PROFESSIONAL EXPERIENCE

ADVANCE AUTO PARTS AND BATTERIES 2016 – PRESENT

COMMERCIAL SUPPORT AGENT/ CONTRACTOR

PROVIDE CUSTOMER’S WITH ONE POINT OF CONTACT FOR COMMERCIAL CUSTOMERS ONLY

HANDLE INBOUND CALLS AND EMAILS TO PROVIDE A CONTINUED PARTNERSHIP BETWEEN OPERATIONS TEAM AND SALESFORCE

RESPONSIBLE FOR ASSISTANCE AND SUPPORT WITH COMPLIMENTS OR COMPLAINTS, LOYALTY PROGRAMS, PROMOTIONS, REBATES AND B2B (BUSINESS TO BUSINESS) WEBSITE SUPPORT

RESPONSIBLE FOR OPENING A REMEDY TICKET TO TRACK ALL CUSTOMER CALLS. ONCE RESOLUTION IS PROVIDED, THE TICKET IS CLOSED.

CALL AND/OR EMAIL RESOLUTION TO THE ACCOUNT OWNER

MAINTAIN RELATIONSHIP WITH COMMERCIAL ACCOUNT MANAGERS, GENERAL MANAGERS AND COMMERCIAL SALES MANAGERS

TYPES OF CALLS HANDLED ARE CUSTOMER CARE, INVENTORY, PARTS/PRODUCTS, PROMOTIONS AND ONLINE ORDERING

WELLS FARGO BANK, ROANOKE, VIRGINIA 2008 - 2015

COLLECTIONS SUPERVISOR II – OVERDRAFT COLLECTIONS AND RECOVERY DEPT.

PROVIDE LEADERSHIP, COACHING AND DEVELOPMENT TO A TEAM OF 11 COLLECTORS

CONDUCT COMPLIANCE AUDITS TO AVOID RISK TO THE BANK

INVOLVED WITH INTERVIEWING AND HIRING PROCESS

ADMINISTER EMPLOYEE GUIDANCE, DISCIPLINARY ACTION AND FAIR TREATMENT OF EMPLOYEES

MANAGE OPERATIONAL OBJECTIVES IN THE AREA OF COLLECTION RESULTS AND OPERATIONAL RISK AND COMPLIANCE

PROVIDE LEADERSHIP AND ENCOURAGEMENT WITH SUPPORT BUSINESS INTIATIVES TO IMPROVE CUSTOMER

EXPERIENCE BY USE OF APPLICATIONS SUCH AS BEHAVIORAL ANALYTIC

WACHOVIA BANK, N.A., ROANOKE, VIRGINIA 2001 - 2008

DEPOSIT RECOVERY TEAM LEADER II, ASSISTANT VICE PRESIDENT

PROVIDED LEADERSHIP, COACHING AND DEVELOPMENT TO COLLECTORS

PROVIDED LEADERSHIP TO WORK LEADERS FOR BOTH ROANOKE, VA AND JACKSONVILLE, FL SITES

COMPLETED DAILY AND MONTHLY TRACKING OF INCOMING VOLUME

DELEGATE AND ASSIGN TEAM RESPONSIBILITIES, REQUIRED TO STRENGTHEN RELATIONSHIPS AND GENERATE RESULTS

EXTENSIVE TIME MANAGEMENT IN ORDER TO REMAIN COMPLAINT WITH COMPANY AND DEPARTMENTAL STANDARDS

OVERSEE DELEGATION AND ORCHESTRATE TIMELY ASSISTANCE TO COLLECTORS WITH ESCULATED CALLS, RESOLVE DIFFICULT ACCOUNT RELATED ISSUES, PRESENTED SELF AS FIRST LEVEL OF MANAGEMENT

LEADERSHIP WITHIN JACKSONVILLE SITE REQUIRED ABILITY TO LEAD AND PROVIDE DIRECTIVES VIA CONFERENCE CALL, SOME TRAVEL REQUIRED

CERTIFICATE OF COMPLETION FOR CRUCIAL CONFRONTATIONS TRAINING COURSE

COMMITMENT TO CONTINUALLY DEVELOP AND PERFECT SKILLS TO CONSTRUCTIVELY MANAGE CONFLICT

FIRST UNION NATIONAL BANK, ROANOKE, VIRGINIA 1998 - 2001

DEPOSIT RECOVERY TEAM LEADER I, RETAIL CREDIT COLLECTIONS

PROVIDED LEADERSHIP TO RESEARCH AND SUPPORT TEAM WITHIN OVERDRAFT COLLECTIONS AND RECOVERY DEPARTMENT

TEAM RESPONSIBILITIES WERE TO RESOLVE ACCOUNT INQUIRIES RECEIVED FROM BRANCHES, INTERNAL DEPARTMENTS, WEBSITE REQUESTS, INCOMING MAIL, ACCOUNTING

PROVIDED LEADERSHIP TO DEBIT TEAM WITHIN OVERDRAFT COLLECTIONS AND RECOVERY DEPARTMENT; TEAM OF SIX DEBIT SPECIALISTS

RESPONSIBLE FOR IDENTIFYING ACCOUNTS FOR WACHOVIA’S RIGHT OF OFFSET PROCESS

PRODUCED OVER $7 MILLION IN RECOVERIES – YTD 2004 BY MANAGING DEPOSIT LOSSES BY IMPLEMENTING STRATEGIC PLANS AND PROCESSES TO INCREASE TOTAL DOLLARS COLLECTED

ADHERED TO WACHOVIA BANKS DEPOSITOR AGREEMENT AS IT RELATES TO THE RIGHT OF OFFSET

PROVIDED LEADERSHIP TO INBOUND PHONE TEAM, ENCOURAGED FOCUS ON INBOUND CALL VOLUME, ACD RATE, MONTHLY RECOVERIES, PROBLEM RESOLUTION

