ASHLEY GUERRERO
Laveen,AZ
Summary
Motivated professional experienced in leading teams to success. Possesses exceptional communication and problem-solving skills, as well as a strong ability to build relationships and motivate team members. Proven track record of developing successful teams and achieving organizational objectives.
Overview
10
10
years of professional experience
Work History
Reinstatement Team Lead
Bridgecrest
Mesa, AZ
01.2024 - Current
- Maintain high volume of calls and meet demands of a busy and productive group
- Collaborate with leaders across the business to identify areas of opportunity in loss mitigation
- Meet with team members regularly to educate on any updated policies and/or procedures
- Spearheaded the development of a new virtual training program tailored for new employees located across the United States
- Supervised the daily work of staff to ensure work prioritization and quality
- Mentored and coached team members to ensure successful performance
- Delegated tasks to team members according to project requirements and employee strengths
- Enforced company policies while providing guidance and support as needed, revealing sound judgment and decision-making ability
- Trained staff on product knowledge to ensure customers received accurate information, displaying excellent instructional abilities
- Monitored daily operations, utilizing organizational and problem-solving skills to identify areas for improvement
- Reported staff progress, deficiencies, and training needed to management
- Resolved problems and escalated high-level issues to supervisor within established timeframes
- Assisted management in assessing internal staffing, deployment, and training needs, recommending enhancements and changes as appropriate
- Created detailed process documents to streamline workflow efficiency, illustrating aptitude for process optimization
Reinstatement Specialist
Bridgecrest
Mesa, AZ
10.2021 - 01.2024
- Collaborate with leaders across the business to identify areas of opportunity in loss mitigation.
- Oversee department contests which amplify cash flow for the business through team motivation strategies.
- Facilitate multiple team huddles on a variety of topics to create consistency on any updated policies and/or procedures.
- Lead training and onboarding activities for employees transitioning from other departments into Reinstatements, across states.
- Foster a new sub-team which gathers data to help identify new ways to increase business revenue through incentivization strategies.
- Provide coaching and feedback to peers to focus on areas of opportunity and maximize performance results.
- Maintain high volume of calls and meet demands of a fast paced, solution-based department.
Loan Advisor
Bridgecrest
Mesa, AZ
07.2016 - 10.2021
- Educated customers with their loan to lead them to path to ownership.
- Maintained high volume of calls and meet demands of a fast paced, solution-based department.
- Oversees daily reports for team and department.
- Collaborated with management as a team member.
- Assisted with projects such as running trainings for new members of the team.
- Consistently hit metrics and goals.
- Ran side by sides for training and new hire potentials.
Supervisor
GC Services
Mesa
08.2014 - 07.2016
- Handled a sustained high volume of calls to meet the demands of a busy call center environment
- Mentored, trained, and coached new agents to ensure adherence to company standards and best practices
- Managed escalated customer issues with a focus on resolution and customer satisfaction
- Provided peer-to-peer coaching to enhance team performance and knowledge sharing
- Disseminated accurate information regarding new events and products to stakeholders within the company
- Demonstrated quick problem-solving abilities in complex situations, maintaining a high standard of customer care
- Resolved complex inquiries and effectively communicated information to ensure customers had a comprehensive understanding of our offerings
Education
General Studies -
Mesa Community College
Mesa, AZSkills
- Staff Training
- Written Communication
- Time management abilities
- Coaching
- Quality Improvement
- Giving Constructive Feedback
- People Management
Timeline
Reinstatement Team Lead
Bridgecrest
01.2024 - Current
Reinstatement Specialist
Bridgecrest
10.2021 - 01.2024
Loan Advisor
Bridgecrest
07.2016 - 10.2021
Supervisor
GC Services
08.2014 - 07.2016
General Studies -
Mesa Community College