Customer Service Legal Support

MONIQUE CUPOLO

Apopka, Florida ***** 407-***-****

ad7pcx@r.postjobfree.com https://www.linkedin.com/in/moniquecupolo/

SUMMARY

A successful and results-oriented compliance professional with expertise in team leadership, regulatory compliance, litigation and arbitration support, legal administration and support, bankruptcy processes and procedures, team training, performance management, process/program development and implementation, budgeting, customer service, vendor contract negotiation, and metrics reporting. Leverages excellent communication and customer service skills and effectively collaborates cross-functionally with key stakeholders. Meets and exceeds goals and objectives to support the needs of an organization.

EXPERIENCE

HILTON GRAND VACATIONS Orlando, Florida

Manager Compliance Portfolio Administration 2021-2024

Managed compliance teams for legacy DRI utilizing multiple systems, processes, and procedures.

Played integral role in sharing legacy DRI multiple system knowledge including related processes, procedures, and policies to assist in integration process with company Management and Legal teams.

Served on Legal Support team to work for Legal department; reviewed attorney letters, assisted with litigation and arbitration-related processes, and created legal cases.

Managed multiple legal settlements with outside council.

Served on Customer Service team and worked to service and support multiple internal department requests as well as servicing requests for legacy DRI and HGV owners.

Acquired Bankruptcy team that works on all chapters of bankruptcy and assisted in updates to bankruptcy processes and reporting.

Integrated Bankruptcy team and Legal Support teams, implemented cross-training, and created a series of training documents.

Partnered with reporting teams to create daily, weekly, and monthly reports that provided operational and high level metrics on company financial performance for accounts with legal representation with attorneys and TPEs. Provided relevant information to Vice Presidents, Directors, and senior management.

Created and implemented reporting for multiple legal settlements.

Developed business relationships and worked with all areas of management, leadership, and team members.

DIAMOND RESORTS Orlando, Florida

Compliance Business Support Manager 2019-2021

Developed a new Compliance Legal Support team, Customer Service team, and Resolution team, and Rewrite team.

Worked with attorneys, litigation, arbitrations, and settlements as part of Legal Support team within the Legal department.

Served on Customer Service team and worked to service and support multiple internal department requests as well as servicing requests for timeshare owners.

Collaborated with Resolution & Rewrite teams to provide support to timeshare owners that requested financial support with their timeshare ownership and allow them to maintain ownership.

Created and implemented processes, procedures, and policies.

Hired, trained, motivated, managed, and evaluated 25 team members.

Created and analyzed daily, weekly, and monthly reports that provided metrics analysis on tram member performance and multiple customer service, bankruptcy and legal processes. Provided relevant information to Vice Presidents, Directors, and senior management.

Developed and implemented a series of CSM cases, tasks, and reporting for teams, which allowed teams to move from maintaining manual Excel spreadsheets to automated processes captured in CSM work.

Created new workflow processes, procedures, and policies.

Participated on multiple depositions for multiple lawsuits with Legal team and outside council.

Created business relationships and collaborated with all areas of management, leadership, and team members.

HILTON GRAND VACATIONS Orlando, Florida

Collections Supervisor 2014-2019

Developed new team within Portfolio Services to have a Research and Resolution Group to work with attorneys, Better Business Bureaus, and Company Membership Support.

Created and implemented processes and procedures.

Hired, trained, and supervised ten members of Collections staff.

Oversaw payment-related activity associated with notes receivable, maintenance, and tax payment processing.

Managed all functions associated with credit card payments, checks received, Western Union phone payments, account adjustments, and research.

Oversaw collection activity throughout company for domestic and foreign mortgaged and non-mortgaged accounts.

Handled de-escalation and resolution of issues for HOA, loans, complaints, auto pay, and resorts.

Maintained, prepared, and analyzed monthly collections team statistics and performed analysis for each property. Provided relevant information to directors and senior management.

Created and implemented all new manual tasks.

Performed monthly one-on-one meetings with team members.

Effectively communicated and partnered with upper management.

Awarded 2014 Leadership Award out of 50 staff members within the Portfolio Services department.

Coached and developed two team members who were promoted. One team member was promoted into a higher-level position and other team member was accepted into the IGrow Program designed for leadership roles.

THE OSCEOLA MARKETPLACE, Kissimmee, Florida

General Manager/Commercial Retail Property Manager 2000 - 2014

Managed daily and monthly business operations for multi-million-dollar company with clientele consisting of domestic and international tourists as well as local clientele.

Hired, trained, and supervised 35 daily employees, ten 24-hour security staff, and ten off-duty Florida highway patrol officers.

Developed and monitored monthly advertising budget of $30K budget. Items included within budget were leasing costs, accounts payable, bid packages, beer and liquor licenses and taxes, cash handling/deposits, project management, insurance, domestic/international shipping and receiving, and working with legal counsel.

Created and@ directed all advertising and marketing (i.e. TV, radio, and print in English and Spanish, billboards, aerial, buses, brochures, coupons, Disney, and local hotels). Wrote and produced on-site commercials.

Managed payroll processing, employee W-2s, sub-contractor 1099s, and payroll auditing.

Handled all food purchasing and maintained restaurant equipment including fire extinguishers and hoods systems as well as other equipment such as forklifts, golf carts, and tractors.

Contracted and managed 1,000 monthly retail vendors on a weekly, monthly, and annual basis.

Initiated, coordinated, and implemented new promotional events such as car-boat-RV shows and live entertainment involving bands, singers, and flutists on weekly basis, live radio events on a monthly and bimonthly basis, talent shows, karaoke, giveaways, and holiday special events.

Ensured compliance with local, state, and federal regulations.

Networked with local businesses through Orange County Convention and Visitors Bureau and Kissimmee / St. Cloud Visitors Bureau.Partnered with state and county officials concerning licenses, taxes, fees, permits, and inspections (i.e. health, water, sewer, solid waste, and safety).

Doubled company’s annual profit from $1M to $2M within three years and continued to maintain or increase profits.

Increased occupancy from 60% to 100% with waiting list.

Reorganized marketing and advertising to incorporate new and more effective methods and events which increased visibility, occupancy, sales, and profits.

Returned business to positive credit rating and increased cash flow within year after business was formerly insolvent with unsecured creditors and ready to be sold.

Oversaw successful removal, replacement, and upkeep of underground gas tank systems to comply with environmental regulations and certified as contaminant-free.

Marketing Director 1990 - 2000

Managed all areas of promotions, marketing, sales, and advertising.

Specialized in one-on-one advertising for The Osceola Marketplace in multimedia campaigns.

EDUCATION

UNIVERSITY OF CENTRAL FLORIDA, Orlando, Florida

Bachelor of Arts, Radio-Television Communication

DAYTONA BEACH COMMUNITY COLLEGE, Daytona, Florida

Associate of Arts, Journalism / Public Relations

PROFESSIONAL DEVELOPMENT

Various Seminars; Training in annual FDCPA, Management, Marketing, and Sales

TECHNICAL SKILLS

Microsoft Office / Microsoft Word / Excel / Clarity / Sales Force / power point / Visio / Adobe Pro / Harland – Servicing Director/ Nortridge

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