Courtney Combs
Norfolk,VA
Summary
Accomplished Branch Manager with a proven track record at Regional Finance, enhancing team development and portfolio growth. Expert in sales coaching and regulatory compliance, achieving significant revenue generation. Skilled in employee mentoring and account management, fostering high levels of customer satisfaction and loyalty. Demonstrates a unique blend of technical and interpersonal skills to drive organizational success.
Overview
12
12
years of professional experience
Work History
Branch Manager
Regional Finance
12.2021 - Current
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Maintained friendly and professional customer interactions.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and operations.
- Examined customer loan applications for loan approvals and denials.
- Held sales coaching sessions.
Assistant Manager
Regional Finance
02.2021 - 12.2021
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Generated repeat business through exceptional customer service.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Account Specialist
World Finance
01.2017 - 02.2021
- Examined customer loan applications for loan approvals and denials.
- Collaborated with other departments to promptly process loan applications.
- Developed strong relationships with customers through high levels of customer service.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Developed and maintained relationships with customers, lenders and other third parties.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Team Support Specialist
Convergys
02.2016 - 01.2017
- Participated in cross-functional team-building activities.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
Transition Coach
Convergys
01.2015 - 02.2016
- Developed and executed performance management programs to increase employee engagement and productivity.
- Provided coaching and mentoring to employees.
- Established and maintained quality control standards.
- Addressed customer account discrepancies and concerns.
- Detailed payment options and explained price, receipt and billing details to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Technical Support Specialist
Convergys
08.2012 - 01.2015
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Used ticketing systems to manage and process support actions and requests.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Education
High School Diploma -
Clarksville High School
Clarksville, TN05.2011
Skills
- Sales Coaching
- Regulatory Compliance
- Revenue Generation
- Team Development
- Portfolio Growth
- Sales Tracking
- Employee Mentoring
- Team Training
- Account Management
- Credit and collections
- Sales Presentations
- Skip Tracing
Timeline
Branch Manager
Regional Finance
12.2021 - Current
Assistant Manager
Regional Finance
02.2021 - 12.2021
Account Specialist
World Finance
01.2017 - 02.2021
Team Support Specialist
Convergys
02.2016 - 01.2017
Transition Coach
Convergys
01.2015 - 02.2016
Technical Support Specialist
Convergys
08.2012 - 01.2015
High School Diploma -
Clarksville High School
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