Summary
Overview
Work History
Education
Skills
Timeline
Generic

Victoria Robertson

San Diego

Summary

Flexible team lead works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.


Overview

20
20
years of professional experience

Work History

Project Resolution Team Lead

Dividend Finance
08.2024 - Current
  • Respond to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Offer suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Monitor and analyze customer feedback to track patterns in feedback and report areas for improvement to management.
  • Escalate customer issues to management for appropriate action to be taken.
  • Collaborate with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
  • Keep accurate records of customer interactions to be used for training, quality assurance and future reference.
  • Follow-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collaborate with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Seek ways to improve processes and services provided.
  • Investigate and resolve customer inquiries and complaints quickly.
  • Enhance productivity levels by anticipating needs and delivering outstanding support.
  • Train new and existing personnel regarding company operations, policies and services.

Project Resolution Specialist II

Dividend Finance
07.2023 - 08.2024
  • Handles and resolves time-sensitive issues/service requests including regulatory agencies from all channels including Customer Care, Sales, Compliance, and Ops
  • Handles complex problems making critical decisions as necessary
  • Communicates issue resolution directly with the customer and ensures loop closure with internal partners, as applicable
  • Collaborates with Lines of Business partners to improve issue resolution processes and turnaround times
  • Partners with the Lines of Business to stay abreast of their processes and the potential impact they have on issue resolution
  • Contributes to the strategic planning and initiatives within the team
  • Takes on a lead role, providing guidance and mentorship to junior team members
  • Monitor system dashboards and reporting to ensure that items are appropriately being worked to ensure adherence to SLAs and escalates proactively to management as necessary when SLAs are at risk
  • Completes proper case documentation and closure as defined by Bancorp management standards
  • Responsible for the complete and accurate research and resolution of assigned consumer and installer issues within established SLAs
  • Knowledgeable in all consumer products and in all servicing systems of varying complexity
  • Maintain a Subject Matter Expert (SME) level of knowledge of all Bancorp products and services as they relate to operational procedures and how they are used in problem resolution
  • Possesses an extensive knowledge base and deep understanding of Dividend’s processes, procedures, and technologies
  • Communicates with management any trends identified in complaint handling, including identification and escalation of high-risk scenarios and systemic issues
  • Additionally, owns identified issues as applicable until they are resolved
  • Provided recommendations to management
  • Reviews all assigned work for potential regulatory and reputational risk
  • Interacts with the Line of Business Compliance Officers and Attorneys, as applicable, to ensure the Bank’s Response is completed in accordance with Federal, State and Bancorp policies
  • Handles and resolves time-sensitive non-Regulatory and Regulatory (i.e
  • CFBP) issues/service requests with utmost professionalism, sensitivity, and timeliness
  • Perform any other duties as assigned

Customer Care Advocate

Dividend Finance
05.2022 - 07.2023
  • Help large volume of customers every day with positive attitude and focus on customer satisfaction
  • Respond to customer needs through competent customer service and prompt problem-solving
  • Address customer complaints and mitigate dissatisfaction by employing timely and on-point solutions
  • Responsible for end-to-end processing for resolving escalated customer concerns
  • Work directly with cross-functional departments and investors to reach a resolution acceptable to all interested parties
  • Resolve escalations in a manner that avoids delinquency and/or negative customer impact as applicable or assists customer in taking payments to maintain a status
  • Document all interactions/account activities with concise and detailed account notes
  • Participate in meetings to discuss/update management, other departments, and/or investors on complaint status/issues as needed
  • Maintain a high level of professionalism in difficult communications with customers, other departments, investors, and external partners
  • Adhere to all Dividend policies and procedures, including State and Federal collection regulations

Telephone Operator

Connect the Docs Medical Management
09.2020 - 05.2022
  • Responded to customer inquiries with patience and positivity to establish an excellent first impression
  • Connected callers with appropriate professional, department, or business
  • Maintained accurate records of calls placed and received
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department
  • Maintained up-to-date knowledge of emergency call procedures
  • Processed medical referrals

Revenue Specialist II/Tax Fraud Investigator

Comptroller of Maryland
03.2005 - 01.2020
  • Collected, analyzed, and interpreted information, documentation and physical evidence associated with investigations of fraudulent tax preparers
  • Substantiated validity and preserved data integrity for court hearings
  • Accurately investigated cases while preparing, submitting, and aiding prosecution
  • Assisted in developing procedures to combat identity theft via tax fraud
  • Developed concept models, working collaboratively with IT to establish tax fraud investigation needs and specifications
  • Documented findings and prepared detailed reports for field enforcement officers
  • Improved quality processes for increased efficiency and effectiveness
  • Investigated and resolved customer complaints to foster satisfaction
  • Completed 7 to 10 tax audits per day thoroughly documenting audit tests and findings
  • Performed strategic planning, execution, and finalization of tax audits for hearings and appeals
  • Prepared working papers, reports and supporting documentation for audit findings
  • Maintained accurate and current customer account data with manual forms processing and digital information updates as part of the call center team
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
  • Answered over 100 taxpayer calls per day with questions regarding tax forms and filings for multiple years

Education

High School Diploma -

Meade Senior High
Ft. Meade, MD

Skills

  • Financial records review
  • Annual reports
  • Report writing
  • Account reconciliations
  • Regulatory compliance
  • Data entry
  • Audit coordination
  • MS Office
  • Operational improvement
  • Administrative support
  • Customer service
  • Quality assurance
  • Team management
  • Motivational
  • Reporting and documentation

Timeline

Project Resolution Team Lead

Dividend Finance
08.2024 - Current

Project Resolution Specialist II

Dividend Finance
07.2023 - 08.2024

Customer Care Advocate

Dividend Finance
05.2022 - 07.2023

Telephone Operator

Connect the Docs Medical Management
09.2020 - 05.2022

Revenue Specialist II/Tax Fraud Investigator

Comptroller of Maryland
03.2005 - 01.2020

High School Diploma -

Meade Senior High

Similar Profiles

CREATE PROFILE
Victoria Robertson