, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Self-Motivated leader who leads through department directives, and champions change. Strategic thinker and skilled problem solver with the ability to be flexible and opened-minded in dealing with both Customers and Team Members internally and externally. Consistent top performer in monthly Quality Monitors and Key Performance Indicators. Provides exceptional customer service using the knowledge through the execution of Consistency, Approachability, Respect, and Empathy.
Skills
Recruitment and Hiring
Budget Control
Human Resources Oversight
Mathematical Calculation and Reasoning
Business Leadership
Quality Assurance
Team Leadership
Data Analysis
Negotiation
Customer Service
Teamwork
Work History
05/2020 to CurrentExecutive Office Case Specialist IIBluelinx Corporation | Portland, ME,
Reviews and resolves high risk, confidential, and Attorney-Client Privilege complaints received from Commercial Clients from various sources
Works with diverse partners including Legal, Risk and Compliance Operations, Commercial Real Estate, Treasury Management, Commercial Capital, and Corporate Investment Banking to research root cause of complaint
Draft letter to clients to advise of status in different stages of complaint
12/2018 to 06/2020Fraud and Claims Ops Manager IUs Bank | Glendale, CA,
Develop Team Members through conducting monthly 1:1's, team meetings, and fostering career progression through the available recourses of Develop You and Star 12.
Compiles, analyzes, and distributes Adherence data to the line of business to identify gaps in scheduling and negative team member behavior trends to ensure we are meeting and exceeding our service level agreements.
Communicate company and unit policy, procedures, and practices to customers and agents.
Evaluate talent pool while setting clear performance expectations.
Performing budgetary, product and or business case analysis.
Researching/analyzing special projects such as our Rep by Role reporting, Team Members All Release Claims reporting, along with the process ownership of our 60 day role.
Managing the workflow of the team to ensure the quality, timeliness and accuracy of all work processes.
Development and implementation of standardized work processes across the department through various process owner groups.
Participate in audit/exam preparations, as well as managing business safety and soundness through day-to-day risk management.
11/2017 to 12/2018Account Resolution Team LeadHealthcare Partners | Lucerne, CA,
Consults with business leaders on creating action plans to address errors in our High Risk areas.
Consults with Policy and Procedure partners to enhance search options with commonly used terms to better assist our Team Members.
Coordinates with other lines of business to setup job shadows for team members seeking career advancement opportunities in another line of business.
Coordinates with our scheduling assistant team (IEX) to make sure we have adequate coverage across the floor when pulling a Team Member for training.
Facilitates Negotiation Workshops to increase solution rates, decrease delinquency levels, increase Kept Rate, as well as to enhance customer loyalty through quality conversations.
Facilitates Compliance Tracker training to ensure Team Members are staying compliant with our dialing regulations.
Implements a strategic coaching and side by side schedule to ensure all new hires receive the proper amount of feedback during the onboarding process.
Analyzes and tracks data from Survey Monkey about performance in Key Performance Indicators and overall team member satisfaction to ensure the best onboarding process for New Hires.
Analyzes and reviews team member coaching forms/logs to identify high impact coaching activities and to determine best course of action, whether individual coaching or department wide training.
10/2016 to 11/2017Collections SpecialistMarriott Vacations Worldwide | Myrtle Beach, SC,
Participated in Phase 1 of WFHM to WFDS transition.
Helped on board Phase 2 collections group.
Active Subject Matter Expert for phase 2 collections group tasked with providing guidance to team members on policies, procedures, and system navigation.
Assists fellow Team Members with questions.
Coordinated with leadership to hold bi-weekly roundtables to share best practices with Team Members and new hires.
Facilitated monthly Team Meetings/Huddles.
Monthly Coaching/Upskills to help struggling team members program.
Implemented negotiation techniques to provide underperforming team members opportunity to walk through real-life customer scenarios in a safe environment.
Assisted fellow collectors with Line of Business Complaints.
Assists Supervisor with weekly and monthly performance reports.
Developed a negotiation job aid for the floor.
Developed the Team Lead/ Collection specialist daily tracker.
05/2016 to 10/2016Collector 3Asset Mark | Austin, TX,
Active mentor in the mentoring program.
Help on board new hires by presenting Day in the Life of a Collector.
Shares best practice with team members and new hires.
Presented negotiation techniques to struggling team members.
Assists fellow collectors with 2nd talk offs to provide better solutions for customers.
06/2015 to 05/2016Collector 2Wells Fargo | City, STATE,
Selected to assist new team members as a subject matter expert.
Active mentor in the mentoring program.
Present a Day in the Life of a Collector to the new hires.
Quality captain IQOR/Verizon Wireless.
03/2014 to 06/2015Collections RepresentativeIqor | City, STATE,
Take inbound calls from past due customer regarding their delinquent cell phone accounts.
Negotiate for total amount due or set up acceptable payment arrangements to bring the customer account current.
Resolve inconsistencies and prepare adjustments on accounts as needed.
03/2013 to 03/2014Sales AssociateShoeteria | City, STATE,
Greeting each customer that comes into the store in a warm manner.
Assisting customers with purchase decisions.
Identifying customer needs.
Cultivating successful relationships with retail customers Awards and Accomplishments.
Graduated from Leadership Academy Track 1 & 2.
2016 Service Conference award winner.
Participated as a mentor in the CIP program.
Participated in the collection incentive focus group.
Education
Expected in | General StudiesMesa Community College, Mesa, AZ, GPA:
Expected in 05/2013High School Diploma | Marcos De Niza High School, Tempe, AZ, GPA:
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