Desmond A

Sr. Customer Service Coordinator - Collections/Acct Reconciliation

Capital One

Feb 2026 - Current (6 months)

As a Senior Customer Service Coordinator in the Collections and Account Resolution/Risk department I serve as an advocate for both our valued clientele and the profitability of the company whilst handling escalated and complex customer issues of all varieties and guaranteeing a resolution 100% of the time. I also support junior/entry level customer service advocates, who will reach out for help with a customer issue or complaint. I guide other associates to the right path to solve customer concerns and provide in-the-moment feedback to ensure the associate is connected to the right resources and feels confident about performing their job functions. I investigate customer concerns, and help create and implement process improvements and repor

Risk Analyst I

Intuit

Jul 2025 - Feb 2026 (8 months)

Quickly, accurately and effectively communicate quality feedback by leading op mechs and leveraging advanced business knowledge of the fintech industry and our Risk Operations functional areas Contribute to improvements in processes by identifying key needs or gaps, leveraging data to support your findings Deliver for customers by working with cross functional business units and functional teams to drive QA reviews, develop control finding remediation plans, and ensure regulatory compliance for the Money Risk Operations team Participate in operating mechanisms among stakeholders to prioritize needs, communicate effectively, and establish partnering relationships to drive effective execution. Present your findings, ideas, and projects to a b

Service Representative

McKesson

Sep 2024 - May 2025 (9 months)

First POC for employees and managers, handling inquiries related to HR policies, procedures, and programs. Manage administrative tasks for employee life cycle events including onboarding, promotions, transfers, and terminations, ensuring timely and accurate data entry in HRIS systems. Provide guidance on navigating HR systems and resolving issues, escalating complex cases to senior HR partners when necessary.

Human Resources Representative

McKesson

Sep 2024 - Apr 2025 (8 months)

Customer Experience Champion II

Verizon

Feb 2024 - Feb 2026 (2 years 1 month)

As a champion on Verizon's Customer Experience (CX) team, I am responsible for resolving customer needs, preventing churn, emphasizing proactive measures, first contact resolution & enhancing customer experiences with an emphasis on discovery, efficiency and quality whilst focusing on high complexity and escalated customer interactions. My other day to day functions/duties include: Handling and resolving escalated customer concerns that have varying levels of complexity. Turning every contact into a sale or save opportunity with a premium experience so customers will stay loyal to Verizon. Embrace the Service Plus mindset by resolving current & future customer concerns. Growing the business, which includes completing a full end-to-end accou

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Customer Specialist

Feb 2024 - Jun 2025 (1 year 5 months)

Responsible for resolving customer needs, preventing churn, emphasizing proactive measures, first contact resolution & enhancing customer experiences with an emphasis on discovery, efficiency and quality whilst focusing on escalated customer interactions/inquiries.

Collections Representative

Wells Fargo

Jan 2024 - May 2024 (5 months)

Performed risk analysis on accounts with potential for escalated legal actions, ensuring appropriate actions were taken. Successfully exceeded collection targets during the assignment, contributing to improved recovery rates.

Customer Service Advisor

Conduent

Jul 2023 - Dec 2023 (6 months)

Provided Tier II customer service support, addressing escalated issues involving complex account management and system troubleshooting. Monitored accounts for suspicious activities, conducted detailed fraud investigations, and escalated cases to the appropriate internal teams. Assisted customers in understanding account discrepancies and resolving issues related to billing, payments, and fraud. Consistently met performance metrics, including call handling time and customer satisfaction scores.

8300 and Title Processor

AutoNation

Feb 2023 - Sep 2024 (1 year 8 months)

The 8300 Processor is responsible for reviewing and filing in accordance with IRS requirement all 8300 reports for deals while maintaining excellent customer service to the dealerships they serve. Interacts with internal customers and external lenders at various levels, peers, supervisor and management. Job Responsibilities: 1. Review 8300 reports – pull 8300 forms out of deals to submit to IRS 2. Work with Stores to obtain 8300 reports that are not scanned with deals or for deals that have not been scanned 3. Maintain 8300 reporting database, updating information as needed 4. Assist Stores with 8300 audits as requested 5. Assist Billing department as needed during peak times 6. Meet or exceed IRS deadlines and SSC SLA requirements 7. Perfo

Business Operations Specialist

AutoNation

Feb 2023 - Dec 2023 (11 months)

Processed IRS 8300 forms for met or exceeded $10k per tax/IRS laws and compliance. Collaborate with stores to resolve discrepancies in audits to ensure all records were properly maintained. Provide support to the billing department (AR, AP, HR, etc) during peak periods and regularly.

