Donata Johnson

**** ****** ****. *********, ******** 60102. Cell: 847 312 abmgch@r.postjobfree.com

Objective

I am a motivated, results-oriented, customer service professional with over 28 years of experience

from various organizations. My track record demonstrates proficiency in utilizing technology to

deliver results that optimize effectiveness and efficiency. My goal is to be employed at an

organization where my skills can be utilized to benefit a corporation, while at the same time,

providing me with new opportunities for growth.

Work Experience

Wells Fargo Dealer Service, Hoffman Estates, IL. (10/2003-04/2011)

Senior Repo Specialist

• Assisted internal and external members with various inquiries, such as holds, warnings

and negative share members.

• Placed, monitored and removed lockouts pursuant to procedures outlined in the collection

manual.

• Approved all vehicles for repossession, which consisted of lien holder verification,

member notices and completing loan documents.

• Used Auto IMS to place unit with Repossession Company.

• Processed physical damage and skip claims through VSI or CPI.

• Prepared and sent notices of repossession and right of redemption.

• Prepared files for redemption of vehicle.

• Prepared title work for sale at auction, which included floor price.

• Processed auction proceeds and prepared transmittal, outlining reconciliation of sale and

expenses.

• Tracked the status of all vehicles or collateral assigned for repossession

• Filed Credit Life, warranty and damage claims with the insurance company

• Ensured the timely and accurate posting sales proceeds

United Healthcare, Matteson, IL (06/2001-05/2003)

Customer Service Representative

• Responsible for processing customer claims in the timely manner, resolving all

issues/disputes within company guidelines.

• Provided excellent customer service to both customers and physicians.

• Quickly and accurately identified customer and physician needs

• Took appropriate action, examined claims that needed to be sent for reprocessing within

guidelines.

• Exceeded call monitoring and quality standard.

• Successfully quoted benefits to members and providers.

Aon Premier Auto Finance, Chicago, IL (01/1995-04/2001)

Senior Account Representative/Supervisor

• Responsible for monitoring employees to ensure adherence to premier’s Code of Conduct

and proper collection techniques.

• Monitored employees to ensure they provided quality customer service.

• Ensured that subordinates were following company policies and procedures.

• Coaches staff to maintain a cooperative relationships with customers which results in

increased negotiated payments

• Forecasts staffing levels based on historical call volume in order to maintain

predetermined service level agreements

• Assists in the development of standardized training material that support loss recovery

activities

• Champions process improvement projects aimed at increasing loss recovery results

• Partners across organization to support process improvement strategies aimed at

improving operational efficiency

• Reinforces company’s core values and promotes and enjoyable work culture

• Performed other critical job functions as assigned

Education

McHenry County College, Crystal Lake, IL (2011-2013)

• Associate of Science Degree in Business Management May, 2013

Certifications

Business Management Principle

Organizational Leadership

Licensed Insurance Agent

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