Experience

Pinnacle Home Improvements

• United Kingdom
• Construction

• Finance Manager

  • Sep 2019 - Present

  Nashville, Tennessee, United States

• Front Office Manager

  • Sep 2019 - Feb 2022



Check Into Cash

• United States
• Financial Services
• 700 & Above Employee

• Process Improvement Specialist

  • Aug 2013 - Feb 2022

  Work from home -Ensure that new and existing product functionality are reliable, defect free and function as intended -Work closely with development and other QA staff to identify and report defects in a detailed and efficient manner -Complete agent chat evaluations on a monthly basis -Analyze data fed through numerous customer communication channels and identify anomalies to improve the customer experience -Demonstrate strong written communication



Case Restoration Co.

• United States
• Construction
• 1 - 100 Employee

• Team Coordinator

  • Jul 2019 - Sep 2019

  Greater Nashville Area, TN -Provide the highest level of service by aiding the process of property restoration. -Ensure clients are provided with timely and professional contact throughout course of home repair -Advocate a smooth process by accurately managing schedules of Project Managers/Site Supervisors and facilitating open communication -Coordinate multiple priorities and demonstrate initiative in completing projects -Conduct Quality Check calls to customers in search of feedback and… Show more -Provide the highest level of service by aiding the process of property restoration. -Ensure clients are provided with timely and professional contact throughout course of home repair -Advocate a smooth process by accurately managing schedules of Project Managers/Site Supervisors and facilitating open communication -Coordinate multiple priorities and demonstrate initiative in completing projects -Conduct Quality Check calls to customers in search of feedback and identify opportunities for improvement -Collection Assistance- Collect deductibles, progress payments, and final payments Show less



Axcess Financial

• United States
• Financial Services
• 200 - 300 Employee

• Customer Care Team Leader

  • Jul 2006 - Oct 2012

  United States -Provide leadership, communication, coaching, professional development & skills enhancement to teams (8-15 individuals)handling incoming calls and emails. -Drive results through establishing team goals -Monitor and evaluate customer service inbound calls -Build a successful team with direction, involvement of others and modeling commitment -Deliver high impact verbal and written communication -Analyze reports to determine results and identify needs for… Show more -Provide leadership, communication, coaching, professional development & skills enhancement to teams (8-15 individuals)handling incoming calls and emails. -Drive results through establishing team goals -Monitor and evaluate customer service inbound calls -Build a successful team with direction, involvement of others and modeling commitment -Deliver high impact verbal and written communication -Analyze reports to determine results and identify needs for change -Ensure compliance w/operational instructions and state regulations -Ensure high level of client/customer satisfaction, client relations & quality standard -Coordinate multiple priorities and demonstrate initiative in completing projects -Analyze department performance and proactively identify and implement strategies to improve quality, productivity & profitability -Identify and address training & development needs

• Collector 1 & 2

  • Feb 2007 - Aug 2008

  Support to team lead Handle escalated calls Participate as a Mentor Trainer *Train/mentor new employees Input recommendations for improving procedures and strategies *Testing for Latitude System transition *Development of New Employee training manual Maintain/exceed assigned monthly goals *Included: Dollars collected, contribute to debt/fee maintenance, calls Data Verification Make outbound calls to customers/ take inbound calls from customers while… Show more Support to team lead Handle escalated calls Participate as a Mentor Trainer *Train/mentor new employees Input recommendations for improving procedures and strategies *Testing for Latitude System transition *Development of New Employee training manual Maintain/exceed assigned monthly goals *Included: Dollars collected, contribute to debt/fee maintenance, calls Data Verification Make outbound calls to customers/ take inbound calls from customers while adhering to FDCPA compliance Use of skip tracing tools to locate new customer information (Lexis Nexis)

• CSR 1 & 2

  • Jul 2006 - Feb 2007

  Support to Team Lead, prioritize daily work Assist in training new employees Input recommendations/strategies for improving procedures Miscellaneous tasks assigned by management or supervisor Educate customers of refinance option, follow up customer service calls & emails Close ACH file at end of day Recognized as top performer



Cashland

• Financial Services
• 1 - 100 Employee

• Collector

  • Jan 2005 - Jul 2006

  Recovery of defaulted checks Financial assessments Report to manager for effectiveness of policies/collection strategy Legal Recovery (asset investigation, wage garnishment) in accordance with the FDCPA



Towne Athletic Club

• United States
• Wellness and Fitness Services

• Membership Director

  • Mar 2004 - Jan 2005

  Securing new members to athletic club Responsible to the Executive Vice President in membership communications and follow-up for new applicants Created objectives for new memberships and retention of current memberships *Required to be self starter, create attainable goals, and project month end performance