Summary
Overview
Work History
Education
Skills
Websites
Professional Development
Timeline
Generic

Cara Finley

Waconia,MN

Summary

Results-driven Customer Service Manager offering proven history of achievement during career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.

Overview

20
20
years of professional experience

Work History

Customer Service Manager

van Wagenen Financial Services
01.2018 - Current
  • Oversaw production and service delivery to ensure internal and external SLA's are consistently met
  • Improve operational systems, processes, departmental goals, procedures and policies
  • Manage team of up to 100 people across 3 departments (Call Center, Account Services and Escrow),including offshore B2B vendor and maintain accurate, detailed, and timely performance documentation for all team associates
  • Created quality control process to better track and identify trends and initiated new change management process to have better documentation of any changes in QC or processes
  • Developed and executed plan to get all delayed call files in good standing; which included 13,000 accounts as a special project
  • Completed projects 3-days ahead of schedule in a file that was 17-days delinquent
  • Oversaw three budgets totaling $3.5M and improved training and quality departments, ensuring business goals were aligned
  • Changed overall call center process, reducing the number of representatives who failed QC by ½ while increasing productivity by 33%
  • Implemented two separate telephony changes including script writing and UAT testing
  • Opened dialogue between departments for better communication
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Joined Complaint Committee to oversee company customer complaints, research, and provide resolution.

Assistant Customer Service Manager

van Wagenen Financial Services
01.2018 - 01.2018
  • Improved and maintained SLA's and client expectations
  • Managed inventory for onshore and offshore call files
  • Oversaw general operations and day-to-day activities of up to 100 people, including offshore B2B vendor
  • Joined Associate Action Committee, improving overall company moral and employee satisfaction.

Customer Service Supervisor

van Wagenen Financial Services
01.2017 - 01.2018
  • Managed associate performance and quality control
  • Coached and developed employees
  • Cross trained associates
  • Determined work schedules and workflows for up to 30 staff, including a team lead
  • Handled escalated calls and complaints
  • Instituted team incentives and created motivational tools, increasing team QC by 4% leading the site
  • Improved daily document tasks and assignments, incorporating supervisor tools
  • Joined the Volunteer Committee, assisting in promoting company values.

Collections Supervisor

AllianceOne Inc.
01.2013 - 01.2017
  • Managed a team of up to 15 people in a fast pace environment
  • Provided training/monitoring, handled escalated complaint calls, managed to proper laws and regulations, analyzed, problem solved, inventory management/control and fulfilled the employee corrective action process
  • Managed high risk accounts over 6 portfolios, ensuring adherence to the stricter laws and followed the appropriate guidelines
  • Executed customer specific written agreements within a two-day regulation expectation- up to 50 a day
  • These agreements were required to be in writing and completed within the obligatory time frame to maintain compliance.

Collection Agent

AllianceOne Inc.
01.2010 - 01.2013
  • Received inbound calls and contacted delinquent customers to obtain payment guarantees and brought resolution to unpaid accounts on credit card debt
  • Communicated and built rapport with individuals by phone and mail, negotiated and recommended repayment options on accounts based on situational facts
  • Updated computer files while keeping confidentiality
  • Highest collection total 119% in consumer credit card debt
  • Maintained knowledge of Fair Debt Collection Laws, assuring compliance
  • Succeeded meeting personal collection goals while maintaining highest level of quality assurance
  • Performed effective skip tracing, locating consumers that no longer had good point of contact increasing the recovery prospects.

Veterinarian Assistant/Receptionist

Gentle Doctor Veterinary Clinic
01.2007 - 01.2010
  • Assisted Veterinarians in health care duties, completing pharmacy orders, assisting in surgeries and laboratory work
  • Performed receptionist duties such as scheduling appointments, filing, customer service, billing activity, inventory and ordering of additional supplies
  • Purchased new computer system and converted the existing practice to the new system
  • Entered data into the new practice management system as well as trained staff members to efficiently utilize the new format
  • Trained technical support team, confirming best practices were followed
  • Provided high level of customer service, verifying questions and requests were met to customers
  • Resolved conflicts and patient grievances during the billing process, maintaining strong client relations.

Veterinary Assistant

Flying Cloud Animal Hospital
01.2004 - 01.2008
  • Was responsible for traditional Veterinarian Assistant responsibilities with a primary focus on laboratory work
  • Providing assistance in receptionist duties, such as checking clients in and out and scheduling appointments
  • Responsible for training new Kennel Assistants.

Education

Associate of Arts - Liberal Arts, General Education

Normandale Community College
Bloomington, MN

Skills

    • Career Motivation
    • Customer Service
    • Training/Development
    • Managing Performance Coaching
    • Change Management
    • Inventory Management
    • Complaint Resolution
      • Microsoft Outlook, Word, and Excel
      • Problem-Solving
      • Customer-focused
      • Decision-Making
      • Team Building and Leadership
      • Quality Assurance

Professional Development

  • 6 Critical Practices for Leading a Team
  • 5 Choices to Extraordinary Productivity
  • Situational Leadership

Timeline

Customer Service Manager

van Wagenen Financial Services
01.2018 - Current

Assistant Customer Service Manager

van Wagenen Financial Services
01.2018 - 01.2018

Customer Service Supervisor

van Wagenen Financial Services
01.2017 - 01.2018

Collections Supervisor

AllianceOne Inc.
01.2013 - 01.2017

Collection Agent

AllianceOne Inc.
01.2010 - 01.2013

Veterinarian Assistant/Receptionist

Gentle Doctor Veterinary Clinic
01.2007 - 01.2010

Veterinary Assistant

Flying Cloud Animal Hospital
01.2004 - 01.2008

Associate of Arts - Liberal Arts, General Education

Normandale Community College
Cara Finley