Collections Coordinator I

Progress Residential®

Jul 2022 - Dec 2022 (6 months)

As a Collections Coordinator I, I am a member of the Accounting department and works within a call center environment to collect delinquent funds through the management of resident communications including inbound and outbound calls and additional electronic communications. EXAMPLES OF ESSENTIAL FUNCTIONS: Answer inbound collection calls Complete outbound collection calls to residents with accounts that are delinquent Ability to assist residents Forward calls and cases as needed to other departments Process and respond to RDCT emails Process and respond to READ cases Send out collection texts as needed Assist residents with Partial Payment Agreements Complete Partial Payment Agreements in Yardi, and May other specialized duties/tasks that f

Mortgage Loan Processor/Servicing Specialist III

Union Bank

May 2021 - Sep 2022 (1 year 5 months)

As a Loan Service Specialist III I am responsible for, under limited supervision, consumer and real estate loan items such as: responding to customer inquiries via written correspondence; researching and resolving simple customer problems, posting cash transactions including payoffs, payments, credit line advances, exceptions, file maintenance; examining all collateral documents (notes, deeds, titles, etc.), set-up of new loans; auditing input accuracy on boarded loans; ensuring liens are released on collateral, completing requests for beneficiary demands, statements and full reconveyance; preparing collateral and loan file information for imaging, batching, scanning, indexing, committing to optical disc within Bank and regulatory guideline

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Mortgage Specialist

MUFG Union Bank

May 2021 - May 2022 (1 year 1 month)

Performed all functions related to loan servicing, including processing payments, researching account discrepancies, and responding to complex client inquiries. Evaluated and verified loan documentation for completeness and accuracy, ensuring all required forms complied with regulatory standards. Provided training and guidance to junior loan processors, acting as a subject matter expert on internal processes and policies. Handled escalated client concerns and collaborated with cross-functional teams to resolve issues, ensuring a smooth loan servicing process. Led special projects to improve operational efficiency, such as streamlining loan documentation processes and reducing turnaround times for client inquiries.

Loan Doument Curative Specialist

Shellpoint Mortgage Servicing

Mar 2021 - May 2021 (3 months)

The Document Curative (DC) Specialist is responsible for reviewing mortgage documentation to ensure clear title of loans serviced by Shellpoint Mortgage Servicing (SMS). The DC Specialist communicates heavily with vendors and inter-departmental staff to facilitate all title curative issues in a timely manner. Essential Job Funcitons: Identify, process, and prepare required documents (Assignments of Mortgage, Release of Liens, Allonges, Lost Note Affidavits, Lost Mortgage Affidavits, etc.) for loans serviced by Shellpoint Mortgage Servicing with various levels of complexity. Review prepared loan documentation to ensure thoroughness, accuracy, and completeness with documentation standards. Ensure requested documentation is accurately complete

Loan Documentation Specialist

Shellpoint Mortgage Servicing

Mar 2021 - May 2021 (3 months)

Managed the retrieval and review of collateral files from investor-designated document custodians, ensuring timely delivery of documentation for loss mitigation, bankruptcy, and foreclosure processes. Ensured all loan documentation was accurate and up to date in compliance with investor and regulatory requirements. Updated the Mortgage Electronic Records System (MERS) to reflect changes in loan servicing rights and ownership, ensuring accurate reporting for all stakeholders. Produced daily task queue and exception reports to track progress and ensure tasks were completed within established SLAs. Provided regular reporting to management, investors, and vendors.

Payroll/Benefits Coordinator

Gusto

Dec 2020 - Mar 2021 (4 months)

Benefits, payroll and full cycle/Stack HR administration and facilitation for small businesses around the country.

Payroll Coordinator

Gusto

Dec 2020 - Mar 2021 (4 months)

Processed payroll and benefits for multiple client accounts, ensuring accurate tax filings and timely payment processing. Acted as the primary point of contact for benefits-related inquiries, managing enrollments, terminations, and coverage adjustments. Utilized Salesforce to track and resolve client payroll cases, ensuring responses were completed within the same day of submission. Ensured compliance with federal, state, and local payroll regulations, processing tax filings and deductions accurately. Played a key role in maintaining client satisfaction through responsive communication and proactive problem solving.

Client Service Representative/Auto Loan Processing and Servicing

State Farm

May 2020 - Oct 2020 (6 months)

Client/Customer Service for all State Farm Bank accounts with an emphasis on processing, servicing, and funding major loan accounts and products for existing customers. Bilingual (Spanish/English).

