Andrea Siliezar

I managed a portfolio of clients by processing and approving credit applications, buyouts, new equipment requests, and pickup requests. This involved auditing whether customers had dated and signed the required documents, such as lease agreements, sales and service agreements, pickup forms, and any additional documents necessary to create new orders. I also ensured that the sales commission income was correctly calculated, verified the global rate used, and made appropriate adjustments to correct revenue when necessary. Additionally, I set up orders to accurately bill for the machines, reallocating amounts in each order correctly. Finally, I sent the deals for funding, and those funds were received.

Currently, I guide complex leasing transactions as a subject matter expert within my account. I regularly review contract documentation to identify areas for improvement or clarification and to address leasing issues promptly and effectively.

I served as Floor Support and Quality Assurance (QA) for two consecutive years. In this role, I guided new agents on effectively handling customer interactions via chat, empathizing with upset customers, and developing their soft skills. I also mentored and coached team members on company policies and best practices for managing chats. Additionally, I coordinated breaks and lunch intervals for each agent, monitored longer chats to ensure optimal Average Handling Time (AHT), and provided daily performance feedback as needed. I reported progress, test metrics, and results to the manager for each team member.

I assisted customers through chat by addressing issues related to missing items, delayed orders, unreceived refunds, returned items, scheduled pickups, and providing information on how to make changes to their accounts. I documented the actions taken in customers' accounts and notified them when we detected any fraudulent activity.

I collaborated with the Credit Risk and Accounts Receivable teams to resolve customer inquiries. This included sending invoice copies and account statements via email, applying credits or overpayments to open balances to clear debts, and updating or removing email addresses on customer accounts. I processed payments for outstanding invoices and prepay orders using credit card information or checking account details.

Additionally, I reviewed, investigated, and clarified issues related to misapplied payments that had been escalated to the Cash Applications team by sending requests via email. I also advised customers about overdue invoices and secured promises to pay to remove accounts from hold status. Furthermore, I analyzed customer data, such as financial statements, to assess the level of risk associated with extending credit.

I collaborated on auditing all mortgage loans to verify that customer personal information was correct and accurate for pre-approved loans. I also checked whether the required documents, such as appraisals, bank statements, asset documentation, incomes, and employment verification, were signed by the customers. Any mismatched information or missing documents were reported to the loan agent via email, including the findings encountered. As a Quality Analyst, I participated in regular meetings with cross-functional teams to discuss progress updates, address concerns or challenges, and ensure alignment with project goals.

I conducted an activity-based analysis of the mortgage loan process and documented errors in e-charts and reports. I coordinated the standard measurement of processes across different locations and provided weekly feedback to the agents, which contributed to improving production quality in our country. Moreover, I suggested to management that employees be recognized for their outstanding work on a monthly basis.

I provided customer care services to both internal and external clients, demonstrating empathy and fostering increased loyalty. I coordinated the routes for two messengers, managed correspondence, quoted prices for books, and handled the personal agenda of my immediate supervisor. Additionally, I collaborated on data entry related to car insurance details.

I answered phone calls with a focus on resolving customer inquiries about car insurance and medical expenses, following standard procedures. I guided customers on how to submit formal complaints and the necessary documents for review. I responded promptly to customer requests for products, services, and company information. I effectively managed high-stress situations, maintaining professionalism under pressure while resolving disputes and conflicts.