Carla Adams
Terrell,TX
Summary
Experienced in customer service with a passion for assisting individuals in their time of need. Demonstrated ability to lead and support teams in the absence of a team lead, ensuring smooth operations. Proficient in spreadsheet management and actively participated in a mentorship program to enhance leadership skills. Seeking to advance my career in the financial industry by gaining comprehensive knowledge of each department. Known for being personable and dedicated, bringing extensive experience in the financial sector. A solid team player with a positive attitude, excelling at establishing rapport with clients and striving to maintain high levels of customer satisfaction. Committed to contributing to company success through quality, speed, and process optimization. Excellent communication skills and a results-oriented mindset, passionate about building relationships, cultivating partnerships, and driving business growth. Known for reliability, with a proven track record in demanding sales and account management environments. A strong presenter and problem solver, effectively addressing diverse customer needs while promoting new products and meeting sales objectives.
Overview
21
21
years of professional experience
Work History
Loan Service Representative II
Exeter Finance
10.2020 - 05.2024
- Inform customers about billing procedures, process payments and provide payment option setup assistance
- Asking probing questions to determine service needs and accurately input information into electronic systems
- Evaluate customer account information to assess current issues and determine potential solutions
- Maintain a calm, friendly demeanor with upset customers to de-escalate stressful situations
- Deliver high level of service and support to each customer, paving way for future business opportunities
- Consult with customers to determine best methods to resolve service and billing issues
- Work with team members to make sure everyone is keeping up with new, correct information and procedures
- Help to keep a friendly positive work environment and keep motivation high in other team members as well as myself, answer question when manager is not available while still keeping up with my work as well.
Customer Service Representative II
GM Financial
02.2020 - 10.2020
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Evaluated customer account information to assess current issues and determine potential solutions
- Consulted with customers to determine best methods to resolve service and billing issues
- Delivered service and support to each customer, paving way for future business opportunities
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Documented conversations with customers to track requests, problems and solutions.
Lease End Specialist
GM Financial
10.2018 - 02.2020
- Improved customer satisfaction by finding creative solutions to problems
- Recognized by management for providing exceptional customer service
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
- Demonstrated self-reliance by meeting and exceeding workflow needs
- Improved operations by working with team members and customers to find workable solutions
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Customer Account Representative II
GM Financial
09.2007 - 10.2018
- Assist customers in making their payments and getting their accounts current
- I also assisted with helping my team work through the queues daily
- Improved operations by working with team members and customers to find workable solutions
- Handled irate customers smoothly to achieve performance targets
- Reasoned with customers and attempted to negotiate full balance payments
- Used effective questioning techniques to clarify why debtors were delinquent
- Advised debtors on payment options and set up payment plans
- Handled contracts and payments on accounts
- Processed payments over phone
- Negotiated credit extensions to assist customers in paying overdue accounts
- Recorded information about customers' financial status and collections status efforts.
Customer Service Supervisor
Fry's Electronics
04.2003 - 09.2007
- I was in charge of the cashiers and making sure the safe was balanced on my opening and closing shifts
- I assisted in schedules as well as customer complaints.
Education
GED -
Grand Prairie High School
01.1994
Skills
- Team work
- Store maintenance
- Adaptive team player
- Senior leadership support
- High-energy attitude
- Problem-solving abilities
- Call center experience
- Promotional support
- Stockroom procedures
- Empathy and patience
- Professionalism and Integrity
- Regulatory Compliance Knowledge
- Loan servicing understanding
- Debt collection experience
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Customer service-focused
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Relationship Building
- Active Listening and Learning
- Microsoft Office
- Oral and Written Comprehension
- Team building
- Data Entry
- Self Motivation
- Professionalism
- Document analysis
- Time management abilities
- Adaptability
- Written Communication
Timeline
Loan Service Representative II
Exeter Finance
10.2020 - 05.2024
Customer Service Representative II
GM Financial
02.2020 - 10.2020
Lease End Specialist
GM Financial
10.2018 - 02.2020
Customer Account Representative II
GM Financial
09.2007 - 10.2018
Customer Service Supervisor
Fry's Electronics
04.2003 - 09.2007
GED -
Grand Prairie High School
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