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Fraud Analyst

State Farm Bank

May 2020 - Oct 2020 (6 months)

Processed loan applications, reviewed customer credit profiles, and made underwriting decisions for personal and auto loans. Provided general banking services, including account maintenance, loan originations, and consolidations, ensuring customers receive accurate and timely support. Conducted risk assessments and ensured compliance with internal risk management and regulatory requirements. Handled a high volume of inbound and outbound calls, assisting clients with inquiries. Supported clients throughout the loan application process.

Client Service Advocate and Underwriting Analyst

Freedom Financial Network

Dec 2019 - Mar 2020 (4 months)

Bilingual client service advocate and contract/eligibility underwriting analyst for initial acceptance and onboarding.

Fraud Analyst

Freedom Financial Network

Nov 2019 - Mar 2020 (5 months)

Bilingual client service advocate and contract/eligibility underwriting analyst for initial acceptance. Outlining program/term agreements and facilitating communication between clients and creditors. Ensured the ongoing compliance of program agreement terms outlined on welcome calls. Monitored dedicated accounts for regular or unusual/fraudulent activity. Escalated fraudulent or non-compliant activities/accounts/programs as necessary.

Sr. Data Entry Operator and Loan Underwriter

USAA

Sep 2019 - Oct 2019 (2 months)

Speciality loan funding, underwriting and complex/compliance auditing. Data Entry, financial services, fraud detection and review, risk management, document review/verification.

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Merchant Services Spec./Underwrting and Risk Anaylst/Data Entry Ops.

May 2019 - Aug 2019 (4 months)

Customer/Merchant service, data entry, emails telephone communications, risk analyst, document drafting, underwriting analyst, sales representative communications, compliance analyst, deposit/batch/withdrawal settlements, financial statement drafting.

Customer Support Specialist/Front Desk Admin. Assistant

ARMLS (Arizona Regional Multiple Listing Service, Inc.)

Aug 2018 - Apr 2019 (9 months)

Agent/Client Customer support in relation to internal systems, products and services offered. Administrative Assistant Data Entry Incoming/Outgoing calls File management Inventory Copies, scanning, faxing, incoming/outgoing mail and package receiving Phone, live chat, email support for agents and customers Walk-In agent support

Full Desk Recruiter

Tech USA

Jun 2018 - Aug 2018 (3 months)

Tech USA is a premier provider of technology recruitment solutions across the nation. As trusted business partners to our clients and dependable agents to our candidates, we believe that developing long lasting relationships is the only way to conduct business. Our core business focus falls within Aerospace and Defense, Biotechnology, Engineering, Information Technology, Power and Energy, and the Telecommunications market segments. As a niche firm, Tech USA strives to continually provide our clients with high level customer service through our flexible, tailored and scalable solutions. Tech USA is dedicated to providing customized project support solutions designed to fit the client’s individual needs and business objectives. Tech USA conti

Orchestral Bassist and Vocalist/Performer

Arizona Broadway Theatre

Oct 2017 - Nov 2022 (5 years 2 months)

Pit orchestra musician and stage performer (vocals and professional dance).

Associate Recruiter

ManpowerGroup

Oct 2017 - Jun 2018 (9 months)

The Center of Recruiting Excellence – CORE - is a centralized group servicing ManpowerGroup Solution’s global roster of RPO clients with best in class sourcing, screening and task-based recruiting. The CORE team are SME’s in both front-end and back-end recruitment and can flex on a dime to provide top-notch service to the MGS client program teams. As an Associate Recruiter I am responsible for industry and function-focused candidate sourcing, pre-screening, testing, and qualifying candidates. Through my various sourcing techniques, I build a strong network of diverse candidates within critical skill sets, based on client demand and in support of ManpowerGroup Solution’s Recruitment Process Outsourcing line of business. I participate in the

Administrative Assistant/Executive Assistant

Arizona State University

Jun 2016 - Aug 2017 (1 year 3 months)

Appointment Scheduling, Logging/Documenting, MS Office, Telephone/E-mail/Face-to-Face Communication, Clerical/Administrative work, Data Entry, Office organization - ASU HEALTH SERVICES Executive Admin. Assistant to to Dean of School of Communications.

Senior Sales Associate

Express

Mar 2016 - Jul 2017 (1 year 5 months)

Sales, Styling, Shift Leading, Freight/Inventory, Store layout, Promotion Planning

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