Nelida Handy Email & Phone Number

West Haven, Ct, Us

Orange,Ct

Instill drive with direct supervision for customer care representatives to ensure quality/positive interactions in call-center environment; administer quality assurance review of customer calls to perform assessments that guide performance improvements and confirm team follows procedures in compliance with regulations.Provide assistance to customer care representatives by handling escalated customer calls and resolving complex customer concerns. This includes successfully collaborating with internal and external resources. Lead special projects when assigned and assist with development and training of new employees.

East Hartford, Connecticut, United States

Instill drive with direct supervision for customer care representatives to ensure quality/positive interactions in call-center environment; administer quality assurance review of customer calls to perform assessments that guide performance improvements and confirm team follows procedures in compliance with regulations.Provide assistance to customer care representatives by handling escalated customer calls and resolving complex customer concerns. This includes successfully collaborating with internal and external resources. Lead special projects when assigned and assist with development and training of new employees

Orange, Connecticut, United States

Responsible for providing oversight to low- income programs and processes across UIL Companies. Ensure compliance to regulatory and legislative changes related to low-income programs. Coordinate and collaborate with local Community Action Agencies. Managed day to day activities relating to hardship protection and low-income programs. Maintained a working relationship with vendors and community action agencies in support of low-income programs

Orange, Ct

Instill drive with direct supervision for customer care representatives to ensure quality/positive interactions in call-center environment; administer quality assurance review of customer calls to perform assessments that guide performance improvements and confirm team follows procedures in compliance with regulations.Provide assistance to customer care representatives by handling escalated customer calls and resolving complex customer concerns. This includes successfully collaborating with internal and external resources. Lead special projects when assigned and assist with development and training of new employees

Darien, Ct

Thoroughly analyzed approved student loans to ensure compliance with lending policy by identifying/reporting discrepancies as outlined with systems templates.

Bridgeport, Ct

Recognized by management as a “hands-on” analyst that consistently fueled operational improvements within credit card operation division; directly teamed up with outside vendors to conduct risk analysis and marketing efforts by tracking/managing vendor service level agreements.Orchestrated training for customer service representatives based on performance evaluation results to ensure full comprehension on products/services and program changes. Demonstrated essential leadership skills and precise vendor relationship management to measure the effectiveness of credit card vendors in delivering contractual obligations in maintaining a consistent flow of communication with customers in adherence with company policies, laws and regulations.Strategically led calibration sessions with data-driven scorecards to enhance performance evaluations and verify quality assurance for employee training that improved adaptability towards ever-changing workflow and monitored customer calls to reach/surpass marketing goals that aligned with compliance requirements.Performed annual audits/on-site visits to follow internal routines and control vault/inventory for bank auditing while also overseeing stored marketing collateral in compliance with FIFO policy and operating procedures.Management and delivery of projects from assignment to implementation.Manage reporting and collateral for division.

Monitor assigned customer accounts for the timely collection of company billings.Research payment discrepancies and work with customer and sales representative for timely resolution. Generate periodic reports on the status of the accounts.

Responsible for coordination of new program set ups and changes.Provide analytical support to the Operations and Quality Control departments.Ensure timely and accurate implementation of all new initiatives.

Responsible for development, implementation and tracking of direct mail acquisition strategies. Work closely with the Marketing department and the credit bureaus to ensure the integrity of the mailing lists.

Responsible for inside sales, customer service and call quality for credit card clientsTrain, coach, and evaluate call center staff to maintain operational integrityEnsure the professional and seamless delivery of service to customers

Responsible for overseeing the relationship between People’s and our processor to ensure consistent operational effectiveness.Implement and monitor new products and respond to general inquires and request from all areas of the division.

Decision consumer and commercial credit card applications. Analyze applications in order to maximize credit quality and minimize risk and potential loss. Furnish information relative to credit inquiries as appropriate.

Responsible for contacting customers by phone and mail to request payment on delinquent credit card accounts.Skip trace on accounts to locate customers

Responsible for resolving cardholder disputes within specific time frames, while complying with Visa and MasterCard rules and regulations.Handle dispute from original chargeback through pre-arbitration and compliance.