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Customer Service Administrative Assistant

Location:
Grand Prairie, TX
Posted:
September 17, 2018

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Resume:

Marie Wright

**** ********* *****

Grand Prairie, TX 75052

484-***-****

ac62v8@r.postjobfree.com

https://www.linkedin.com/in/marie-wright-ba6746b

Customer service professional, with strong work ethics. Ability adapt quickly, prioritize work and meet deadlines, in a changing environment. Self-starter, analytical, with high attention to detail and accuracy. Strong verbal, written, and interpersonal communication skills. Ability to build relationships with internal and external customers and all levels of an organization, through strong collaboration and partnering skills.

Business Experience

Wells Fargo Dealer Services Blue Bell, PA

Loan Administration Manager 11/2015 – 02/2018

Managed schedule and productivity of 6-8 team members, funding approximately $3 million/day.

Ensured department was delivering excellent customer service, by auditing loan documentation daily, to identify and correct missed opportunities, when applicable.

Made employment decisions, setting performance standards and development plans.

Resolved escalated issues, through strong problem-solving and communication skills.

Mitigated regulatory and compliance risk, through proper training and reviewing corporate Policy and Procedures (P&P) updates, changing departmental procedures, when necessary.

Executed monthly Operations team audits by using random samples and addressing any potential errors immediately and tracking results over time.

Conducted formal and informal performance evaluations.

Performed Welcome Calls, when necessary, to ensure customer satisfaction and loyalty.

Regular communication with auto dealers, to discuss federal guidelines and corporate updates. Increased profitability for both companies and gained satisfied end user customers.

Partnered with and cross trained in the Collections Manager function.

Senior Administrative Assistant (NEST/NENG) 10/2007 – 11/2015

Supported Division Manager with a $10 billion division, 9 full service regional business centers (RBCs) and approximately 350 employees, providing service to over 1,800 dealerships.

Managed heavy meeting schedule and phone calls, preventing conflicts.

Arranged meetings and large conferences, analyzing all details of contract prior to signing.

Collected data from various confidential reports, to create more focused reports, correspondence and presentations, from DoD to YoY, for senior leaders in both Commercial and Retail Auto Finance.

Monitored live Collections department calls and reviewed NICE call recordings, informing managers of any matters that needed immediate attention.

Resolved escalated issues, through strong problem-solving and communication skills.

Proxy in Time Tracker, Online Recruiting, Staff Management and other Systems for 10+ managers.

Worked with minimal supervision to ensure RBC Managers’ consistency and effective execution of corporate, divisional and regional objectives.

Collaborated with Matrix team (credit, operation, sales and collections), on division managers’ behalf, to ensure all departments are executing company initiatives and progress on all MRAs and SHRPs are tracked.

Worked closely with the Legal and Compliance teams, to ensure proper handling of customer accounts and/or resolution of high-risk complaints (i.e., CPI and Regulatory Agency).

Collaborated with Business Systems Support and IT, forming strategies and making decisions, to ensure business continuity with minimal impact, in cases of emergencies and office closures.

Member of several project groups, working on complex tasks (e.g., developing a role-based system access request form).

Administrator of divisional SharePoint site and distribution lists.

Collaborated with other leaders and Admins across the organization, to ensure unified goals and reporting.

Audited Compliance system, ensuring all quarterly/yearly WF Compliance training was completed on time, by over 350 team members.

Audited GLs, discovering an error on the income statement. Spearheaded vendor review, saving the company over $500k, once corrected.

Opportunity Finance Network Philadelphia, PA

Executive Assistant 08/2006 – 02/2007

Maintained the President & CEO’s calendar, prioritizing meetings and facilitating daily staff access.

Prepared and edited correspondence, proposals, presentations and reports.

Coordinated travel arrangements for the President & CEO, CFO and Board of Directors, filing reimbursement requests, in compliance with the nonprofit organization’s policies.

Scheduled meetings and large conferences, analyzing all details of contract prior to signing.

Prepared written meeting minutes for quarterly Board and other meetings.

Partnered with legal department to create up-to-date and user-friendly files, consistent with organization’s overall filing system and procedures.

Developed tracking procedures, to improve business process and ensure timely follow up, on open items.

UBS PaineWebber/UBS Securities LLC New York, NY/Philadelphia, PA

Administrative Assistant 11/1997 – 02/2006

Provided complete administrative support for 5 senior investment bankers and 13 junior investment bankers.

Researched data from internet and intranet and used to help generate various reports and RFPs.

Created and distributed group calendar for group of bankers.

Arranged travel for bankers and clients, immediately processing all expense reports and vendor invoices.

Coordinated meetings, seminars, conferences and social functions.

Structured and maintained deal lists, to ensure accuracy of client information.

Education

Blake Business School New York, NY

Certificate Major: Microcomputer Applications & Business Communications 11/1993 – 03/1995

Skills: Advanced MS Office Suite, CARs, iTOP, NICE Call Recording, Dealer Trak, Lexis Nexis, Credit Revue, Hyperion, Adobe Writer, Lync, SharePoint, PeopleSoft, Sabre and Concur.

Awards: Nominated for President’s Club 7 years in a row. Winner for Service Excellence in 2011. WINnovations Award Winner, for identifying a business process improvement idea. Numerous other service recognitions, including 2 recognition articles in Teamworks.



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