Ashley Valle

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

Saginaw, Texas 76179

817-***-****

ad2vzb@r.postjobfree.com

OBJECTIVE

To obtain a challenging and responsible position where I can utilize my education, experience and acquire skills providing for growth and advancement.

EDUCATION

Everman High School Diploma- May 2003

HIGHLIGHTS TO EDUCATION

An aggressive, results oriented individual who consistently sets and meets demanding goals and objectives in all areas of personal and professional endeavors.

Offers well-developed verbal communication and written skills; interacts well with the public, co-workers and all levels of management.

Troubleshoot and promptly resolve routine and complex problems according to established standards and procedures.

Utilize well-developed time management judgment, establish and maintain goals and objectives with emphasis on prioritizing activities.

WORK EXPERIENCE

April 2023- Present- Senior Contact Center Specialist

Parkland Hospital- Dallas, Texas

Identifies caller’s needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System.

Identifies ways to improve work processes and improve customer satisfaction.

Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.

Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area.

Uses multiple software applications to process incoming and outgoing calls. Connects appropriate extensions and provides adequate information to ensure prompt and efficient communication.

Understands importance of and consistently follows emergency code notification processes and procedures through appropriate use of telecommunications systems.

Assists in training Call Center Representatives by serving as a “role model” during training sessions to ensure team members are trained in the non-clinical functions of the Call Center.

Demonstrates active listening skills to identify caller’s need. Consistently keeps caller informed of call process. Gathers and inputs information as needed to route calls appropriately.

Maintains acceptable productivity and quality standards as established by management to ensure the Call Center operates effectively and efficiently.

November 2013- July 2022- Collections/ Servicing/ Customer Experience Supervisor

United Auto Credit/Vroom- Fort Worth, Texas

Responsible for leading, motivating, building, growing and managing collections and servicing support team.

Collaborate with management to ensure that all established collection strategies, efforts and delinquency controls are properly implemented.

Create and implement analytical up to date strategies effectively according to year over year profit evaluations.

Accountable for effective customer experience feedback, complaints and negotiations to help reduce negative company reviews.

Established metrics to identify operational deficiencies and implement plans to improve operation effectiveness.

Ensuring the achievement of all collection’s objectives including delinquency, losses, legal and procedural compliance with engineering teams.

Handled all levels of escalated customer concerns to provide premium customer service in a professional and timely manner.

Ensured money owed is billed accurately and received promptly and correctly.

Worked in a rigorous production environment, including KPI’s and deep articulation of breakdown in activity leading to positive results.

Organize collectors’ workloads according to each employee’s experience and performance levels.

Received daily high levels of verbal and written customer communication requests and completed follow-ups.

Continuously analyzing individual and team performance for opportunities for improvement.

Overseeing staff to ensure optimal day-to-day operational performance.

Completed continuous customer care experience training with all employees.

Develop staff from daily observations, negotiation skills and constructive feedback.

Monitor and review operational outputs to customer dialogue, account documentation and transaction documents.

Assisted compliance with rewriting and modifying loans.

Handled monthly department portfolio potentially up to $850 million.

Completed and mastered all levels of collections from front end, thirties, sixties, nineties and deficiencies performance goals for each department.

Coordinated meetings with other teams to ensure Established metrics to identify operational deficiencies and implement plans to improve operation effectiveness.

the improvement of credit and loan application processes.

August 2010- October 2013- TEAM LEAD/SENIOR COLLECTOR

Complete Credit Solutions- Bedford, Texas

Excellent customer service, negotiation, typing, data entry skills, and mathematical skills.

Ability to use the computer keyboard and type while speaking to customers.

Ability to control conversations with customers and utilize open ended questioning tactics to maximize information gathering.

Responsible for individual, team and company monthly goals.

Assisted a maximum of five people on my team for help and talk offs.

June 2008-June 2010- COLLECTION AGENT/ACCOUNT MANAGER

AmeriCredit GM Financial- Arlington, Texas

Resolve conflicts professionally to achieve customer satisfaction.

Resolve delinquency issues by facilitating problems analysis and problem solving with the customer and by effectively overcoming objections.

Report to work as scheduled, including evenings, weekends, and overtime.

Promote a cooperative and productive work environment in line with company values.

Uphold the center culture and comply with corporate policies.

Contact this candidate