Annie Fulton-Snelling
Little Rock,Arkansas
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
14
14
years of professional experience
Work History
Skip Analyst
Ally Financial
Little Rock, AR
01.2014 - 01.2015
- Examined and audit individual accounts across three sites
- Implemented robust, relied and customized reports and visualizations using BI tools (Power BI, Cognos, Excel)
- Developed and maintained self-service reporting solutions and/or automated solutions
- Use SQL as main tool for data preparation: extracting, cleansing, aggregation and summarizing data to create meaningful visualizations
- Ensured the quality and accuracy of data by creating automated testing scripts
- Reviewed proposed production changes to ensure highest quality data standards and lowest production impact
- Navigated and leveraged existing complex data structures for reporting
- Supported production BI solutions by monitoring and tuning SQL queries and data loads.
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Identified opportunities for process improvements across the organization.
CUSTOMER SOLUTIONS REPRESENTATIVE
Ally Financial
Little Rock, AR
04.2001 - 01.2014
- Handled accounts with speed and accuracy while maintaining professionalism
- Completed phone calls to meet required performance standards and metrics
- Confirmed and/or negotiate payment arrangements, research any discrepancies
- Maintained established objectives for delinquency, repossessions and net losses; stay informed of changes
- Used computerized system for tracking, information gathering, and/or troubleshooting
- Responded to customer inquiries via telephone, Shaw workflows, CRTS and/or e-mails within established time frame
- Evaluated accounts to find a win/win solution to avoid repossession loss.
- Provided excellent customer service to ensure client satisfaction.
- Provided training materials for new employees joining the Customer Solutions team.
- Utilized problem solving skills to provide solutions that meet the needs of the customers.
Customer Service Team Lead
Ally Financial
Little Rock, AR
08.2015
- Assisting and guiding team members, speaking with customers over the phone, gathering the facts about the reasons for delinquency, helping customers find solutions to bring their account current, and negotiating payment resolutions.
- Exceed objectives provided periodically by Collections leadership.
- Train and develop analysts, collectors, and newer supervisors through 1:1 coaching, phone monitoring, and audits.
- Develop, lead, and collaborate with a cross-functional working team to achieve maximum results.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
- Enforced compliance with company standards related to safety, security, quality assurance.
- Organized team meetings to discuss new initiatives or changes in policies and procedures.
Education
Criminal Justice
University of Arkansas at Little Rock
Little Rock, ARSkills
- Extensive skip tracing knowledge and skill
- Ability to develop employees
- Strong leadership skills
- Excellent overall team performance
- Professional telephone demeanor
- Team Training
- Customer service excellence
- Team Management
Timeline
Customer Service Team Lead
Ally Financial
08.2015
Skip Analyst
Ally Financial
01.2014 - 01.2015
CUSTOMER SOLUTIONS REPRESENTATIVE
Ally Financial
04.2001 - 01.2014
Criminal Justice
University of Arkansas at Little Rock
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