilize Rails console to resolve customer account issues+ Monitor the availability, latency, scalability and efficiency of all services+ Understand the loan life cycle, transactional logic, and framework of our finance models+ Implement reports and automations for business stakeholders+ Assist with major incidents from identification and troubleshooting through to service restoration+ Reconcile daily bank files and monitor critical application processes+ Troubleshoot issues and discrepancies with the appropriate individuals, teams, or vendors+ Identify, document, and recommend solutions for bugs, processes, and feature enhancements+ Update knowledge base articles with current information and communicate to your teammates+ Perform periodic on-call duty as part of the SRE team

Chicago, Il, Us

• Provide end user support on windows, Debian & MacOS• Assist in maintaining the network and desktops• Troubleshoot, install, repair and track hardware• Provide on-site and remote client support• Create, maintain, and delete user accounts from various systems• Maintain the automated desktop build process• Maintain current desktops via pushing updates• Escalation of critical issues• Other duties as assigned

Chicago, Il, Us

-Oversee day to day functions for a team of 10-15 front line representatives-Coach, develop, observe the application of your coaching feedback through associate and team lead performance and execution-Adjust, approve, track, record, and communicate to employees payroll decisions related to time and attendance-Communicate and document the necessary information to qualitatively support details necessary for effective performance review and disciplinary actions-Monitor, identify, analyze, address, and recognize performance metrics in order to provide appropriate constructive feedback, maintain high service levels, and generate production efficiency-Utilize sound judgment in escalating organizational risks to HR and Senior Management-Monitor and analyze trends utilizing department data and reports to make real time business decisions and recommendations.-Monitor and complete quality reviews to ensure reps are following compliance guidelines and creating the expected customer experience through following business expectations, scripts, and best practices-Conduct one- on- one meetings, weekly meetings, coaching/developmental plan sessions, and performance reviews in a timely manner-Partner with supporting business units regarding Bankruptcy, Fraud, Systems, IT, Training, S&O, and -QA items to improve response rates and overall effectiveness-Walk the floor to create awareness, observe call center activity to identify business/ process/ procedural opportunities, and take action for prioritization and implementation-Actively engage with the floor representatives and our customers by ensuring availability for questions and or customer escalations, or answering calls/chats when volume dictates.-Assist with administrative responsibilities including updates to customer information, processing of credit card payments, adjusting fees, and canceling payments-Adhere to, lead by example, and communicate, understand, and enforce company policies, procedures and practices

Chicago, Il, Us

Chicago, Il, Us

-Handle both inbound and outbound calls and respond to customer emails at a call center environment-Process submitted loan applications and issue loans according to company guidelines-Use company systems and web to research, identify, and verify information throughout the loan process-Provide a high level of service to our customers to ensure they understand the loan process and would recommend our service-Recognize, document, and alert the supervisor of trends on customer calls and issues-Recommend process improvements-Perform other functions as assigned by management