Mayleen M. Santiago Flores
Aguas Buenas
Summary
Proven leader in enhancing operational efficiency, adept in Microsoft Office and exceptional communication. Leveraged problem-solving and performance tracking to surpass goals, achieving notable improvements in team productivity and customer satisfaction. Skilled in fostering teamwork and collaboration, consistently delivering results through strategic planning and attention to detail.
Overview
9
9
years of professional experience
Work History
Member Engagement Specialist
Healthmap Solutions
12.2023 - Current
- Educate members about our Care Navigation Program's benefits and services.
- Engage members into our Care Navigation Program by setting up appointments with our Clinical Care Managers.
- Respond to member requests for services and company information.
- Maintain detailed records of customer interactions, ensuring proper follow-up.
- Maintain strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and best practices.
- Identified potential health risks with thorough assessments, contributing to proactive healthcare management.
Loan Servicing Representative
SunWest Mortgage Company
06.2023 - 11.2023
- Establish contact with new homeowners as part of Welcome Calls to provide information regarding their loan such as payment due dates, escrow, payment options and general account information.
- Follow up with customers regarding their monthly mortgage payments including taking payments, setting payment arrangements, and following up on past due payments.
- Contact customers to educate on existing services provided by the company.
- Take inbound calls to address customer concerns regarding their mortgage, including mortgage assistance options, setting up and completing payments over the phone, and providing information regarding their escrow.
Team Leader
Wipro
04.2022 - 06.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborate and communicate with onsite Workforce Management to ensure proper adherence to work schedules.
- Ensure regulatory guidelines are implemented through call monitoring, call audits and QA results
- Ensure accuracy in team reporting data of performance and production
- ·Conduct interviews with candidates, aiding in the selection process by providing feedback based on the results from the screening questions.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Quality Assurance Analyst
Wipro
04.2021 - 04.2022
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Perform call audits to ensure industry and client guidelines are being met.
- Train teams on individual topics to ensure comprehension and alignment with desired company goals.
Associate Quality Assurance Manager
Santander Consumer USA
09.2017 - 04.2022
- Maintained up-to-date knowledge of industry trends and regulatory requirements, ensuring compliance across all projects.
- Evaluated vendor performance through periodic audits, ensuring adherence to established quality standards at all times.
- Championed a proactive approach to problem-solving, addressing potential issues before they escalated into full-scale challenges.
- Established clear expectations for team members regarding performance goals, driving accountability throughout the organization.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Provide consistent individual coaching sessions to ensure comprehension of the material provided during the training period, report associate attendance, performance observations of concern to management prior to their release into operational productivity.
- Report site productivity, Quality Scores, Advocacies, associate Action Plan progress as well as results, and any active disciplinary actions as a result of these items to higher management and Human Resources as needed.
- Completed call audits to identify areas of opportunities, communicating to management any findings that may affect operational productivity.
Business Operations Manager
Santander Consumer USA
03.2017 - 07.2017
- Lead, supervise, and manage the Early Stage Collections department team of up to 13 associates.
- Established performance metrics to evaluate team effectiveness and identify opportunities for improvement.
- Recruited, mentored and trained staff on business procedures, policies, duties and customer care methods.
- Fostered a positive work environment that supported employee engagement and retention.
- Collaborated with onsite Customer Relationship Manager to discuss team areas of opportunities related to risks that generate advocacies, ensuring that any and all team violations are followed up on and escalated accordingly through our CAP system.
- Ensure agents are adhering to their assigned schedules on a daily basis, monitoring call queues and volume using the system Aspect, ensuring that accounts are being worked on according to business strategy.
- Complete monthly and interim performance reviews to all associates assigned, using as reference items such as their Quality Scores and the final results from their rankings, ensuring that all items are well
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Prepared monthly reporting to upper management that effectively communicated agent/team performance.
Quality Assurance Specialist
Atento Puerto Rico
10.2015 - 03.2017
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Monitored up to 80 assigned Inbound English and Spanish calls per month for the Loans, Customer Service and Digital Banking departments.
- Educated employees on specific QA standards and confirmed maintenance of standards via individual feedback and coaching sessions.
- Reported problems and concerns to management.
- Create Excel charts that present data extracted from NICE CRM systems, that present site Quality Performance and Scores, providing results to Atento Management and our client, BBVA Compass, in order to not only maintain both parties informed of areas of opportunities and strengths, but also aid in making any strategical business decisions.
Education
No Degree - Lean Six Sigma Yellow Belt
La Salle Group
San Juan08.2024
Associate's Degree - Radiology Technician
EDIC College
Caguas, Puerto Rico09.2011
High School Diploma -
Manuela Toro Morice
Caguas, Puerto Rico09.2006
Skills
- Exceptional communication
- Performance Tracking
- Teamwork and Collaboration
- Time Management
- Training, Development and Onboarding
- Problem-Solving
- Attention to Detail
- Microsoft Office
- Multitasking Abilities
Languages
Spanish, English
Native language
Timeline
Member Engagement Specialist
Healthmap Solutions
12.2023 - Current
Loan Servicing Representative
SunWest Mortgage Company
06.2023 - 11.2023
Team Leader
Wipro
04.2022 - 06.2023
Quality Assurance Analyst
Wipro
04.2021 - 04.2022
Associate Quality Assurance Manager
Santander Consumer USA
09.2017 - 04.2022
Business Operations Manager
Santander Consumer USA
03.2017 - 07.2017
Quality Assurance Specialist
Atento Puerto Rico
10.2015 - 03.2017
No Degree - Lean Six Sigma Yellow Belt
La Salle Group
Associate's Degree - Radiology Technician
EDIC College
High School Diploma -
Manuela Toro Morice
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