Escrow Coordinator

• Apr 2021 - Present

Lease End Specialist

• Sep 2020 - Apr 2021

Responsible for the West Region portfolio, handling 400-500 accounts on a monthly basis. • Manage portfolio to ensure lease end resolution through outbound calling and e-mail communication; established track record of meeting and exceeding goals and minimizing loss exposure. • Identified improvement opportunities in internal reporting; partnered with management and IT colleagues to turn ideas into standard processes. • Trouble-shoot escalated customer service issues, mediating conversations between customers, sales marketing management and dealerships. Show less

Lease End Advocate

• Jul 2019 - Sep 2020

Responsible for handling inbound calls from customers reaching lease maturity. • Selected by Leadership to serve as Regional Advocate to provide ongoing back-up support to the Specialist position. • Achieved customer satisfaction results of 98.7% positively influencing brand loyalty. • Identified knowledge gap between new vehicle manufacturing and lease end specialists; collaborated with previous team to analyze issue; develop solution and present findings to department.

IQS Specialist

• Nov 2016 - Jul 2019

Facilitated outbound customer call campaigns with new MINI/BMW/Rolls Royce vehicles to gather insights on their experience post-purchase. Compiled data and presented insights, leading to vehicle enhancements. • Identified key vehicle issues, summarized data and presented to BMW designers and engineers during bi-weekly conference calls resulting in changes to the production lines at BMW Factories. • Developed job skills training program with IQS Training Coordinator used for bi-weekly new employee training/orientation.• Represented the team during the 2018 MINI Takes the States event; collaborated with MINI USA on customer engagement strategies including the “sign the bonnet” promotion. Show less

Account Manager

• Jun 2016 - Oct 2016

Responsible for acquiring accounts within assigned geographic territory. • Analyzed customer needs and employed solution-based selling techniques to demonstrate value of T-Mobile and Star Energy products and services. • Negotiated and closed deals. Responsible for acquiring accounts within assigned geographic territory. • Analyzed customer needs and employed solution-based selling techniques to demonstrate value of T-Mobile and Star Energy products and services. • Negotiated and closed deals.

Intern Bulls Vision

• 2014 - May 2015

Responsible for duties assigned by the Bulls Vision Producer on all digital media production of USF’s Spring Athletic events. • Recorded live shots during men’s/women’s basketball, baseball and softball games; edited raw footage to create highlight reel content for Bulls website. • Collaborated with the Marketing Department to run video board during games, enhancing the public’s experience during the event. • Worked with Adobe Premier and Photoshop, Final Cut and After Effects programs to create online content, such as player headshots and game highlight videos for the Bulls website. Show less