Experience

OpenRoad Lending

• United States
• Financial Services
• 1 - 100 Employee

• Loan Care Agent

  • May 2017 - Present

  Fort Worth, Texas



City Loan

• Client Contact Center Manager

  • Nov 2013 - Mar 2015

  Long Beach, CA / Fort Worth, TX Call Center Manager



ACE Cash Express

• United States
• Financial Services
• 700 & Above Employee

• Pre-License Training Manager

  • Dec 2012 - Feb 2013

  Irving, TX After a change in the organization, I facilitated classes to prepare employees to take and pass their Limited Lines Property and Casualty state exam. I was very successful with this although I'd only been licensed a few months myself. It was very rewarding to have attendees pass the exam after attending my class.

• Insurance Sales and Marketing Trainer

  • Nov 2011 - Dec 2012

  Irving, TX I trained Sales and Marketing to Center employees. I hold a General Property and Casualty License in the state of Texas and Non-Resident Agent License in 11 other states.



CASH AMERICA INTERNATIONAL

• Learning Consultant

  • Jan 2001 - Jul 2011

  2011 Scope of services included on-boarding, compliance, sales and service, leadership development, systems training, and new product roll-outs. Accountable for determining the most effective methods to design, develop and deliver learning solutions that aligned with business objectives and goals. Planned weeklong flagship training events for 65+ participants and remained within or under budget for each event. Contributed to an award winning training team (Brandon Hall Gold, Best… Show more 2011 Scope of services included on-boarding, compliance, sales and service, leadership development, systems training, and new product roll-outs. Accountable for determining the most effective methods to design, develop and deliver learning solutions that aligned with business objectives and goals. Planned weeklong flagship training events for 65+ participants and remained within or under budget for each event. Contributed to an award winning training team (Brandon Hall Gold, Best use of videos, and Best Learning Center by Learn.com). Consistently met timelines and deadlines. Auto Equity Administrator2004 - 2006 Managed all aspects of the Auto Equity Department, a newly acquired product. Supervised staff of Customer Service Representatives and maintained issuance of funds for each loan. Introduced the product of Auto Equity companywide. Developed and delivered training of the new product. Rolled out acquisition of newly acquired west coast store locations. Performed location audits to ensure the company was in compliance with the State of California lending laws. Achieved a record year of loans processed. Decreased abandoned rate of incoming customer calls.

• Field Trainer

  • Dec 2006 - Dec 2008

  Principle Accountabilities: Scheduling, training need assessments and evaluation Prepare training and procedural manuals used for different levels of Management Attended periodic seminars, forums and meetings to ensure currency of job related education Manage team of mentor managers Manage Cash America University for all business segments Oversee the training budget for Cash America University Exemplify company strategic mandates and core values Project… Show more Principle Accountabilities: Scheduling, training need assessments and evaluation Prepare training and procedural manuals used for different levels of Management Attended periodic seminars, forums and meetings to ensure currency of job related education Manage team of mentor managers Manage Cash America University for all business segments Oversee the training budget for Cash America University Exemplify company strategic mandates and core values Project management Communicate effectively in visual, oral and written form Travel up to 70% of work time Facilitate training sessions

• Auto Equity Loan Administrator/Trainer

  • Dec 2004 - Dec 2006

  Principle Accountabilities: Approval or Denial of potential customer applications Pulling Credit and DMV reports Processing and Underwriting of Auto Equity Loans Updating daily production reports Maintaining loan and bank ledgers Closing Auto Equity loans Working closely with the Field Support Team of California Training, development and coaching of 2 CSR's Traveled 50% of work time (alternated work weeks between TX and CA) Facilitate training classes

• Lead Customer Service Specialist

  • Sep 2001 - Dec 2004

  I handled escalated inbound Customer Call regarding loan accounts, ACH problems. Daily contact with banks to resolve ACH fails. Team Lead for 12 employees.

• Sr. Lead Customer Service Representative

  • Jan 2001 - Jan 2004

  Established customer service department in the corporate office to service locations in 17 states after coming onboard through a temporary staffing agency. Provided quality control and supervision, enabling the department to be successful. Professionally handled all escalated calls in order to satisfy customers. Significantly reduced the number of ACH fails and charges-offs by 17%. Pauline Nannette BryantPage Two



Nissan Motor Acceptance Corporation

• QC Coordinator and Payday Loan Underwriter

  • Sep 2001 - Sep 2004

  Providing support for more than 400 Payday Loan shops Processing income verifications via e-fax and fax Bankruptcy charge-offs Production audits for Customer Service staff Tracking and logging calls in HEAT Miscellaneous cash disbursements Handling escalated calls Generation of Collection Letters Resolving ACH fails PDA - Policy/Procedure Trainer during the California Acquisition Prepared training and activity material Facilitated PDA Policy and Procedure… Show more Providing support for more than 400 Payday Loan shops Processing income verifications via e-fax and fax Bankruptcy charge-offs Production audits for Customer Service staff Tracking and logging calls in HEAT Miscellaneous cash disbursements Handling escalated calls Generation of Collection Letters Resolving ACH fails PDA - Policy/Procedure Trainer during the California Acquisition Prepared training and activity material Facilitated PDA Policy and Procedure training Provided ground support at shop level Show less



Transaction Processing Coordinator

• Financial Processing Coordinator

  • Jan 1997 - Jan 2001

  Facilitated and collaborated lockbox meetings weekly with J.P. Chase. Processed customer account adjustments for lease and retail. Received and resolved more than 150 calls daily. Resolved unidentified funds to ensure timely processing.



Nissan Motor Acceptance

• Transaction Processing/Lead Customer Service

  • Aug 1990 - Jan 2001

  Hold weekly meeting to resolve unclaimed funds that were received at a lockbox but was not identified to a customer. Resolved reconciliation issues.

• Sr. Customer Service Lead

  • Jan 1990 - Jan 2001

  Automated the Customer Correspondence Department. Take inbound and make outbound calls to resolve customer Lease or Retail issues. Dealt with Gap Insurance and the replacement of total loss vehicles with like vehicles.

• Senior Customer Service Representative

  • Jan 1990 - Jan 1997

  Implemented an automated customer correspondence division. Received and resolved 100+ calls per day. Reduced a transition period for consolidation of 23 regional offices from 1 year to 3 months. Identified training and functional needs of customer service.