Jamee P. Lewis

Dallas, TX 214-***-****

addhuy@r.postjobfree.com

Management Profile

Collaborative and growth-oriented team leader with a depth of experience in collaborating with clients, colleagues, and management personnel to ideate, develop, and implement effective strategies for achieving customer satisfaction and operational efficiency. Proficient in applying interpersonal skills in ensuring consistent high achievement department-wide and managing healthy, long-term business relations with key accounts. Efficiency-oriented in implementing innovative improvements to key organizational processes to improve accuracy, efficiency, and adaptability.

Areas of expertise include…

Client Communication

Account Management

Operational Efficiency

Time Management

Training & Professional Development

Team Leadership

Data Analysis & Organization

Financial Processes

MS Office Suite (Word, Excel, PowerPoint, Outlook, Publisher)

Presentation & Public Speaking

Strategic Development

Professional Experience

American Honda Finance Corporation, Dallas, TX

SENIOR CUSTOMER SERVICE REPRESENTATIVE, May 2018 to Present

Manage inbound customer service calls to address emergent issues and ensure complete customer satisfaction. Utilize CASS system to evaluate client payment history and case notes; clearly articulate complex logistical information to clients and ensure their complete understanding. Maintain detailed documentation of all activities in accordance with company policy by utilizing a variety of templates and information management systems. Provide valuable insight to colleagues to support operational success team-wide by utilizing depth of expertise in automotive finance practices including Transfer of Equity, State to State Registration, Power of Attorney, Vehicle Titling, and Vehicle Repair Check Endorsements. Collaborate with dealer representatives in managing SCRA military early lease return process; guide informational training seminars to educate incoming employees on SCRA guidelines and procedures.

Selected accomplishments include:

Consistently exceeded established performance objectives by 5-10%; achieved recognition as top performer department-wide for four consecutive months.

Expedited military lease turn-in process (SCRA) by mitigating need for legal assistance.

Special Projects Include:

NH Circle (July 2018)

Served as member of a nation-wide competition to ideate and develop potential improvements to the customer service process.

Collaborate with a team of six in developing strategies for improving Spanish call process to better facilitate communication with Spanish-speaking clients.

SENIOR RECOVERY ANALYST, December 2017 to May 2018

Conducted department-wide audits and applied analytical skills in evaluating trends pertaining to regional charge-off balances and repossessions. Utilized Microsoft Excel to identify, track, and analyse data trends. Evaluated information to determine regional and company-wide standings; developed data visualizations to present metrics to regional and departmental management personnel.

Selected accomplishments include:

Achieved 99%+ accuracy in processing deficiency letters.

Contributed to department meetings by improving recovery segment through the application of first-hand subject matter expertise, increasing effectiveness of charge-off metrics company-wide.

SENIOR CUSTOMER ACCOUNTS REPRESENTATIVE, August 2016 to December 2017

Managed 300+ simultaneous delinquency cases by interfacing with customers to develop and implement effective payment solutions. Built and maintained ongoing relations with clients to contribute to the generation and implementation of mutually beneficial solutions before transitioning to repossession. Leveraged time management and task prioritization skills to collaborate with account representatives to assist in addressing past-due accounts and avoid company charge-off. Developed Excel spreadsheets to standardize and streamline delinquency management processes, improving efficiency department-wide.

Selected accomplishments include:

Delivered engaging presentation to management personnel to introduce new processes for improving employee morale by more effectively allocating overtime needs.

Improved efficiency of customer delinquency follow-ups by generating and distributing a customized Excel spreadsheet throughout department.

Recognized for achieving top performance throughout the fiscal year.

Educational Background

Bachelor of Arts in Communication Studies, 2014

Minor in Marketing

The University of North Texas, Denton, TX