SUSTAINED STRONG PARTNERSHIP WITH LOSS MANAGEMENT DEPARTMENT, CHARLOTTE NORTH CAROLINA

INVOLVED WITH NON CREDIT LOSS STEERING COMMITTEE

FIRST UNION BANK, N.A., RECOVERY DEPT., ROANOKE, VIRGINIA 1997-1998

COLLECTOR II

PERFORMED COLLECTION ACTIVITY ON DEPOSIT RELATED PRODUCT

PERFORMAED ALL BASIC REQUIREMENTS SUCH AS UTILIZE NEGOTIATION SKILLS WITH EXTERNAL CUSTOMERS

PROVIDE DETAILED EXPLANATION TO SERVICE QUESTIONS AND ISSUES

ABLE TO “SELL” THE DEBT FOR LARGER COMMITMENT FROM ACCOUNT HOLDERS

COMPLETED QUALITY AWARENESS FOR CONSUMER CREDIT OPERATIONS

COMPLETED INTRODUCTION TO SUPERVISION, CONSUMER CREDIT OPERATIONS

FIRST UNION BANK, N.A. RECOVERY DEPT., ROANOKE, VIRGINIA 1996 - 1997

COLLECTOR I, LOAN COLLECTIONS

MITIGATED LOSSES FOR THE BANK BY COLLECTING ON OVERDRAWN AND CHARGED OFF DEPOSIT ACCOUNTS

SUPPORTED LINE OF BUSINESS OBJECTIVES THROUGH USE OF COLLECTION STRATEGIES

DEVELOPED KNOWLEDGE OF STATE AND FEDERAL COLLECTION LAWS

EXCELLED WITH DEVELOPING AND IMPLEMENT SERVICE LEVEL AGREEMENTS BY PARTERNING WITH LOSS MANAGEMENT, CHARLOTTE, NORTH CAROLINA

DOMINION BANKSHARES, ROANOKE, VIRGINIA 1990 – 1993

ADJUSTOR I, CONSUMER LOAN DEPARTMENT

RESPONSIBLE FOR COLLECTION ACTIVITY ON DELINQUENT CONSUMER LOAN ACCOUNTS

COLLECTION EFFORTS UTILIZED BY PLACING OUTBOUND TELEPHONE CALLS TO CUSTOMERS, MAILING LETTERS

COMPLETED TELEPHONE ETIQUETTE AND COMMUNICATIONS TRAINING

ORGANIZATIONAL ACCOMPLISHMENTS

ROANOKE GREEN TEAM, ROANOKE MANAGEMENT SPONSOR

WELLS FARGO BANK, ROANOKE VIRGINIA

CREATED AND BOARD PARTICIPANT THAT RAISED AWARENESS TO WELLS FARGO EMPLOYEES REGARDING RECYCLING, REDUCING WASTE AND REUSING ITEMS, AND ALL ENVIRONMENTAL AFFAIR CONCERNS

LEADERSHIP AND SERVICE FOR INITIATIVES WITHIN WELLS FARGO ENVIRONMENTAL AFFAIRS

CONDUCTED CAMPUS CLEAN UP ACTIVITIES TWICE PER YEAR

ASSISTED WITH DONATION TO NEW CENTER IN THE SQUARE “GREEN” ROOF TOP PROJECT

BLACK AFRICAN AMERICAN EMPLOYEE RESOURCE NETWORK (BAAERN)

ROANOKE REGIONAL VICE CHAIRPERSON

WACHOVIA BANK, ROANOKE VIRGINIA

COLLABORATED WITH EXECUTIBE BOARD TO ESTABLISH ANNUAL STRATEGIC PLAN

WORK WITH COMMITTEE CHAIRS TO CREATE MEASURABLE COMMITTEE OBJECTIVES AND ACTIVITIES

LEAD BAAREN SPONSORED EVENTS

DEMONSTRATED A CLEAR UNDERSTANDING OF WACHOVIA’S DIVERSITY PHILOSOPHY

STRONG ABILITY TO BUILD RAPPORT AND SENSE OF TEAM

WELLS FARGO AND WACHOVIA BANK WOMEN’S EMPLOYEE RESOURCE NETWORK AND TMC PARTICIPANT

ACTIVIVELY LEAD OR PARTICIPATED WITH INTERNAL COMMITTEES SUCH AS MORALE AND EMPLOYEE INVOLVEMENT GROUP, FUN COMMITTEE

ONGOING PARTICIPANT AND COMMUNITY SUPPORTER OF MARCH OF DIMES AND LOCAL HIGHER EDUCATION PROGRAMS

EDUCATION

ECPI COLLEGE OF TECHNOLOGY; MEDICAL ADMINISTRATION

OBTAINED 1990

LEADERSHIP EXCELLENCE AWARD IN SUPPORT OF CONSUMER LENDING GROUP – 2012

LEADERSHIP EXCELLENCE AWARD FOR EXCELLENCE IN PEOPLE MANAGEMENT FOR CARD SERVICES AND CONSUMER LENDING GROUP – 2011

DEMONSTRATED SKILLS AND COMPETENCIES IN TARGETED SELECTION – DEVELOPMENT DIMENSIONS INTERNATIONAL

CERTIFICATE FOR SUCCESSFUL COMPLETION OF WELLS FARGO BEHAVIORAL ANALYTICS TRAINER - 2011

CORPORATE QUALITY FORUM PARTICIPANT – TEAM SHOWCASE COMPETITION – OCTOBER 1997- FIRST UNION, FIRST UNIVERSITY

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