Relations Specialist Customer Service

Carla Haynes

**** **** ****** *****, ******, TX *5232

Cell 214-***-**** ad5hqf@r.postjobfree.com

Summary of Experience

Creative customer and employee relations specialist with over 20 years of experience at the corporate and division levels. Highly organized, results-driven individual with professional qualifications in strategic planning, long/short-term goal setting. Insurance agent for life, accident, and health.

Areas of Expertise

Strategic Planning/Development Total Loss/Physical Damage

Customer Relations Specialist Portal/Web Support

Lease Customer Process Specialist Benefits Administration

HR Policy Design & Administration Labor Strategies

Intradepartmental/Agency Cooperation Account Management

Training & Development Effective Written/Verbal Skills

Loss Recovery/Skip Tracing Organizational & Administration

Professional Experience

UT Southwestern Medical Center / Urology Sept 2023 – Feb 2024

•Schedule appointments for patients

•Register new patient referrals

•Schedule nurse procedures

•Answer all incoming Urology calls

Great Lakes/Nelnet Student Loan Services-Mobile Oct 2019 – May 2023

•Assist borrowers with student loan needs

•Take payments & process refunds

•Assist with payment plans

•Submit name change request, update address, telephone number & email address

Nissan Motor Acceptance Corp-Irving TX July 2016 - June 2019

Loss Recovery Collateral Department

•Rebate processing F & I System

•Research and resolve complex customer accounts while adhering to department policies and procedures, as well as FDCPA guidelines.

•Contact charged off accounts to request payments and/or collateral to bring the account to current status in a prompt, courteous and professional manner.

•Negotiate best settlement arrangement possible and perform related internal processes.

•Utilize advanced skip tracing or collection techniques and other available resources for accounts where there has been difficulty establishing phone contact.

•Provide customer service calls regarding collection issues, process customer refunds, process & review account adjustments, resolve client discrepancies & short payments.

•Report and provide updates to Loss Recovery Team Management.

Nissan - Lease Customer Account Representative Aug 2013 - July 2016

•Follows department’s guidelines for appropriate opening

•Communication/Technical/Call resolution skills

•Educate customers on the end of term process

•Provide information on new products and special programs

•Updates account information and documents all information gained

•Interacts with inspection company to ensure customers are scheduled for a vehicle inspection prior to return.

•Assists dealers and NMAC/IFS field sales staff with questions or issues.

•Continues to help assistance with customer service department

Nissan - Customer Service Department April 2012 – Aug 2013

•Served customers by providing service and information, resolving service problems

•Responsible for updating, recording customers account information

•Maintained customer records

•Resolved service problems by clarifying the customer complaint, determining the cause of the problem. Selecting and explaining the best solution to solve problem, expediting correction or adjustment; following up to ensure resolution.

•Prepared product or service reports by collecting customer information and analyzing customer needs.

•Prepared service reports by collecting and analyzing customer information.

•Contributes to additional team efforts in portal and insurance (total loss/physical damage claim services).

Dallas County Adult Probation-Dallas, TX Nov 2011 – Jan 2012

HR Clerk

•Worked with governmental agencies/policies

•Provided career management and design (Internal/and outplacement)

•Supported personnel recruitment and job placement

•Maintained employee records

Education & Professional Development

Wilmer Hutchins High School, Hutchins, TX

Dallas Court Reporting College, Dallas, TX

Certificate for Life, Accident, Health HMO General Lines Agent

Texas License No. 3133934 Mississippi License No. 11015973

Software Skills

Microsoft Applications RCMS Siebel

Lemans People Net Shaw

Ultra Pro Word Perfect Collateral Management

Mainframe Lexis Prod Cics

Nexus Recon ATN/CVS Recovery 1

HRIS Facebook POPS

Workspace Vision

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