Ana Cristina Botero

4979 SW 127 Way

Miramar, FL 33027
954-237-7798
abacbee6@westpost.net
CAREER SUMMARY
Administrative Professional with knowledge, skills, and
experience to manage multiple tasks in a timely manner.
Supervisory experience with strong focus on achieving customer
satisfaction. Recognized strengths in account maintenance,
problem-solving and troubleshooting, sales staff support, and
planning / implementing proactive procedures and systems to
avoid problems. Commitment to excellence by focusing on and
managing details. Ability to multi-task and maintain
flexibility in work environment.
Quick learner with specific expertise in the following:
* Excellent working knowledge of Lotus notes, Microsoft Excel,
Word, and Word Perfect
* Ability to train, motivate, and
supervise employees
* Organization and Record Management
* Assessing procedures and recommending improved processes
* Customer support for the sales organizations and business
units
PROFESSIONAL EXPERIENCE
Western Union, Sunrise, FL
2006 - Present
Under its Western Union, Orlandi Valuta and Vigo brands, The
Western Union Company provides consumers convenient ways to send
and receive money around the world, operating through a network
of more than 410,000 Agent locations in 200 countries and
territories.
Contract Management Supervisor
2009 - Present
Managed two employees, providing input and expertise within the
risk and contract management team as it relates to credit and
contract management issues. Ensured adherence to IPS, Bank
Secrecy Guidelines, Uniform Commercial Code, the Equal Credit
Opportunity Act, Know Your Agent, and other legislative /
business requirements.
* Developed and enhanced existing automation procedures, enabling
the review of 1245 applications in 2009 and improving
productivity by 50%.
* Maintained the pending applications at a lower level of 18.4%
during 2009.
* Supported different departments, including Finance, Legal and
Pricing Request, providing all the necessary documents for
renewal contracts and special / custom contracts.
* Collected and sent all required information for external and
internal state audits.
* Actively participated in the 3 Brand Implementation Process
Alignments.
Credit Officer
2008 - 2009
Supported the Credit Initiation group and the Sales team on all
related agent enrollment initiatives and objectives.
* Processed contracts for all Vigo and OV agents, maintaining
accuracy and timeliness.
* Reviewed and executed complete Vigo & OV applications,
electronically and manually.
* Established and maintained contract and record retention
procedures and guidelines to ensure proper preparation and
imaging processes were completed accurately.
* Identified, recommended and communicated in written and verbal
form all relevant omissions of required enrollment information.
* Supported Account Executives with calls and emails regarding
new and pending applications, in addition to the normal workload
arising from initial submissions for Credit Initiation.
Vigo Remittance Corp., Sunrise, FL
2002 - 2008
Vigo Remittance Corp started in 1986 as a small family-run money
transfer business and, due to incredible success, Vigo was
acquired by Western Union Financial Services in 2005.
Agent Support Analyst
2006 - 2008
Ensured applications and paperwork were processed and created
agent profiles.
* Ensured agent correctly assigned to agent number.
* Updated agency information in the system.
* Scanned and filed documents on a weekly basis.
* Communicated via telephone with customers, agents and territory
managers in order to provide better services.
* Ensured that all disclaimers, licenses and any other required
paperwork were included when preparing an agent package.
Quality Assurance Training Coordinator
2005 - 2006
Monitored Customer Service employees to ensure they met quality
standards.
* Tracked performance of all new hires until their placement
into individual teams.
* Documented and updated all procedures in Customer Service
Department.
* Continued to monitor representative exchanges in all groups to
ensure proper customer treatment and adherence to established
procedures.
* Addressed and communicated any performance issues or overall
problems encountered.
Customer Service Representative
2002 - 2005
Serviced calls from direct clients and agents, resolving issues
with their transactions and providing documentation.
* Made beneficiary changes.
* Cancelled orders, giving credit to the agencies once
cancellations were processed.
* Maintained constant communication with payers with regard to
any issue with orders.
* Followed up on customers' claims, reports of cancellations
and orders never redeemed.
* Provided clients with their Folio numbers.
EDUCATION & PROFESSIONAL DEVELOPMENT
Business Administration, Currently Enrolled
Pursuing BSBA
Ana G Mendez University System, Miramar, FL
Coursework in Marine Biology & Communications, 1999 - 2000
Universidad Jorge Tadeo Lozano, Bogota, Colombia
Business Writing Training Course, 2008
ExecuTrain, Sunrise, FL
Financial Statements Course, 2009
Lic. Jose Hernando Zamora, Costa Rica