account resolution team lead resume example with 11+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - - -
Professional Summary

I have 10 years of successful experience in excellent customer service and the ability to work well with others. I bring a wealth of proven success in leadership, operational excellence and organizational development with a keen understanding of elements of the business. I have been recognized consistently for performance excellence and contributions to success in the industry for inspiring management team members to excel and encouraging creative work environments. I have experience in policy development and staff management procedures positively impacting overall morale and productivity. I carry an excellent reputation for resolving problems, improving customer satisfaction, driving overall operational improvements and saving costs while increasing profits. I bring a positive, enthusiastic and eager personality to contribute to team success through hard work, attention to detail and excellent organizational and communication skills. I'm motivated to learn, grow and excel in an established company.

  • Effective team leadership and supervision skills
  • Account management and updating
  • Finance and accounting operations
  • Team-oriented and dependable
  • Team meeting management
  • Motivational leadership style
  • Hiring and onboarding team members
  • Excellent team-building skills
  • Customer retention
  • Financial Advising
  • Risk assessment
  • Staff management
  • Profit and loss management
  • Audit preparation
  • Loan application evaluation
  • MS Office proficiency
  • Service standard compliance
  • Training development aptitude
  • Strategic sales knowledge
  • Professional telephone demeanor
  • Money handling abilities
  • Report preparation
  • Complaint resolution
  • Recordkeeping strengths
  • Strong computer and decision making skills skills
  • Excellent presentation and strategic planning skills
  • Excellent analytical and problem-solving skills
  • Organization and prioritization skills
  • Multi-tasking and strong negotiation skills
  • Great critical thinking and data interpretation skills
  • Strong written and verbal communication skills
Work History
06/2017 to Current
Account Resolution Team Lead Healthcare Partners Descanso, CA,
  • Train, manage, and coordinated multiple team members to exceed metrics and goals. This includes creating schedules, conducting training, measuring job performance gaps and conducting feedback sessions.
  • Conducted training and change management processes to improve operations.
  • Determine and recommend methods to address improvement opportunities.
  • Offer data-driven recommendations aligned with overall company strategies and prioritized process improvement initiatives.
  • Adhere to established policies, procedures and compliance for satisfactory audit rating.
  • Follows quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Resolves conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
  • Identifies and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
  • Negotiates agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
  • Investigates and resolved customer complaints to foster satisfaction.
  • Welcome visitors to the office and communicate arrival to the team and managed visit expectations.
  • Partner with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
01/2015 to 06/2017
Collector 2 Hope Credit Union / Hope Enterprises West Point, MS,
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Negotiated with accountholders to devise repayment plans and minimize collections receivables.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Used skip tracing and other techniques to locate debtors.
  • Maintained a high volume of calls to meet the demands of the busy group.
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Monitored accounts for compliance with established payment plans and flagged those in violation.
  • Trained new team members on scripts, company services, performance strategies and provided mentoring.
  • Maintained compliance with fair debt practices and regulatory guidelines.
  • Evaluated, researched and resolved discrepancies.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Achieved performance goals on a consistent basis.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on all calls while maintaining a calm and professional demeanor in challenging circumstances.
  • Directed day-to-day collections functions, including recruiting, training and developing high-performing teams.
09/2013 to 01/2015
Phone Banker 2 Wells Fargo Phone Bank City, STATE,
  • Directed incoming calls to internal personnel and departments, routing to the best-qualified entity to respond to callers' needs.
  • Responded to customer inquiries with patience and positivity to establish an excellent first impression.
  • Assessed clients' financial situations to develop strategic financial planning solutions.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Executed wire transfers, stop payments and account transfers.
  • Maintained friendly and professional customer interactions.
08/2009 to 09/2013
Assistant Branch Manager First Convenience Bank City, STATE,
  • Implemented process improvements to increase productivity.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
  • Supervised branch employees and made recommendations regarding performance evaluations.
  • Built rapport with account holders by reaching out with product recommendations and account updates.
  • Maximized efficiency through effective resource allocation and employee management.
  • Developed sales strategy to meet established sales objectives.
  • Assessed budget plans and present costs to forecast trends and recommend changes.
  • Reviewed credit applications for risk factors and credit-worthiness.
  • Demonstrated knowledge of branch financial products, including loans and lines of credit.
  • Developed and managed employee schedules, balancing individual requests and requirements with business needs.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Collaborated with tellers, universal bankers, and personal bankers to exceed sales goals.
  • Attained expert level of product knowledge, becoming the go-to person for major sales and vendor negotiations.
  • Wrote and administered employee performance reviews to monitor customer service and personal sales of the team members.
  • Supervised and evaluated staff, including other assistant managers, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Advanced to keyholder and assistant manager-in-charge in manager's absence.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
Expected in 01/2022 to to
Bachelor of Science: Criminal Justice And Law
Southern New Hampshire University - Hooksett, NH
Expected in to to
: Law (Pre-Law)
Tarrant County College District - Fort Worth, TX
Expected in 05/2008 to to
High School Diploma:
Southwest High School - Fort Worth, TX

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Resume Overview

School Attended

  • Southern New Hampshire University
  • Tarrant County College District
  • Southwest High School

Job Titles Held:

  • Account Resolution Team Lead
  • Collector 2
  • Phone Banker 2
  • Assistant Branch Manager


  • Bachelor of Science
  • Some College (No Degree)
  • High School Diploma

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