Customer Service Specialist Ii

Tracey Holbrook

770-***-**** ***************@*****.*** Marrero, LA 70072

SUMMARY

Dynamic and results-oriented professional with a background spanning from military service to extensive experience in financial management and customer service. Proven adeptness in cost-reduction strategies and operations management, bolstered by exceptional multitasking abilities and proficiency in Microsoft Office and Adobe Programs. Demonstrated track record in successful complaint handling, resolution, and outstanding communication across diverse markets. Noteworthy achievements include overseeing $25 million yearly loan operations, generating

$100,000 in net operating profit, and providing exemplary customer service, culminating in a reputation for excellence in branch management and account handling roles.

SKILLS

EXPERIENCE

Bankruptcy Specialist III, LENDMARK FINANCIAL, June 2023-January 2025

• Manage complex bankruptcy cases efficiently, ensuring compliance with all legal requirements and timelines.

• Analyze financial documents and develop strategies to maximize recovery for the bank while minimizing losses.

• Communicate effectively with stakeholders including attorneys, creditors, and debtors to facilitate resolution of bankruptcy proceedings.

• Conduct thorough research on bankruptcy laws and regulations to stay updated on industry trends and best practices.

• Collaborate with internal teams to streamline processes and improve overall bankruptcy management effectiveness. Bankruptcy Specialist II, LENDMARK FINANCIAL, September 2021-June 2023

• Flagged accounts to ensure strict adherence to policies and procedures, maintaining a 100% compliance rate.

• Filed claims promptly and accurately, achieving a 98% timeliness rate and reducing errors by 15%.

• Prepared and tracked reaffirmations, resulting in a 20% increase in efficiency and accuracy.

• Reviewed and submitted deferments in accordance with policy, maintaining a 99% accuracy rate.

• Ensured accuracy and adherence to company policy for all charge-offs and write-offs, reducing discrepancies by 25%.

• Provided services aligned with Quality Assurance Calibration Card, consistently meeting or exceeding departmental targets. Centralized Servicing Representative II, LENDMARK FINANCIAL, May 2014-September 2021

• Managed all inbound and outbound calls using the in-contact system, ensuring prompt and efficient customer service.

• Assisted customers with inquiries regarding their accounts, resolving issues before transferring them to the local branch, resulting in a 20% decrease in transfer rates.

• Developed and maintained comprehensive paid-out Excel spreadsheet reports, improving tracking accuracy by 15%.

• Processed over 400 help desk tickets for branches, maintaining a resolution rate of 95% within the designated SLA.

• Handled bankruptcy, collections, and attorney remittance payments, ensuring compliance with regulations and timely processing.

• Operated the online app support chat and email system, addressing customer inquiries promptly and maintaining a customer satisfaction rating of 90%.

Branch Account Manager, ONE MAIN FINANCIAL, July 2013-May 2014

• Oversaw all aspects of a $25 Million per year store's loan operations, including customer service, inventory management, cash handling, loan collection, and store safety and security.

• Managed, scheduled, and trained numerous employees in a sales and collection-oriented environment, ensuring optimal performance and adherence to company standards.

• Conducted monthly reviews and analysis of P&L reports, effectively managed budgets, and reviewed and approved various employee and facility legal agreements.

• Provided exceptional customer service to new and existing customers, promptly resolving issues and inquiries on a daily basis.

• Data Analysis and Interpretation

• Project Management

• Digital Marketing

• Software Development (e.g., Python, JavaScript)

• Problem-Solving

• Leadership

• Adaptability

• Teamwork

• Financial Analysis

• Graphic Design (Adobe Creative Suite)

• Salesforce Administration

• Communication (Verbal and Written)

• Generated $100,000 in net operating profit through successful collection of monthly loan plans, approved applications, and credit approvals.

Branch Manager, CITI FINANCIAL, July 2010-September 2012

• Spearheaded the development and implementation of streamlined policies, practices, and procedures alongside the VP, resulting in a cohesive and goal-driven centralized environment.

• Identified and resolved early and late-stage collection requirements, needs, volumes, and timelines for portfolios, achieving a 20% reduction in overdue accounts.

• Elevated customer satisfaction by delivering exceptional service to a diverse portfolio of clients, maintaining a 90% positive feedback rating.

• Supervised, coached, and provided hands-on training to a team of 10 employees in the branch office, fostering professional growth and achieving 20% improvement in team productivity.

Senior Branch Account Executive/Loss Mitigation Specialist II, CITI FINANCIAL, September 2006-July 2010

• Collected and managed delinquent accounts, resolving issues for difficult customers while maintaining exceptional customer service, resulting in a 15% reduction in overall delinquency rate.

• Verified, compiled, and typed application information for mortgage and personal loans with 100% accuracy, facilitating smooth loan processing and reducing application errors by 20%.

• Proactively contacted specified companies to obtain property abstract, survey, and appraisal information, identifying and promptly reporting discrepancies to supervisors, ensuring accurate loan documentation and reducing processing delays by 25%.

• Successfully closed mortgage, personal, and auto secured loans, resulting in a 10% increase in loan closures and actively pursued legal action on delinquent accounts, leading to a 30% increase in successful debt recovery.

• Demonstrated proficiency in selling loan insurance products, achieving a 20% increase in insurance sales revenue, while providing effective solutions to challenging delinquent accounts, resulting in a 25% improvement in account resolution rates. Administrative Assistant, GRAPHIC VISIONS, January 2005-September 2006

• Gathered, synthesized, and disseminated crucial information from diverse sources, ensuring seamless communication flow among the president, supervisors, colleagues, and subordinates, facilitating informed decision-making.

• Leveraged word processing files, spreadsheets, databases, and presentation software proficiently to craft and distribute invoices, reports, memos, letters, financial statements, and other essential documents, enhancing organizational efficiency by 30%.

• Orchestrated meeting logistics and compiled comprehensive agendas, streamlining the coordination of committee, board, and other vital meetings, resulting in a 25% reduction in meeting setup time.

• Employed various computer systems adeptly to streamline the generation and processing of work orders, optimizing workflow efficiency and reducing processing time by 20%.

Marketing Associate, AMERICAN INTERSTATE INSURANCE COMPANY, December 2001-December 2004

• Initiated courtesy calls to policyholders, analyzing their existing policies and recommending tailored enhancements, resulting in a 20% increase in policy retention rates.

• Proactively expanded client base by networking and prospecting, leading to a 15% growth in new customers within a six-month period.

• Systematically organized and processed information, employing coding and categorization techniques, resulting in a 30% reduction in data processing time.

• Managed complaints and conflicts, achieving a 90% resolution rate and enhancing customer satisfaction levels. EDUCATION AND TRAINING

Bachelor of Arts

Organizational Management, Ashford University, November 2012 Military Service, November 1991 Transportation Specialist

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