Stephanie Ramos Castro
Resumen profesional
A thorough and dedicated team contributor with exceptional organizational capabilities. Successfully manages multiple projects simultaneously, ensuring accuracy in every task. Skilled at prioritizing tasks and consistently meeting deadlines. Possesses strong analytical, communication, and teamwork skills, with a proven ability to adapt quickly to new environments. Highly motivated to contribute to team success and further develop professional skills. Brings a positive attitude and unwavering commitment to continuous learning and growth. Known for strong analytical skills, communication abilities, and a talent for mentoring new employees. Skilled in managing complex case types, providing excellent customer support, and ensuring compliance with internal and external regulations.
Datos destacados
9
9
years of professional experience
2025
2025
years of post-secondary education
1
1
Certification
Experiencia
Case Management Associate
Bill Gosling Outsourcing
10.2024 - 05.2025
- Reviewed and applied Power of Attorney (POA) documents to customer accounts.
- Verified cease and desist requests and processed charged-off loans.
- Communicated with third parties regarding account updates.
- Handled refund by check requests; coordinated with the accounting department.
- Sent loan verification letters to customers.
- Reviewed deceased cases and processed payment reversals when applicable.
- Managed SCRA cases by verifying documentation and eligibility.
- Investigated billing statement disputes to ensure accuracy or escalate as needed.
- Assisted during certification processes and mentored agents with complex cases.
Merchant Dispute Adjudication
Bill Gosling Outsourcing
10.2024 - 05.2025
- Reviewed customer and merchant evidence for disputed loans.
- Made fair adjudications based on internal policies and documentation.
- Ensured compliance, accuracy, and transparency in decision-making.Provided hands-on training and support for new agents in both departments.
- Assisted during certification processes and mentored agents with complex cases.
- Encouraged professional development and confidence in team members.
Mentor
Bill Gosling
02.2022 - 02.2025
- Enhanced mentee performance by providing personalized guidance and support.
- Assisted mentees in developing self-confidence and positive self-image.
- Monitored participant workflow and behaviors throughout training process.
Customer Service Representative
Bill Gosling Outsourcing
03.2024 - 09.2024
- Received inbound calls and responded to customer inquiries.
- Handled emails and made outbound calls to assist with various account-related matters.
Bankruptcy Analyst
Bill Gosling Outsourcing
04.2023 - 03.2024
- Improved bankruptcy case efficiency by streamlining document review processes and utilizing relevant software.
- Conducted thorough financial analysis on debtor's records to ensure accurate assessment of assets and liabilities.
Senior Agent
Bill Gosling
01.2023 - 04.2023
- Handled and promptly resolved customer complaints to maintain professional relationships.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Inbound Call Center Representative
Bill Gosling
07.2022 - 01.2023
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Streamlined call center operations by implementing efficient processes and procedures.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
Customer Service Representative
Bill Gosling
08.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Accounting Assistant
Dorelia Medrano Reyes
03.2016 - 04.2018
- Supporting the Accounting department by performing clerical tasks, including processing and recording transactions, fielding communications with clients, and other duties, as needed.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Organized budget documentation and tracked expenses to maintain tight business controls.
Formación
Laws -
Universidad Fidelitas
Enfatiza tus habilidades clave
- Communication
- Microsoft Office
- Performance Analysis
- Coaching and Mentoring
- Active Listening
- Microsoft Excel
- Professional telephone demeanor
- Teamwork and Collaboration
Diplomas
- Cisco Certified Network Associate: Introduce to Networks Certification, UCR, TECHNOLOGY ACADEMY, San Jose, 2019
- Cisco Certified Network Associate: Switching and Router, Universidad de Costa Rica UCR, TECHNOLOGY ACADEMY, San Jose, 2019
- IT Essentials: PC Hardware and Software, UCR, TECHNOLOGY ACADEMY, San Jose, 2021
- English of Customer Service, Instituto Nacional de Aprendizaje INA, 2019
Idiomas
Spanish
English
Cronología
Case Management Associate
Bill Gosling Outsourcing
10.2024 - 05.2025
Merchant Dispute Adjudication
Bill Gosling Outsourcing
10.2024 - 05.2025
Customer Service Representative
Bill Gosling Outsourcing
03.2024 - 09.2024
Bankruptcy Analyst
Bill Gosling Outsourcing
04.2023 - 03.2024
Senior Agent
Bill Gosling
01.2023 - 04.2023
Inbound Call Center Representative
Bill Gosling
07.2022 - 01.2023
Mentor
Bill Gosling
02.2022 - 02.2025
Customer Service Representative
Bill Gosling
08.2021 - 02.2022
Accounting Assistant
Dorelia Medrano Reyes
03.2016 - 04.2018
Laws -
Universidad Fidelitas
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