senior specialist ii resume example with 6+ years of experience
Highly driven to promote and skill our talented teams into driving success across the business. Subject matter expert in Auto Collections, Auto Servicing, Card Collections including several internal units, and Overdraft Collections. Able to train and communicate complex concepts and procedures clearly.Forward-thinking Operations Specialist bringing over 6 years of expertise in Quality. Critical thinker who can work with individuals to optimize project goals, resolve complex problems and deliver innovative improvement strategies. Able to offer experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of QA terms, tools and methodologies. Committed to improving overall business processes.
- Research and Analytical Skills
- Quality Assurance
- High Level of Independent decision making
- Problem-solving skills
- Communication proficiency
- Staff mentoring
- Active listening
- Critical thinking
- Excellent Time Management
- Ability to Multi Task
- Training & Development
- Organizational skills
- Flexible
- Curriculum planning and implementation
- Leadership skills with the ability to take necessary actions when required
Franklin, TN, 07/2015 - 07/2016
- Notified customers of delinquent accounts with attempt to collect outstanding amounts on Credit Cards and Bank Accounts.
- Remained calm, stayed professional and provided exceptional service on calls, even during difficult scenarios.
- Processed payments over phone and set up recurring drafts.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Recorded and updated customer personal accounts with accurate contact information.
- Met demands of busy collections group by performing high volume of daily calls.
- Negotiated credit extensions to assist customers in paying overdue accounts.
- Maintained consistent high performance by establishing solid record of achieving or exceeding objectives through empathy and active listening.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
West Virginia, WV, 08/2016 - 08/2019
- Identified key issues regarding workflow processes by assisting with Targeted quality reviews.
- Provided support to department by assisting with special assignments and projects.
- Advised staff and customers through audits and remedy compliance issues.
- Planned and executed compliance audits to check company policies, procedures and controls.
- Developed organizational methods and policies, implementing training initiatives to deliver ongoing awareness of and compliance with established procedures.
- Adhered to deadlines in optimizing regulatory and operational performance.
- Collected, input and analyzed information to make effective evaluations of company operations.
- Managed monthly communications including maintenance of Team Assignment calendar.
- Created and implemented employee training material on all Target Review Projects prior to moving into new role.
- Participated in trainings/activities as continuous improvement for development and enhancement.
- Stayed up to date on latest trends, standard practices and compliance requirements.
- Utilized effective research, extensive study and active questioning skills to maintain working knowledge of multiple Lines of Business procedures.
City, STATE, 08/2019 - Current
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Monitored completed work and provided feedback to improve team member performance.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Investigated performance to maintain employee adherence to quality and safety policies.
- Implemented internal auditing practices to create standards and statutory obligation compliance reports.
- Counseled management on actions required or prohibited by government regulations to promote compliance.
- Collaborated with leadership to devise strategies to improve processes and risk controls as well as implement new systems and best practice guidelines.
- Developed organizational methods and policies, implementing training initiatives to deliver ongoing awareness of and compliance with established procedures.
- Advised managers on organizational policies and recommended needed changes.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Mentor team member's on strategies and best practices to maximize performance.
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Resume Overview
School Attended
- Mccollum High School
- San Antonio College
Job Titles Held:
- Senior Specialist II
- Operations Specialist III
- Quality Specialist IV
Degrees
- High School Diploma
- Some College (No Degree)
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