Paradise Valley High School
Graduated with 3.5 GPA
Results-driven professional with significant experience in development and execution of winning operations strategies in advancement of top-level corporate objectives. Dynamic leader with a commitment to quality and excellence. Reputation for advancing successful business initiatives, leveraging core strengths, and working diligently to ensure peak operational performance.
Graduated with 3.5 GPA
Changing lives! Handling inbound/outbound calls from multiple sources. Providing premier experience for all clients by helping reshape their credit report. Maintaining compliant, providing a high level of professionalism, honesty, and drive in a high-volume working environment.
Handling inbound and outbound calls with existing members advising them of new products and services. Direct-Buy now offers providing one-call resolutions. Actively listening to members feedback on their current experience with their gold level membership, persuading members to upgrade current memberships to platinum level. Maintaining timely follow-up to provide premier customer service experience for all members. Managing tracking reports of all upgrades. Assisting members booking all travel needs. Handling all complaints effectively by building relationships with other departments to expedite resolutions for all members needs.
Monitoring random calls to improve quality. Minimize errors and track call center staff performance. Creating team rotas to ensure the call center is manned effectively during core hours. Kept accurate record of all center information and statistics. Assisted representatives with closings and personalized coaching. Conducted constructive conversations with under-performing staff. Excellent organizational skills and providing administrative support to staff across the call center. Making sure quality was maintained while running a top performing team.
Negotiating on post charge off auto loan. Skip tracing to locate unrecoverable vehicles. locating customers that have unresolved deficiency balances post repossession/ charge-off. Making outbound calls to collect unpaid balances and negotiating with customers to find the best resolution for the bank and the customer. Tracking all existing on-going arrangements. Negotiating lump sum settlements and payment plans. Conducting all new hire training classes and also re-training representatives that were not meeting their goals. Conducted interviews, side by sides, and quality reviews. Exceeding departmental goals each month in a fast paced environment
Collecting on past due auto loans ranging from 1-120 days delinquent. Negotiating arrangements to assist the customer with keeping their vehicle and preventing potential loss for the customer and the bank. Tracking accounts that had ongoing payment arrangements and finding the best program for the customer by listening to the customers needs and situation. Skip tracing to locate customers that have had no contact or to locate vehicles that have been assigned for repossession. Work with outside vendors and other departments to maintain high resolution ratio. Assisted management with training new hires, report tracking monthly reviews and quarterly reviews. Maintaining my job duties making sure my goal and all team requirements were met and exceeded.
Available upon request