Customer Service

Tamara Lumpkin 404-***-****

Professional Summary

Leader that maintains quality of service, analyzes/resolves servicing support and customer service problems. A dedicated, results oriented, and customer focused leader with proven success in motivating and building a team to reach company goals.

Professional Experience

Wheels Inc., Alpharetta, GA

RegX Supervisor June 2023-Present

Manage Name Changes, State to State Changes, and Initial Registrations with a team of 12 specialists that are responsible for processing clients fleet management services.

● Conduct meetings with vendors to discuss trends and needs for the business.

● Work directly with clients on several projects to help elevate future issues and work on complex issues with clients.

● Collaborate with peers to ensure all areas are aligned with State guidelines by providing consistent feedback, updating policies, and training the material to specialists.

● Analyze reporting to decipher errors, trends, urgency, and to report to leadership and clients weekly.

CRIF Select, Atlanta, GA

Assistant Operations Manager 2021-April 2023

Manage a team of employees in which they process indirect auto lending applications. Responsible for understanding the unique needs for optimizing financial institution operations for credit unions and banks. Assist with distributing work to employees in Atlanta, Puerto Rico, and Pune.

● Conduct quality applications and phone calls to ensure all lender guidelines are met.

● Review lender information to ensure their guidelines are up to date and aligned with our process.

● Conduct weekly calls to review employee errors, KPIs, trends, and/or issues in order to implement efficient workflows.

● Build and manage high-performing team by developing, mentoring, training, and motivating employees

● Approve payroll, time keeping, and PTO request(s). XPO Logistics, Marietta, GA

Associate Analyst, Client Solutions 2019 - 2021

● Review client’s information to ensure XPO process and their process align.

● Provide customer support for complex technical issues and problems.

● Focus on consistently delivering a positive customer experience.

● Analyze and resolve issues during phone calls; respond to client inquiries.

● Conduct weekly scorecard meetings with clients, executives, and facilities to provide updates on trends and/or issues.

Hyundai Capital America, Atlanta, GA

Manager (Lease Buyouts) 2014 – 2018

Responsible for providing second level manager support up to 18 processors servicing Hyundai, Kia, and Genesis customers as it relates to processing auto financing buyouts, issuing lease titles, sending supporting documents to the paying off party (Odometer Statements and/or Bill of Sales). Continuously update processors of changes regarding necessary changes.

● Manages and distributes the daily buyout workload. Handles escalated issues and acts as a subject matter expert for the Servicing department.

● Responsible for coaching and developing analysts to a higher level of performance.

● Conduct quality monitors on analysts to ensure they are following processing payoffs correctly and timely.

● Continuously collaborated with customer service to close the gaps of each process. Tamara Lumpkin 404-***-****

● Created a training curriculum for the Lease Buyout team and responsible for delivering to new hires in a classroom setting.

● Collaborates with Knowledge Management and Compliance teams to update policy and procedures for the servicing department as needed.

● Led several special projects within the department and collaborated with other divisions in order to meet deadlines.

Hyundai Capital America, Atlanta, GA

Call Center Manager 2012-2014

Responsible for providing first level supervisory support for 90+ inbound call center agents servicing Hyundai/Kia customers and dealerships with questions as it relates to auto financing, warranty products, balance inquiries, title servicing and payment processing. Deep understanding of financial products and regulations to ensure accurate information and compliance.

● Led the department in achieving key performance indicators (KPIs) in service levels, average handle time, and quality performance.

● Utilize active listening and analytical skills to review and score calls for quality of service, ensuring adherence to standards while monitoring live customer vehicle account interactions.

● Enhanced hiring practices by obtaining interview certification and subsequently interviewing potential candidates for open positions.

● Administered disciplinary actions which included: coaching & counseling, correction of agents.

● Successfully trained new hires and facilitated the professional development of current employees through effective classroom instruction.

● Contributed to a knowledgeable and skilled workforce by delivering impactful classroom-based training programs.

● Monitored workflow, resolved customers’ issues, and took escalated calls.

● Work with the training department to implement a new training package for new hires and existing hires.

Hyundai Capital America, Atlanta, GA

Customer Care Team Lead 2010-2012

Co-managed and developed a team of customer service associates servicing inbound calls.

● Resolved customers’ issues and took escalated calls. Listen and evaluate team member’s calls to ensure policies and procedures are being followed.

● First line of contact to assist analyst questions via email, chat, or side by side.

● Handled escalated requests from analysts to help assist with customers. If resolution was not done over the phone, followed up with customers in a timely manner.

● Assisted manager with coaching and mentoring analyst. EDUCATION

● Walden University-Online

Graduate Studies in Human Resource Management

● Walden University-Online

Business Administration, Bachelor

TECHNICAL SYSTEMS & COMPETENCIES

Microsoft Office Software: Word, Excel, Power Point, Cisco System Products, Daybreak, Lease-Pak, ADP Payroll, ADP E-time, CRM-Siebel, Oracle, Western Union Speed Pay, FileNet, Lotus Notes, Outlook, Pay Connection, Assurant, Ryan- Property Taxes, DST, CMS, BNY Mellon - Itelicash, HMF/KMF Admin Websites, Exceptional Customer Service Skills, 50-WPM, Mutli-Tasker, Technical Writer, Lexis Nexis, NICE, Reporting metrics, Oracle Reports, CLM, DMS, Freshdesk, and Convey

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