Managed order processing for all Ecommerce channels, including but not limited to Zyliss, Cole and Mason, Amazon, Wayfair, JCP and Macy’s.• Managed all Customer Care emails regarding product and warranty questions.• Answered inbound calls for all consumers, retailers and sales representatives.• Processed all sample orders, warranty claims, and employee orders.• Issued refunds via WooCommerce for all Cole & Mason and Zyliss Consumers. • Tracked all warranty replacement claims for our product development team. • Implemented a new process to provide coupon codes for warranty replacements on discontinued items. • Generated credit memos in NAV and sent to accounting for processing.

Monitored and evaluated the quality and accuracy of inbound and outbound calls taken and made by Collectors and Specialists. I provided coaching and feedback to ensure regulatory compliance and all policies and procedures were being followed. I addressed gaps between our lines of businesses and provided recommendations for process improvements. • Tested State and Federal regulations to report risks, gaps and improve efficiency. • Identified problematic trends and contributed to the development of new policies and procedures.• Subject matter expert in training and providing support to our co-workers in Texas and Manila. • Facilitated the Line of Business meetings and team building calibrations. • Provided administrative support by sending daily communications to the team on individual and team performance. • Created an Excel workbook to track the performance of each Quality Monitor within the department for all levels of leadership and management. • Developed an Excel workbook on how to score collection calls based on policies and procedures.

Handled a high volume of inbound calls regarding the transactional needs of all direct and indirect automobile loan customers. Assisted in processing deferments, taking escalation calls and answering co-workers questions via phone regarding policies and procedures. Analyzed quality trends and provided coaching and feedback in relation to best practices. • Recognized with the Service Excellence award in July 2013.• Received Employee of the Month in April 2011, October 2012 and September 2013.• Top performer in department with 4.79 in 2010, 4.92 in 2011 and 2012 and 4.90 in 2013 (out of 5.0).

Part of the Fraud Victim Assistance Department, where I handled a high volume of inbound calls from current or past fraud victims. I also investigated inaccuracies on consumer's credit reports via written or over the phone. Utilized technical writing skills to draft letters for new partnerships to investigate fraudulent accounts for their clients.• Answered incoming calls for various types of fraud victims.• Added security alerts to consumerʼs credit files to safeguard their identity.• Answered questions regarding identity theft and preventative measures that can be taken.• Worked with Case Managers from other companies in protecting and correcting their clientʼs credit files.• Made outbound calls to authenticate telephone numbers on a consumerʼs security alert.• Cross-sold products and services to gain revenue for the company.• Identified and made recommendations for process improvements to reduce costs and gain revenue.• Contacted creditors and credit bureaus on behalf of the consumer and worked as a liaison through thefraud resolution process.• Interacted with the three major credit bureaus to resolve fraud discrepancies under FCRA regulations.• Gathered details of each case over the phone to determine the level of service to be provided.• Assisted clients in filling out an FTC Identity Theft Affidavit and contacting their local Law EnforcementAgency.• Made follow up calls to each company to determine if any further documentation is needed and to check the status of the investigation.• Contacted consumers to respond to inquiries and claim investigation results.• Sent monthly billing to corporate for multiple partnerships.• Tabulated and reported the number of calls that each partnership received as well as other related services.• Created and maintained a spreadsheet for each partnership that details the service provided, callvolumes and revenue generated for each service.• Sent daily, weekly and monthly reports to each partnership.