SUNNIE SANTIAGO
Indianapolis
Summary
Dynamic professional with a proven track record at Allied Solutions, excelling in team leadership and training development. Adept at optimizing service delivery and implementing process improvements, I foster collaboration and enhance employee performance. Passionate about empowering teams, I leverage strong problem-solving skills to drive efficiency and achieve organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Supervisor - Escrow Specialists
Allied Solutions
Carmel
06.2024 - Current
- Supervised daily operations to ensure efficient workflow among team members.
- Implemented process improvements to enhance productivity across teams.
- Resolved employee conflicts and fostered a positive work environment.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Directed and supervised team of 12 employees in daily operations.
- Monitored employee productivity to provide constructive feedback and coaching.
Technical Trainer
Allied Solutions
Carmel
06.2022 - 06.2024
- Designed assessment tools such as quizzes and surveys to measure effectiveness of training programs.
- Provided support during post-training implementation phases.
- Maintained accurate records of learner progress using Learning Management System.
- Created customized learning materials such as job aids and quick reference cards.
- Evaluated existing processes for potential improvements in efficiency or cost savings.
- Collaborated with subject matter experts to ensure accuracy of technical information presented during training sessions.
- Worked with stakeholders to define objectives for each training program.
- Developed and delivered technical training content utilizing a variety of methods including instructor-led, virtual, and self-paced formats.
- Implemented strategies that encouraged collaboration between teams across departments by creating a joint course for CSS.
- Analyzed feedback from participants in order to improve future sessions.
- Developed training for Escrow Coordinator to assist in gap with training new hires.
Client Support Services Specialist
Allied Solutions
Carmel
11.2019 - 06.2022
- Provide customer service support to financial institution clients as well as Allied CDM's for multiple products within the Client Services Division.
- Products focused in CSSC included Guaranteed Asset Protection (GAP), Mechanical Breakdown Protection (MBP), Auto Deductible Reimbursement (ADR), Vehicle Protection Plans (VPP), along with Credit Protection Services (CP).
- Work with the underwriters in MBP directly to determine or verify eligible components for repair or answer general questions on coverage on behalf of financial institutions selling MBP to its members.
- Work with programs such as iQQ, Chime, Calabrio, Amazon Connect, PIMS on daily basis.
- Work with Accounting Departments of our various lenders regarding questions on remittance questions.
Customer Research, Servicing Support
Carrington Mortgage
Westfield
03.2018 - 07.2019
- Assisted in Customer Research with various disputes.
- Tasked incoming emails to correct departments in order of importance.
- Reviewed ACH enrollment request received via mail, fax and email.
- Enrolled, activated and/or cancelled recurring payments for borrowers.
- Worked in payment reversals, missing/misapplied payments, refunds, Prior Servicer disputes.
- Reviewed and verified payment reversals and refunds requests from other divisions within the company prior to sending to upper management for final review and possible approval.
- Worked with Customer Service, Collections, and Mortgage Lending departments in reducing cost for Carrington Mortgage.
Consultant, Credit & Collections Fraud Risk Team Lead
Frontier Communications
01.2004 - 01.2017
- Started in Residential Collections working in Call Center in 2004.
- Moved to Large Business Collections and ISP when Frontier acquired Verizon Communications in 2010.
- Worked with Large Business and ISP accounts in reducing cost and increasing revenue for Frontier Communications.
- Moved to Fraud Risk Management team in 2012.
- Verify High Toll traffic using various Frontier systems.
- Contact Residential and Business customers to verify unusual usage on accounts.
- Receive alerts from Fraud Engineers and outside carriers to verify suspicious call activity to determine validity with customer.
- Create alerts on behalf of business customers if calls are determined to be fraudulent.
- Assist customer in acquiring necessary security documentation to prove phone system is secured.
- Place blocks in various Frontier systems on behalf of customer to protect customer and Frontier revenue.
- Review Credit requests related to possible fraudulent calls should calls generate an invoice.
- Create credit request cases to be sent to management once necessary security documentation is received from customer.
- Review completed credit requests created by team prior to sending to management for final decision.
- Issue necessary credits to accounts once credit requests are determined by management.
Education
Bachelor of Science - Business Management, Marketing
University of Phoenix
Indianapolis, IN06.2010
Skills
- Problem Solving
- Service Delivery Optimization
- Team Leadership
- Customer Support
- Cross-functional Collaboration
- Training and Development
- Time Management
- Employee training
- Process improvement
- Team supervision
- Customer service
- Learning management
- Conflict resolution
- Technical training
- Performance monitoring
- Constructive feedback
- Employee development
- Training and mentoring
Certification
- Instructional Techniques for Live and Virtual Classrooms
- Designing Instruction
Accomplishments
- During my tenure in telecommunication, I became a Team Lead for Large Business in 2010. In this role, I trained new additions to Large Business Collections Team in 2010, including creating a new process of billing for our Internet Service Provider customers.
- Assisted in creating training materials along with facilitating the training when the position was moved to Fort Wayne, IN in 2011.
- Joined the Fraud Risk team in 2011 and was promoted to Team Lead 2013.
- Submitted Process Improvement for Frontier Customer Premise Equipment (CPE) Tech to provide needed security documentation to Frontier Fraud Risk to ensure timely manner to complete credit requests for Frontier maintained CPE phone systems prior to leaving the company in 2017.
- Upon joining Allied in late 2019, I started with the CSSC, in June of 2022 I advanced my career by joining the training department in June 2022. This role allowed me to enhance my leadership capabilities and eventually allowed me to move into entry level management, by becoming a Supervisor in 2024.
References
References available upon request.
Timeline
Supervisor - Escrow Specialists
Allied Solutions
06.2024 - Current
Technical Trainer
Allied Solutions
06.2022 - 06.2024
Client Support Services Specialist
Allied Solutions
11.2019 - 06.2022
Customer Research, Servicing Support
Carrington Mortgage
03.2018 - 07.2019
Consultant, Credit & Collections Fraud Risk Team Lead
Frontier Communications
01.2004 - 01.2017
Bachelor of Science - Business Management, Marketing
University of Phoenix
Similar Profiles
Shirley C. JohnsonShirley C. Johnson
Escrow Specialist at Allied SolutionsEscrow Specialist at Allied Solutions
Natasha WoodardNatasha Woodard
Implementation Manager at Allied SolutionsImplementation Manager at Allied Solutions
Brian FlynnBrian Flynn
Director of Engineering and AI at Allied SolutionsDirector of Engineering and AI at Allied Solutions
Ryan FoxRyan Fox
AI Content Evaluator at AmazonAI Content Evaluator at Amazon
Heather WinterHeather Winter
Veterinary Technician Team Manager at Freeland Animal HospitalVeterinary Technician Team Manager at Freeland Animal Hospital