Front Desk Sales Associate
Resume:
Erica Lee Cates
Celina, TX ***09
adrmvx@r.postjobfree.com
10+ Years Financial Service Experience, Strong Communication skills, SME in Department re-design, SME in Auditing and Quality Assurance, SME in Change in Terms, SME in Quality review, Expert in collection calls and Team Lead. Expert in Vendor management.
EDUCATION
Blinn College, Tarrant County College
Associates in Arts – Completed in 2012
University of North Texas
Major: Bachelors of arts eMarketing
Minor in Project Management
Aveda Institute Dallas
2019-2020
EXPERIENCE
Capital Financial Services - Plano, Texas June 2009 – September 2018
Senior Account Coordinator – Estates/ Credit Bureau Reporting October 2014-Sept 2018
Liaison and main point of contact for Estates’ out-sourced vendors
Perform quality assessments to ensure accuracy and adherence to Standard Operating Procedures
Built strong communication and working business relationships with multiple vendors.
Made sure our strategies and goals align to what worked best for our customer and the business
Closely partner with management to escalate issues according to established escalation protocols
Clearly articulate key findings to Client Operations business partners and senior leaders.
Participate and/or take the lead in quality related projects
Assisted in the development of monthly reporting through company extranet for accounts outsourced and resolved
Assisted in coordinating and organizing bi-monthly conference calls for Directors, Senior leadership and vendor's executives
Assisted in meetings by notating any updates, changes and other valuable information needed to be discussed in next meeting
Organized and executed monthly conference call with vendors liaison to go over the following:
Reporting data for number of accounts in queue and probate status updates
Amount collected and forecast expected for the following month
QA baseline changes, process and operations updates which impacted the business
Tracked and monitored out-sourced accounts resolved each month
Processed and validated invoices and checks received
Managed and resolved a queue of 80+ deceased borrower accounts
Assisted in the complete redesign of the Estates department
Created and updated policies and procedures for standard on the job training
WFM Communications Specialist – Home Loans Default Operations Support March - October 2014
Created and updated job aids, policies and procedures for the Loss Mitigation department
Managed WFM to manage Dialer, Queues, IB and OB calls
Managed Department needs for hiring and Staffing needs
Worked with Upper Management on Forecasting Staffing needs
Worked directly with HR for all hiring needs for Loan Servicing
Created and maintained monthly default newsletter for the Loss Mitigation department
Managed reporting and trackers for the modification process
Managed booked modification process for Home Equity and BAU mortgage loans
Created and managed flowcharts for the operations support team
Created default binder for operations support to show all job functions for LM Ops
Created and managed Loss Mitigation communications mailbox and sent out all monthly communications updates
Awards and Recognition
Servicing 1 Winner – May 2014
Spotlight peer’s recognition winner – October 2014
Account Manager and Audit Coordinator – Hardship Modifications June 2010 – September 2013
Managed multiple spreadsheets to keep track of each account modification
Created and managed upcoming projects via Microsoft Power Point
Lowered customer’s interest rates, brought accounts current and extended loan to meet customers’ needs
Managed team hardship binder which stated the beginning, middle and end of the process using swim lanes and organizational charts
Created and owned entire “change in terms” process to the current loan in place
Monitored Account Manager’s files by auditing each modification to prevent Business Risk Office defects
Perform quality assessments to ensure accuracy and adherence to Standard Operating Procedures
Awards and Recognition
Gold Club – 4xs (Top 3 percent in overall performance)
Silver Club- 9xs (Top 10 percent in overall performance)
Diamond over Dollar (management selection – Winner)
Repossessions Account Manager - Team Lead June 2009 – June 2010
Managed multi-line phone system by coordinating incoming calls, taking messages and referring callers to the appropriate parties
Made outbound calls and received inbound calls daily to help resolve the issues of delinquent customers
Took payments from customers and utilized tools to bring and keep accounts current
Managed a follow up system on Microsoft excel to maintain and follow up for making sure customers kept their arrangements
Awards and Recognition
Gold Club – 2xs (Top 3 percent in overall performance)
Silver Club- 3xs (Top 10 percent in overall performance)
Texas Dairy Queen Operators Council Corporation
Administrative Marketing Assistant April 2007 – April 2009
Scheduled client appointments, business meetings and travel accommodations
Maintained accurate travel and expense reports
Assisted in coordinating meetings at various locations while managing meeting agendas and minutes
Acquired price quotes from vendors
Maintained a company extranet for uploading different materials
Developed and presented presentations for new marketing promotions
Assisted and coordinated yearly Marketing promotions and Awards event
oTraveled and handled multiple responsibilities during the two-day event
Organized invite list and monitored RSVPs
Checking in All Executives and guests
Seating arrangements for awards banquet
Worked different tables to present the upcoming new promotions
Serenity Salon and Spa – Plano, Texas - Seasonal
Stylist Assistance/Front Desk Receptionist Coordinator January 2019 – May 2019
Greeted clients with a welcoming and professional manner
Offered beverages and assisted clients to changing rooms
Answered phones which included:
oScheduled, rescheduled, and cancelled appointments
oAdvised current and new clients of all services offered by salons including all product lines sold by the salon
oMade outbound calls to confirm client appointments
Handled client escalations and would de-escalate client complaints anyway possible to keep client satisfied and maintained a professional attitude
Coordinated new client calls by using round-robin system to stylist to ensure fair opportunity
Checked clients out by the following:
oScheduled clients next appointment
oEducated and sold clients products based on services received for maintenance until next appointment
oTook payments via credit card or cash through separate processing system
oConfirmed client check-out payment matches payment required in computer system
Opened and closed store duties included the following:
oOpened and closed registers
oRan report for daily sales
oAudited the register daily to ensure they were correct up to the day before which included:
Credit cards, debit cards, cash, coins and discounts
Store credits
Product sales and returns
oRestocked and wiped down product shelves
oSwept and mopped when needed
Bath and Body Works - Frisco, Texas - Seasonal
Lead Sales Associate September 2018 – January 2019
Always provided EXCELLENT customer service
Greeted customers, offered assistance and advised current sales
Educated customers on each product line and always provided a positive attitude
Provided checkout counter duties such as gift wrapping and made sure the wrapping quality was perfect to ensure each customer was satisfied with their shopping experience
Open and close store duties included the following:
oOpened and closed registers
oRan report to validate daily sales report from day before. Confirmed register drawer report to ensure all transactions matched which included:
Credit card, Debit, Cash, Coins and discounts
Product returns
Store credits
oOrganized and restocked shelves to make sure each shelf was full, organized properly, dusted, and wiped down
o
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