Word, Outlook, Excel, PowerPoint, Photoshop, QuickBooks and Visio.
Customer Solutions Manager01/2007 to CurrentHarley Davidson Financial Services
Responsible for leading, developing and motivating Servicing subject matter experts within Loss Mitigation.
Plan, direct and oversee department personnel while following company policies and procedures, FDCPA guidelines, Federal and State Laws, GLBA and adhering to the company core values.
Create and execute plans around expense management, staffing, service, technology and process improvements.
Continuously evaluate current performance levels, identify gaps and recommend courses of action that will lead to improved quality and customer satisfaction.
Establish collaborative partnerships with all levels within the company to be recognized as a center of excellence for the entire customer experience.
Develops strategies to promote customer retention; and supports programs/processes to increase revenue.
Provide final approval for credits, adjustments, refunds, or needing management approval to reach resolution.
Primarily responsible for developing highly skilled customer centric agents, ensuring a premier customer experience for all contacts.
Provide continuous mentoring to staff, producing elevated service to both our internal and external customers while further enhancing individual competencies.
Analyze performance data, identify trends, present findings, and propose improvements to processes, policies and procedures.
Responsible for ensuring that excellent customer service is delivered at every point of customer contact.
Identify appropriate best practices and methodologies in the areas of service and operational quality measurement and improvement.
Recommend and aid in the development of training approaches that will instill quality improvement techniques at all levels of the organization.
Provide education, facilitation and training to staff and business partners with regard to quality planning and the implementation of quality improvements.
Accountable for building customer loyalty, both internally and externally, by providing outstanding service which meets or exceeds quality, time service, and organizational expectations.
Review and approve performance evaluations, side by sides, remotes, monthly audits and disciplinary actions.
Collaborates with a variety of internal customers to develop and integrate strategies, action plans and customer-focused processes to support key business objectives.
Built and cemented relations with vendors, distributors and customers.
Reconfigured internal departmental process failures, creating solutions to pending issues.
ACHIEVEMENTS Led creation and implementation of the Consumer Retention Team within Customer Service Performed audits and enhancements for Servicing Policies and Procedures in 2007 Supported the IVR enhancement project by compiling data for telecom Created and conducted analysis for Saturday staffing needs Assisted team with creating a formal CMR Training Program.
Platinum Services Supervisor08/2004 to 01/2007Wachovia Corporation WDS/Auto Financing Division
Office of the President, Dealer Support, and Application Submission) Lead and develop 35 senior associates that possess advanced auto financing knowledge in a call center environment.
On-call and available to assist associates at our innovative call center facility.
Ensure supervisors are current on all changes in policy and procedures; and create an operating environment conductive to high employee satisfaction, development/growth, and retention while maintaining respect and dignity for all.
Implement human resources practices (wage, hour and labor law etc.), service quality assurance programs, and industry best practices.
Provide program oversight for all ongoing projects within assigned areas managing overall project commitments and delivery.
Coordinate training and rollout plans for new systems or enhancements to existing systems, campaign pilots, application/refinance offers, statement advertising, welcome call dialers, inbound/outbound call queues and dealer promotions.
Collaborate with the senior management to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the rapid growth objectives of the organization.
Create high-level PowerPoint presentations and high-level Visio charts for yearly Business Plans and Manager Matrix Conference.
Actively resolve any highly disputed escalations and reach problem resolution to customer complaints, Better Business Bureau and containment issues.
Execute staff development and process improvement techniques by consistently monitoring daily operation reports and administering internal audits.
Foster a cooperative and harmonious working climate conductive to maximize employee morale and productivity.
Collaborate with Quality Assurance and Training Development to create monitoring programs and advanced learning for the call center.
Initiation and participation in weekly conference calls to forecast service level trends while maintaining strict confidentiality.
Create and administer motivational programs that include incentives, contests, and team performance awards.
Provide performance feedback through informal communications, deficiency management, formal performance reviews and goal setting.
Participate in the interviewing process and makes hiring recommendations.
Address HR issues, such as attendance, interpersonal conflicts in the workplace, and paycheck discrepancies.
ACHIEVEMENTS Nominated as a facilitator at the 2006 Leadership Conference in Las Vegas Added to staff 14 associates and executed six pilot programs in 2006 Worked with Sales to increase application take rate from 52% to 91% Created annual organizational Business Plan PowerPoint presentations Assisted with creating specialized team from the ground floor.
Office Manager / Secretary02/2002 to 01/2004R.L. Fairless Inc
Encompass the development and management of all business processes relating to customer service, finance, accounting, HR, marketing and sales.
Responsible for overall day-to-day service and operations of the company such as answer phones, complete all filing, faxing, type memos, create complex reports, set up meetings, maintain multiple calendars, and update tracking spreadsheets.
Work independently and act as a project manager on special projects, which include planning and coordinating multiple visual presentations, disseminating information, and organizing company wide events.
Liaison between sales and marketing departments for successful implementation of marketing programs, coordination of trade shows and charity fundraisers.
Handle international and domestic travel arrangements, production of sales materials and samples, mass mailings, press releases, product specifications/updates, and customer presentations.
Proactively manage company risks including all required insurances.
Prepare quarterly federal withholding tax returns, maintain task lists and file inventories; complete tax return processing; filing and other administrative work necessary to the operation.
Process payroll for staff members on a bi-weekly basis, define child support deductions and process monthly payments, maintain and monitor corporate specific reports and record journal entries for payroll into accounting software weekly.
Manage all finance and accounting functions such as general ledger, AP, AR, multiple account reconciliation, purchase orders, invoicing, monthly balance sheets, developing productive processes, procedures, credit management, financial reporting and inventory budgets.
Administer functions including employee relations, compensation, and follow-up on pre-employment verification.
Strategically communicate marketing activities for customer acquisition, retention and growth.
Exhibits professionalism and courtesy to internal and external customers at all times.
Oversee office support including incoming and outgoing mail, supplies, reconciliation of the petty cash account, legal bills, payoffs, credit requests to the lender prepayment notices, process repaid files, and imaging.
ACHIEVEMENTS Recognized for coordinating charity events with the Dallas Stars Hockey Team and Greyhound Foundation Reduced loss company wide and effectively increased revenue and marketing strategies Controlled all Tax /IRS filings and create CPA preparation reports.