Isabelle Becerril Email & Phone Number

Schaumburg, Illinois, United States

Schaumburg, Il

Elgin, Illinois

Operations Senior Specialist III / Quality Analyst/ Data Analyst, 2016–2019 Monitored inbound and outbound calls made by 60 to 90 employees monthly to provide constructive feedback (Retail Banking Claims and Fraud).  Partnered with both peers and management in multiple lines of business to develop and maintain quality initiatives, resulting in more focused coaching to employees and calibration in scoring of employee interactions.  Collected and modeled data to evaluate trends using Excel - would use jointly with PowerPoint to create presentations and graphs to prepare for various meetings.  Assisted in maintaining and updating existing procedure documentation, including testing, ensuring that procedures were sound and easy to follow.  Corrected any data entry errors as needed to prevent later issues such as duplication or data degradation.  Created various Excel documents to assist with pulling metrics data and preparing them to fulfill ad-hoc data requests from senior management for specialist coaching and audit purposes.  Recommended data standardization and usage to ensure data integrity.  Organized and retained data for report generation and future analysis.  Review of Executive level complaints for root cause analysis to determine if there were employee opportunities or if process improvements were needed (Merchant Disputes).

Elgin, Il

Operations Senior Specialist II (Collections), 2014–2016 Responded to written complaints from various channels, including regulatory bodies and consumer advocates. Handled escalated complaint calls, working with customers to find the best solution for delinquent accounts.  Crafted written documentation from the ground up to provide clear guidance when working a procedure.  Tested and validated procedure controls to ensure that procedures worked as intended.  Participated in weekly conference calls with senior management to advise of complaint trends and root cause analysis.  Moved into a quality analyst role, validating casework completed by peers prior to approving complaint responses for release.

Elgin, Il

Customer Service Representative (Loyalty Services, Treasury Services & Collections), 2008–2014 Handled inbound calls from customer in various areas.  Received specialized training and additional certification was required for call volume in Treasury Services.  Helped beta test a new platform that would compare bank products versus competitor products when working to retain existing customers.  Pulled and reviewed credit reports to determine to assign credit lines as well as risk of loan default and potential success when reviewing accounts for payment solutions.