Alana Miller
Spartanburg,SC
Summary
To obtain a challenging, growth-oriented career with an organization where my experience will be an asset. In addition, my personal goal is to promote the company objectives and values of the organization.
Overview
11
11
years of professional experience
Work History
Mortgage Payment Solutions Specialist II
Truist
02.2023 - Current
- Maintained strong relationships with existing customers by delivering exceptional service and ongoing support as needed.
- Identified opportunities for upselling additional services, resulting in increased revenue for the company.
- Provided timely support to clients during post-implementation, ensuring smooth transitions and minimal disruption to operations.
- Improved overall progress through working closely with staff members and streamlining processes.
- Increased productivity by collaborating with management to develop process improvements.
- Leveraged industry expertise to anticipate future trends and proactively develop innovative solutions for market demands.
- Optimized processes by automating manual tasks where possible, freeing up time for more strategic initiatives.
- Communicated complex technical concepts effectively to non-technical stakeholders, fostering understanding and buy-in at all levels of the organization.
Customer Service Representative
Rentokil Terminix
02.2022 - 02.2023
- Answer a high volume of inbound calls regarding payments, service reports
- Dispatch technicians to service calls
- Inbound calls for payments and payment processing
- Root cause resolution
- Creating and implementing Standard Operating Procedures for new assignments.
Credit Reporting Analyst
American Credit Acceptance
12.2017 - 05.2021
- Direct and indirect credit bureau dispute processing in e-OSCAR
- Negotiate financial transactions and prepare documentation within limits of credit authority
- Assist in negotiating financial and preparing transactions for documentation for arrangements in excess of credit bureaus
- Training and Development for new and seasoned colleagues
- Sample/Review accounts for legitimacy of their nature; SCRA, Bankruptcy, Extensions, Modifications, Charge-Off, etc.
Customer Contact Monitoring - Team Lead
American Credit Acceptance
03.2017 - 12.2017
- Review and implemented coaching(s) and coaching opportunities from call recordings via CallMiner monitoring & Aspect recording programs
- Developed policy and procedure recommendations based on loan process reviews resulting in performance improvements in loan activity and compliance
- Monitored debt collection and loan servicing procedures and ensure compliance with state and federal guidelines (TILA, FDCPA, etc.)
- Reviewed legal accounts and call recordings upon request.
Quality Assurance Analyst
American Credit Acceptance
07.2014 - 03.2017
- Proven Quality Assurance Analyst with extensive compliance and process management abilities
- Promoted world class customer service within the financial sector based on outstanding interpersonal skills developed through direct loan servicing experience
- Developed policy and procedure recommendations based on loan process reviews resulting in performance improvements in loan activity and compliance
- Implemented coaching opportunities to provide feedback and address areas of weakness amongst collections agents
- Monitored debt collection and loan servicing procedures and ensure compliance with state and federal guidelines (TILA, FDCPA, etc.)
Collections Agent
American Credit Acceptance
11.2013 - 07.2014
- Handled a high volume of in-bound and out-bound calls to conduct the reconciliation and collection of delinquent accounts
- Managed customer relationships by constructing and effectively communicating repayment plans to accommodate customers' financial standing.
Education
N/A -
Spartanburg Community College
Skills
- Data Entry
- Product Knowledge
- Customer Relationship Management
- Creative solutions
- Opening and closing procedures
- Quality Assurance
- Project Management
- Safety Regulations
- Product Demonstration
- Recommending products
- Marketing
- Software Development
- Innovation Skills
- Updating software
- Excellent Communication
- Active Listening
- Team Collaboration
- Effective Communication
- Self Motivation
- Highly Professional
- Professionalism
- Customer Communication and Empathy
- Device Installation
- Application support
- Time management abilities
- Continuous Improvement
- Adaptability
- Written Communication
Keyproficiencies
- Quality Assurance
- Risk Mitigation
- Data Analysis
- Microsoft Office
- Performance Improvements
- Workflow Management
- Root Cause Analysis
- Customer Satisfaction
- Compliance
- Loan Servicing
- Payment Processing
Affiliations
N/A
Timeline
Mortgage Payment Solutions Specialist II
Truist
02.2023 - Current
Customer Service Representative
Rentokil Terminix
02.2022 - 02.2023
Credit Reporting Analyst
American Credit Acceptance
12.2017 - 05.2021
Customer Contact Monitoring - Team Lead
American Credit Acceptance
03.2017 - 12.2017
Quality Assurance Analyst
American Credit Acceptance
07.2014 - 03.2017
Collections Agent
American Credit Acceptance
11.2013 - 07.2014
N/A -
Spartanburg Community College