Customer Service Team Lead

Laverne D James

Waxahachie Texas *****

214-***-**** **********@*****.***

Career Overview

To obtain a position within a company that is Centered on Excellence and the belief that the people within contribute to the success of the company. I have 31 years of Excellent Customer Service and Collection experience.

Career Summary

Nissan Motor Acceptance and Infiniti Financial Irving Texas 1991- 2022

Reinstatement-Soldier Sailor Act

Assist customers with reinstating their vehicle after repossession.

Manage escalated calls and complaint resolution.

Problem solving

Ensure that all processes are managed timely and within compliance.

Coaching and Training

Review and approve military orders.

Negotiate payment arrangements before charge-off.

Loss Recovery-Bankruptcy Analyst Irving Texas 2003-2008

Ensure all processes are completed timely and within compliance.

Assist customers with chapter 7, 11 and 13 bankruptcy accounts.

Communicate with debtor attorney to negotiate arrangements.

Handle accounts 30-120days past-due to prevent charge-off.

Coaching and Training as Team Lead

Handle accounts 30-120days past-due to prevent charge-off.

Negotiate payment arrangements or voluntary surrenders.

Locate and contact debtors to inquire about their payment.

Skills: Extensive customer & collections experience, bankruptcy, soldier-sailor Act, impounds, total loss, loss recovery and conflict resolution, Efficient in Micro Soft office, Excel, Tableau, Adobe, Outlook, and Skype.

Additional Service Years from 1991 to 2003 for Nissan Acceptance provided upon request.

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