Candidate has twenty years of proven customer care, administration, training, and public relations experience demonstrating excellence, attention to detail, and skilled organizational qualities. As an effective communicator both orally and through written material, candidate inspires an atmosphere of appreciation, teamwork, and high morale among co-workers and subordinates. As a reliable self-starter and quick learner, candidate is diligent, creative, and demonstrates the initiative to see that each project is completed on schedule and surpasses set standards. Individual is results driven and possesses personality plus, with the ability to work, communicate, and relate to people from all walks of life. Core Knowledge & Skill Set APR's, Contracts, and Loan Terms * Microsoft Office Software Excellent Customer Service Skills * Call Center Environments Staff Recruiting, Training, and Management * Public Speaking/Presentation Organization and Effective Time Management * Problem Solving/Self Governing High Volume Loan/Collections Environment * Efficient Multi Tasking
DELINQUENCY CONTROL COUNSELOR I, II,III, 02/2016 to Current NAVY FEDERAL CREDIT UNION – Pensacola, FL
Earned an Overall Exceeds Expectations on PAR Promoted to Delinquency Control Counselor II in June 2016 Maintained an overall average of 99% on Quality Assurance Consistently performed in top 3% of Monthly 1-30 Incentive Scorecard Controlled delinquency on 1-30 day past due Consumer/Credit Card loans by contacting members and analyzing the financial situation.
Contacted delinquent members in an attempt to cure delinquency utilizing all payment options and loss mitigation tools offered by Navy Federal Obtained detailed financial information from delinquent members and analyzes information gathered to determine optimal solutions for curing delinquency Notated members arrangements in Collection systems, reason(s) for delinquency, and any bankruptcy/charge-off alternatives offered to members Maintained working knowledge of the Fair Debt Collection Practices Act, Fair Credit Reporting Act, state consumer protection laws and Service Members Relief Act (SCRA) Performed manager share transfers for amounts up to authorized limits.
BRANCH MANAGER, 01/2015 to Current FAST PAY DAY LOANS – Pensacola, FL
Responsible for day-to-day running of high grossing pay day loan branch Achieved/Earned top honors in growth of daily operating budget by increasing number of accounts by 30% in first 6 months in leadership Decreased number of delinquent accounts by collecting unpaid debt and bringing losses down from 6 percent per month to under 2 percent utilizing skip tracing methods and negotiating skills Operating with knowledge of Florida State Compliance Laws and Fair Debt Collecting Practices Engaging Customers and providing excellent customer service Acquired strong knowledge of loan writing, terms, and contracts and explaining such to clients; determining customer eligibility Hiring, Training, and Managing new hires in my branch as well as others Generate and follow up potential leads to increase volume of business Handle cash, debit transactions, and checks in excess of $130,000 Deposit funds into bank and responsible for receipting and reconciliation Participate in, and donate to community events in an effort to market the business Performing Bi-Weekly Audits of Checks and Accounts for Compliance Purposes.
CUSTOMER SERVICE/SALES REPRESENTATIVE, 11/2013 to 01/2015 FAST PAY DAY LOANS – Pensacola, FL
Demonstrated strong collection skills by calling customers and documenting in necessary program Operating with knowledge of Florida State Compliance laws and Fair Debt Collecting practices Engaging Customers and providing excellent customer service Acquired strong knowledge of loan writing, terms, and contracts and explaining such to clients; determining customer eligibility Performing Bank Verification of Funds and setting necessary ACH remittances Generating and Mailing Necessary Default Letters and Certified Demand For Payment Letters at appropriate time Validating deposit slips from bank and making sure all funds are reconciled.
Excelled in Customer Care Agent position and Promoted to Job Coach in March, 2011.
Supervised/Coached group of 16 individuals chosen to work overnight shift providing digital customer care.
Provided support to agents through job functions and product knowledge.
Reviewed agent performance and provided necessary counsel.
CUSTOMER SERVICE REPRESENTATIVE/E-SUPPORT SPECIALIST, 10/2010 to 03/2011 PUBLISHERS CIRCULATION FULFILLMENT – Pensacola, FL NEW YORK
Attended to the needs of New York Times Customers by providing excellent customer service in the area of product delivery, account maintenance, payments, and account retention in high volume call center environment Demonstrated the ability to learn and comply with company policies, procedures and standards, resulting in upward mobility via promotion Met and exceeding expected retention goals and quality assurance standards Demonstrated the ability to self-govern and show initiative to thrive with very little supervision Acquired and demonstrated knowledge of both home delivery and digital products and responded to customers' needs via telephone and email communication.
CUSTOMER CARE REPRESENTATIVE, 07/2008 to 09/2009 WEST CORPORATION – Pensacola, FL
Provided quality customer care for nation's largest communication company in call center setting Catered to customers' needs, servicing their accounts and making up sales where applicable Troubleshot customer equipment and demonstrated problem solving skills Developed customer relations and maintained, as well as retained, customer accounts Multi-tasked, working within several software applications simultaneously Supersede quality standards and company set standards for production and time management.
PUBLIC RELATIONS DIRECTOR, 12/2006 to 06/2008 WATERFRONT RESCUE MISSION – Pensacola, FL
Produced all Public Relations Materials for this non-profit organization (i.e.
newsletters, website) Produced, directed and scripted ministry television broadcast Managed advertising accounts and portfolios Coordinated volunteer programs and large community outreach feedings Served as the liaison for media/public affairs (interviews, mission fairs, volunteers fairs).
CHIEF ADMINISTRATIVE OFFICER, 11/1996 to 11/2006 ANOTHER DIMENSION W.O. MINISTRIES – Wetumpka, AL
Responsible for ay-to-day operation of growing non-profit evangelistic ministry Recruited, trained and groomed staffers to meet professional standards and expectations Supervised 16 full-time staffers as well as a host of part-time employees and volunteers Oversaw as well as wrote for ministry publications and newsletters Hosted weekly television and radio broadcasts Prepared meeting agendas as well as outreach and revival schedules Coordinated programs to facilitate community outreach and organizational growth as well as recruited volunteers and community ambassadors.
Bachelor of Science: UNIVERSITY OF FLORIDA - Gainesville, FL
Honors Graduate: 1984 BOOKER T WASHINGTON HIGH SCHOOL - Pensacola, FL