Financial Services Customer Service
Resume:
Katie Pallaci
**** ****** **** ** 614-***-****
High Point NC 27265 ***************@*****.***
Katie Pallaci’s Resume
OBJECTIVE: My objective in employment is to utilize my past experiences in the financial industry as well as prior roles to be accountable, trainable and dependable. I worked at BMW Group Financial for over a decade while living in Columbus, Ohio. I have experience in a myriad of departments, Customer Service/Retention, Collections, and New Business (funding and buying deals). I have experience in customer and dealer facing roles, and was in training for Team Leader prior to moving to North Carolina. While living in North Carolina, I was interested in teaching roles in order to assist with raising my two young girls. Now, as both of my girls are older and in school themselves, I’m seeking a return to the automotive finance and/or relations industry, as my background in such is extensive with notable successes.
HISTORY:
Teaching Positions
High Point Friends School
August 2022 -September 2023
Kindergarten Teacher
Southwest Middle School
August 2021-June 2022
7th Grade Science Teacher
All Positions Listed Through BMW Group Financial Services - Employed 2008-2019
December 2016-May 2019
Quality and Control Specialist – East Region
-Responsible for managing risk by ensuring compliance with federal state and lending guidelines by adhering to BMW Group Financial Services policies and procedures.In this role I worked alongside our credit buyer department as once they would buy the deals, our dealers would write the contracts and then send to my department to ensure we have all the necessary information, we are in compliance, and if credit deemed the deal to go on hold, my team would utilize our knowledge of the credit department to explain the parameters of the buy while going over the legal terms and necessary paperwork to fund their deals.
-Leader of my team, SME of the funding process
January 2014-December 2016
End of Term Recovery Collection Specialist
-Collect end of lease balances by negotiating settlements and promise to pays while educating the customers on the balances owed both for the United States and Canada portfolios
-Handle written correspondence, the escalations line, customer inquiries and secure messages for End of Term accounts
-An SME on the Lease End process and a member of the team assisting management in direct response
December 2012-January 2014
Maturities Specialist
-Reduce accounts that roll over-term 8 days past maturity and beyond by offering extensions, skip tracing and if necessary collections activity to reduce residual loss
-Handle Lease End escalated situations
-Maintain portfolio of over-term accounts, maintain dealer rapport, book extensions, answer emails, customer correspondence
-Back-up to the Recovery Early End of Term Team utilizing Latitude and negotiating and collecting recovery balances
October 2010-November 2012
Lease End Portfolio Specialist
-Maintain accounts 90 days from end of lease to 7 days past end of lease and manage a specific portfolio in the central region of the United States
-Assist on the inbound line with extensions, exceptions, inspection disputes and general contract information while making key decisions in line with our business structure while in the best interest of the customer
-Build and maintain a relationship with both Sales and Marketing Managers and dealers within my portfolio
-Manage my portfolio by reaching out to customers to ensure we know their lease end decision and minimizing accounts that go past their maturity date
September 2008-October 2010
Customer Service/Pooled Advocate
BMW Group Full Time Associate June 2010 Hire Date
(Dawson Temporary Associate 2008 – June 2010)
BMW Group Financial Services
-Inbound call center experience assisting customers with contract questions, payment questions, payment deferrals while maintaining service levels and structure
-POP ideas implemented into procedure now in practice in the call center
-Promoted into Pooled Unit July 2010 where I was trained to also handle Lease End calls as well as Customer Service calls
April 2007-July 2008
Fire Sales and Service Specialist
Mike McClaskie Agency – State Farm Insurance
-Licensed Insurance Agent dedicated to selling home/auto insurance on behalf of an Insurance Agent. I focused on servicing our existing book of customers primarily on their home/renters/condo policies while cross selling auto policies, personal umbrella policies, and personal article policies congruent to the needs of the clientele. I also collected on past due policies and made outbound calls to past due customers to collect premiums as well as make payment arrangements and payment plans.
APPLICABLE EDUCATION:
Degree Held: Bachelor of Arts in English
Muskingum University, New Concord, Ohio
Major Focus of Study: English/Speech Communications
Graduation Date: June 2005
Other relevant certifications
-Notary Public Franklin County, OH 2006-2014
REFERENCES:
BMW Group References References from Education
Alex Eberlyn
Team Lead – East Region Megan Crichetly
BMW Group Financial Services 7th Grade SWMS Teammate
Pennecia Stecuiw
Mariama Koroma Kindergarten
RCC Specialist – New Business 347-***-****
BMW Group Financial Services
Adam Harvey
HPFS Parent
Patrick Sullivan 206-***-****
Manager – New Business Department FS-2
BMW Group Financial Services
909-***-**** Mario Watson
HPFS AD
336-***-**** Amanda Turner
Team Lead – Insurance and Titles Department
BMW Group Financial Services
Kortnie Yutzy
Vehicle Sales Specialist – Used Vehicle Department
BMW Group Financial Services
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