Daphne Hampshire
Ramona,OK
Summary
Obtain a position where my strengths can best be used. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
23
23
years of professional experience
Work History
Credit Bureau Disputes
Capital One
- Worked in credit bureau disputes, worked on eoscar in conjunction with titan.
- Examining credit bureau disputes in a timely manner. Insuring Capital One is reporting correct information.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Collaborated with cross-functional teams for successful resolution of complex dispute scenarios.
Sr Ops Coordinator Reinstatement
Capital One
09.2017 - Current
- Work in reinstatements, department as a work from home representative. Taking inbound calls. Helping customers navigate getting back in their vehicles after a repossession.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Sr Ops Coordinator Repossession Department
Capital One Auto Finance
08.2009 - 09.2017
- Managing and organizing a monthly list of accounts, making inbound and outbound calls, finding solutions for keeping customers in their cars, focusing on the many details involved in repossession accounts. Working through all changes within systems.. Collaborating successfully with a team, sharing my knowledge with new members of our team.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Used skip tracing resources to locate debtors and updated information in company system.
- Counseled debtors on payment options and arranged installment agreements.
- Contributed to business growth by identifying opportunities for process improvement and recommending actionable solutions.
- Organized company-wide events that boosted employee morale and cultivated team spirit within the organization.
- Spearheaded a volunteer event that positively impacted local nursing home.
Inbound/Outbound Collections Representative
HSBC
01.2001 - 08.2009
- Customer Service, Collections, In bound and outbound call center environment, Cafe, Evolve, FDR, Communicating with credit card holders by inbound and outbound calls, Dealing with questions and concerns, Assisting customers to resolve delinquent accounts, Collecting on past due accounts, while maintaining customer loyalty.
- Achieved performance goals on consistent basis.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
Liberty Mounds High School
Mounds, Oklahoma01.1981
Skills
- Compliance Awareness
- De-Escalation Techniques
- Customer Service
- Decision-Making
- Relationship Building
- Goal Setting
References
on request
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteImportant To Me
Company CultureWork-life balanceWork from home optionPaid sick leaveHealthcare benefitsPaid time offFlexible work hoursPersonal development programsQuote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Repeatedly commended by superiors for excellent customer service.
Timeline
Sr Ops Coordinator Reinstatement
Capital One
09.2017 - Current
Sr Ops Coordinator Repossession Department
Capital One Auto Finance
08.2009 - 09.2017
Inbound/Outbound Collections Representative
HSBC
01.2001 - 08.2009
Credit Bureau Disputes
Capital One
Liberty Mounds High School