Jobyl Casas

• Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
• Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
• Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
• Maintained high volume of calls and met demands of busy and productive group.
• Worked in call center environment handling manual and automatically dialed outbound calls.
• Used skip tracing and other techniques to locate debtors.

Administered student loan payment transactions.

• Developed and documented collection procedures and policies to comply with government regulations.
• Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.

• 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, test metrics and results to project stakeholders.
• Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
• Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
• Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
• Optimized user experience by conducting usability tests and providing actionable feedback to development team.