Deidra Lee
Wilmer,TX
Summary
Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Member Debt Specialist
USAA federal Savings Bank
07.2022 - Current
- The Member Debt Representative is responsible for understanding member's needs and delivering intelligent personalized solutions and education that will improve their overall financial security
- Payment arrangements may be negotiated to minimize loss to the organization
- In addition, this role protects the financial interests of USAA by communicating with members, nonmembers and/or external third parties to collect and resolve delinquent accounts
- Accounts are handled and worked in accordance with operational standards; follows the Fair Debt Collection Protection Act (FDCPA) and all local, state and federal laws pertaining to loan verification and collection
Customer Experience Specialist
Capital One
03.2021 - 07.2022
- Answer inbound calls and greet customers with energy and enthusiasm
- Use a conversation based approach to uncover customer needs using open-ended questions - after all, scripts are for robots
- Assist customers with online auto refinance questions in an energetic and spirited manner
- Perform multiple tasks / navigate multiple systems simultaneously to service the customer's application or troubleshoot their questions and issues
- Build trust and confidence with our customers that we are there to help serve their needs and reach their financial goals
- Strive for first call resolution, and take true ownership of customer needs and issues
- Own your personal development to achieve job proficiency, meet performance goals and independently keep your own technical know-how up to date
Customer Care Representative
TBK Bank, SSB
Dallas, TX
11.2019 - 11.2020
- Responsible for handling in-bound calls and emails in a fast-paced environment while processing customer requests
- Essential duties and responsibilities include the following
- Listens, comprehends, resolves, and providing excellent service during every call or email
- Keeps management abreast of any significant problems
- Tech support
- Demonstrates an understanding of Bank products and services
- Recognizes an opportunity to deepen relationship with core TBK Bank products and services
- Proactive in assessing and providing suggestions to offer improved service
- Other duties, as assigned
Savings Specialist
Goldman Sachs
Dallas, TX
12.2018 - 09.2019
- Responsible for answering incoming calls from Marcus customers and prospects, providing product information, account opening services as well as account maintenance
- Providing a superb customer experience while educating customers on bank features
- Provides detailed information about savings products
- Navigating customers through website
- Assisting customers with Troubleshooting
- Processing incoming and outgoing transfers
- Initiating outgoing wires per customers request
- Mailing out requested letters
- Documenting each call
- Updating account information
- TECH SUPPORT - troubleshooting
- Submitting customer feedback
Customer Service Representative
Kohl's
Dallas, TX
09.2016 - 11.2018
- Responsibilities consist of:
- Taking inbound calls assisting customers with placing online orders
- Resolving any issues a customer come across while placing any order
- Making sure the customer has sufficient funds on Kohl's credit card
- Collecting payments and reviewing customers credit card account
- Taking inbound collections calls for customers that are 30 days late on account
- Submitting credit limit increase
- Reporting Cards lost or stolen
- Closing accounts/Opening Accounts
- Adding and removing authorized users from accounts
- Updating account information
- Reviewing accounts and removing any fees if account is eligible
- Reviewing customer rewards account and issuing any lost or missing coupons
Education
HIGH SCHOOL DIPLOMA -
LIFE SCHOOL
ASSOCIATES OF ARTS -
CEDAR VALLEY COLLEGE
Skills
- Sales
- Communication skills
- Microsoft Office
- Data entry
- Microsoft Excel
- Computer skills
- Multitasking
- Cultural awareness
- Collaboration
- Time management
- Quality assurance
- Microsoft office
- Networking
- Training & Development
- Interpersonal communication
- Maintenance & repair
- Basic math
- MS office
- Teamwork and collaboration
- Critical thinking
- Problem resolution
- Public speaking
- Collection strategies
- Loan servicing
- Debt management
- Debt settlement
- Customer research
- Proficiency in [software]
- Investigation due diligence
- Patience and persistence
- Account management
- Following conversation scripts
- Performance improvement techniques
- Negotiation
- Performance improvements
- Payment acceptance
- Call center experience
- Issue investigation
- Call center background
- Accounting systems
- Collections best practices
- Case investigation
- Client relations
- History research
- Stress tolerance
- Email etiquette
- Client retention strategies
- Inbound call answering
- Refunds processing
- Call documentation
- Decision-making
- Account updates
- Conflict mediation
- Adaptability and flexibility
- Reliability
- Problem-solving aptitude
- Data evaluation
- Recordkeeping strengths
- Office equipment proficiency
Personal Information
Authorized To Work: US
Timeline
Member Debt Specialist
USAA federal Savings Bank
07.2022 - Current
Customer Experience Specialist
Capital One
03.2021 - 07.2022
Customer Care Representative
TBK Bank, SSB
11.2019 - 11.2020
Savings Specialist
Goldman Sachs
12.2018 - 09.2019
Customer Service Representative
Kohl's
09.2016 - 11.2018
HIGH SCHOOL DIPLOMA -
LIFE SCHOOL
ASSOCIATES OF ARTS -
CEDAR VALLEY COLLEGE
Similar Profiles
John CaicedoJohn Caicedo
Customer Service/Sales Associate at USAA Federal Savings BankCustomer Service/Sales Associate at USAA Federal Savings Bank
Hilary AlegriaHilary Alegria
Deposit Services Representative at USAA Federal Savings BankDeposit Services Representative at USAA Federal Savings Bank
Desiree PerezDesiree Perez
Website Customer Support Specialist at USAA Federal Savings BankWebsite Customer Support Specialist at USAA Federal Savings Bank
Amanda MartinezAmanda Martinez
Profile Recovery/Customer Service Representative at USAA Federal Savings BankProfile Recovery/Customer Service Representative at USAA Federal Savings Bank
Teresa SorianoTeresa Soriano
Real Estate Assistant & Leasing Representative at Web City PropertiesReal Estate Assistant & Leasing Representative at Web City Properties