Tiffanie R Goings

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

Indianapolis IN 46260

317-***-****

acn52x@r.postjobfree.com

Collection Strategies . Recruiting . Team Leadership . Coaching and

Mentoring . Supervising

A dynamic, result -driven individual with customer service and collection

experience with a 10 year record of achievement and demonstrated success.

Solid track record in recruitment and staffing development components

leading to increased efficiency and productivity. Tenacious in building

high performing teams, securing customer loyalty and forging strong

relationships with external and internal business partners. Exceptional

mentor and coach: innate leadership abilities to recruit and retain top-

performing teams seeking a challenging position with an opportunity for

advancement.

Experience:

Finish Line, Inc 2011-Present

Indianapolis, IN

Customer Service Supervisor, Direct to Consumer

Oversee corporate catalog and website direct to consumer sales division

with 135 employee and $400 million in Direct to consumer sales and

business development functions, including new product rollouts, customer

relationship development and order fulfillment. Provide cross-functional

team training, coaching and mentoring.

. Supervise and monitor calls

. New Hire Training and Career Development

. Support Regional and District Manager with customer issues

. Monitor Customer Service Calls, provide feedback and coaching

. Assist customers with product orders, store locations and

website issues

. Escalated call handling

. Design and implementation of performance evaluation criteria

and score card

. Recruitment and retention

. Daily Time and Attendance

Finish Line, 2007 - Present Indianapolis, IN

Inc

Customer Service Team Lead, Direct to Consumer Sales

Oversee corporate catalog and website direct to consumer sales

division with 60 employee and $400 million in Direct to consumer

sales and business development functions, including new product

rollouts, customer relationship development and order fulfillment.

Provide cross-functional team training, coaching and mentoring.

Supervise and monitor calls

New Hire Training and Career Development

Support Regional and District Manager with customer issues

Monitor Customer Service Calls, provide feedback and coaching

Assist customers with product orders, store locations and website

issues

Escalated call handling

Design and implementation of performance evaluation criteria and

score card

Recruitment and retention

Nelnet, Inc 2006-2007 Indianapolis, IN

. Effectively handle delinquent students in bring their account

current

. Respond to incoming calls by accessing the Lender Servicing

and/or Originations systems to determine borrower status,

resolve any issues, and document the transaction

. Update demographic information on borrower accounts in the

Servicing and/or Originations systems.

. Utilize the imaging system to retrieve loan record documents

. Perform other tasks related to resolving customer needs (form

completion, call referral, etc.)

. Contact borrowers via telephone to collect on accounts

. Negotiate repayment terms in accordance with established laws,

regulations, and policies

. Locate borrowers through various sources/tools (via internet and

telephone

. Assist on training and overseeing the new training classes as

they come in

. Assist in the complete training class

. Work on various reports on a daily basis

Sallie Mae 2000-2006 Indianapolis, IN

Default Trainer

. Effectively trained new and current employees

. Worked with student borrowers that have defaulted on their loans

to make arrangements to bring account out of default and educate

them on making payments

. Did continues training on new systems as we expanded to them

. Did side by sides to help employees becomes stronger collectors

. Monitored and reviewed calls as they were recorded

. Updated training manual

. Updated employees on any new information in our department

Team Lead

. Walked the floor helping employees as help was needed

. Updated and approved timesheets on a daily basis

. Take supervisor calls for the employees

. Assisted the Supervisor in making sure that all task were

completed on time

. Handled the team when the Supervisor was out of the office

Default Specialist

. Effectively communicated with delinquent student loan borrowers

via the telephone

. Ensure compliance of all the Federal Regulations Acts as all

bankruptcy laws both State and Federal

. Successfully brought accounts current while on the phone with

borrower

. Special Projects assigned by merit

Safeco Insurance 1998-2000 Indianapolis,

IN

. Effectively handle multi phone calls from customers, Agents,

Adjusters and Underwriters

. Direct customers and solve questions and inquires about claims

and general account information

. Input Claims and Account information into the Safeco Mainframe

Adminstar Federal 1995-1998 Indianapolis,

IN

. Process Customer information

. Handle account information and billing inquires

. Provide excellent customer service

Computer Skills:

Platform: Windows NT4.0 Server and workstation, Windows 95/98+, Novel

Network.

Tools: Class, Eagle, BPS, Excel, PowerPoint, Lotus, Extras, ClaimStar,

Microsoft Outlook, Internet, Artiva, Megellan, Claimstar, NService, and

many more applications.

Education :

Indiana Business College, Indianapolis, IN

. Merchandising Management

. Accounting

Midwest Career College

. Medical Assistant

. Patient Billing

IUPUI

. Associates Degree in Business Management

Contact this candidate