DWAYNE M HOLDER
Las Vegas,NV
Summary
Professional with expertise in consumer lending, equipped to streamline loan processing and ensure compliance. Proven ability to adapt to shifting needs while maintaining high standards of accuracy and efficiency. Strong collaboration skills, valued for reliable support and effective communication within teams. Skilled in document verification, risk assessment, and customer service.
Offering solid foundation in financial principles and customer service, eager to learn and excel in consumer lending environment. Brings aptitude for understanding financial regulations and loan processing, along with excellent analytical skills. Ready to use and develop skills in credit evaluation and client relationship management in Consumer Lender role.
Overview
10
10
years of professional experience
Work History
Consumer Lending
Barclays US
05.2024 - Current
- Communicated with loan members through inbound and outbound channels to address account inquiries and provide resolutions.
- Facilitated payment programs and settlements to enhance customer satisfaction.
- Collaborated with third-party entities to manage client account inquiries and resolutions.
- Managed a worklist for overdue accounts, ensuring timely follow-up and resolution.
Driver
Uber/lyft
03.2015 - Current
- Maintained a 4.93 star rating out of 5 stars
- Transported clients in a safe and timely matter
- Met all safety requirements given by Uber/Lyft
Escalation Specialist
Barclays US
09.2022 - 05.2024
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Tracked and maintained daily operational data to ensure accurate reporting and workflow efficiency.
Account Manager Business Card
Barclays US
11.2021 - 08.2022
- Communicated effectively with business card members to address inbound and outbound account servicing needs.
- Managed relationships with high-profile clients in the small business sector, ensuring exceptional service and satisfaction.
- Managed daily worklist to efficiently address past-due accounts.
- Selected to join a pilot team for Salesforce implementation, enhancing client relationship management.
Account Manager Consumer Card
Barclays US
06.2020 - 10.2021
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Communicated with card members through both inbound and outbound calls to address inquiries and provide solutions.
Education
Certification - Automotive Technology
Los Angeles Trade-Tech College
Las Vegas, NVSkills
- Customer Service
- Clerical
- Critical Thinking
- Mathematics
- Extensive Data Entry
- 10 Key by Touch
- Type 35 wpm
- Transportation
- Mechanical
- Consumer Lending Knowledge
- Consumer lending
- Consumer lending expertise
- Customer service
- Teamwork and collaboration
- Client relations
- Goal oriented
Accomplishments
Recognized for work done in escalation role quarter 1 2023
Timeline
Consumer Lending
Barclays US
05.2024 - Current
Escalation Specialist
Barclays US
09.2022 - 05.2024
Account Manager Business Card
Barclays US
11.2021 - 08.2022
Account Manager Consumer Card
Barclays US
06.2020 - 10.2021
Driver
Uber/lyft
03.2015 - Current
Certification - Automotive Technology
Los Angeles Trade-Tech College
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