Customer Service Experience

VALENCIA L. HINES

*** ******* ***** 302-***-****

Newark, Delaware 19702 *********@*****.***

EXECUTIVE PROFILE

·Results oriented dedicated professional with 12+ years of banking and online (internet) customer service experience.

·Thrive in deadline-oriented, cross-functional and evolving environment supporting business initiatives.

·Designated top performer who quickly learns and executes new functions and processes.

PROFESSIONAL EXPERIENCE

Navient 4/2016- Present

Newark, Delaware

Unit Collections Manager

·Made decisions or recommendations concerning hiring, firing, advancement, promotion, or other changes of status for employees.

·Monitored and assessed staff performance and administer timely monthly and annual performance reviews.

·Coached, mentored and developed team members.

·Maintained open lines of communication between executive management and subordinate staff through team meetings and one-on-one feedback sessions.

·Assisted in inventory planning, budgeting and forecasting.

·Determined training needs and work with training staff to schedule and implement.

·Created various contests for the department to increase morale in customer experience and program growth

·Interacted with Operations personnel to resolve customer issues.

·Regularly listens to collections calls and provides regular feedback to the team on their performance during consumer interactions; manages compliance issues immediately.

·Negotiated settlements and payment terms with all customers.

Navient 5/2013- 3/2016

Newark, Delaware

Customer Resolution Supervisor

·Responsible for making decisions or recommendations concerning hiring, firing, advancement, promotion, or other changes of status for employees

·Monitored and assess staff performance and administer timely monthly and annual performance reviews

·Oversaw workflow to meet and exceed service and productivity levels for customer service and collections

·Maintained open lines of communication between executive management and subordinate staff through team meetings and one-on-one feedback sessions

·Created various contests for the department to increase morale in customer experience and program growth

Sallie Mae

Newark, Delaware

Technical Training Specialist 7/2012-4/2013

·Conducted new hire, upgrade, refresher and cross training for full time, part time, and temporary employees

·Performed supervisory duties for new hire staff

·Provided management staff with clear, concise, and timely updates on trainees’ progress

·Identified trainees’ learning needs and apply adult learning principles to maximize trainees’ performance

·Developed lesson plans and curriculum based on training needs

·Performed quality control checks on training production to ensure understanding and conformance to Sallie Mae policies and procedures, federal guidelines, and guarantor requirements

·Identified areas of improvement in existing curriculums and prepare recommendations to the Training management team.

Fraud Prevention Analyst 9/2010-6/2012

·Reviewed information on applications and credit files for fraudulent activity before disbursement of funds

·Evaluated and validate borrower documents and reports forwarded by other departments

·Initiated investigation of suspected fraud accounts using internal systems and third-party sources

·Communicated loan decisions to schools and customers via email or telephone

·Developed new hire education plan

·Trained and Educated new hires in Fraud Prevention

·Created new procedures and assisted with revising old procedures

·Mentored associates to help them achieve higher productivity standards

Discover Financial 9/2000-8/2009

New Castle, Delaware

Senior Deposit Products Specialist

·Assisted with customer account management and market growth for Discover Bank Deposit Products

·Ensured compliance with federal regulations on deposit product documentation

·Managed customer communication via internet, and hard copy correspondence.

·Investigated and resolved internet disputes initiated by the customer or outside vendors.

·Opened and processed new account applications such as Money Market, CD and IRA Accounts.

·Processed customer online registrations via internet.

·Activated and deactivated customer ATM debit cards.

·Assisted with writing company procedures.

·Assisted with secretarial duties for various departments within Discover Financial.

·Resolved complaints and answered questions of customers regarding services and procedures.

·Led various contests for teams and department to increase morale in customer service and sales growth.

EDUCATIONAL BACKGROUND

Delaware State University

Dover, Delaware

Major: Psychology

ACCOLADES

·National Leadership Development Recipient 2023

·Elite Performance 2021

·Top Performing Team 2017 - 2018

·Second Quarter Top Performing Team 2015

·First Quarter Recognition Winner 2012

·Top Performer for Fraud Prevention 2011-2012

·Top Performer for Charge Off 2010

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