Elizabeth Mora

• Trained and mentored new hires by sharing my experience with our star product, enhancing team efficiency and contributing to knowledge expansion

• Adhere to internal and external quality standards, involving Business Units and Third Party Vendors

• Worked with Internal Stakeholders to guarantee technical support coverage across the board on day to day issues, software releases and patches

• Maintenance and update of the knowledge base, delivering over 100 new comprehensive knowledge articles containing information ranging from quick fixes to step by step manuals

• Troubleshooting and resolving cases on a daily basis for a wide variety of situations, demonstrating strong problem-solving skills

• Involved in organizational initiatives to decrease and evenly distribute workload throughout L1 and L2 teams

• Handled the escalation processes as an intermediary between the specialist team and the client, ensuring both parties have all information required for the investigation process to be properly conducted

• Proactively monitored execution of follow up and status reports in an effective manner

• Consistently achieved the daily, weekly and monthly quotas of resolved inquiries to reach company established goals

• Processed and submitted over 200 credit report dispute requests weekly with high accuracy

• Maintain a high level of professionalism when dealing with customers and establishing positive relationships

• Presented investigation results for credit report disputes in a clear and accessible manner for clients unfamiliar with banking terminology

• Fraud Prevention / Credit Scores / Credit Risk / Credit Advising

• Complied with internal controls and government regulations

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Educated employees on specific QA standards and confirmed maintenance of standards.
• Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
• Reported problems and concerns to management.
• Consistently achieved and exceeded the expected monthly metrics