Summary
Overview
Work History
Education
Skills
Work Availability
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EBONE WILSON

EBONE WILSON

Durham,NC

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience

Work History

Operations Manager

MH Wilson Logistics LLC
10.2020 - Current
  • Monitor operational policies and procedures
  • Oversee day-to-day operations such as finance, human resources, and sales
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
  • Assisted in recruiting, hiring and training of team members.
  • Interacted well with customers to build connections and nurture relationships.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Creation of operational reports and management reports
  • Ensure state, and federal compliance
  • Drive sustainable growth and minimize losses. Head outreach and business relationships.
  • Developed and maintained relationships with external vendors and suppliers.
  • Increased revenue by 25%.

Team Leader

Consolidated Asset Recovery Systems
03.2020 - 05.2021
  • Oversees daily management, administration, and activity of facilities and programs in designated area.
  • Gives facility management direction, leadership, and assistance. To deliver high quality customer service and great customer care, ensures compliance with established corporate and regulatory rules and procedures.
  • Held weekly team meetings to inform team members on company news and updates.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Providing both regular informal comments and formal feedback during annual performance review process in order to find and nurture talent.
  • Ensure and facilitate development of departmental management teams/succession plans through coaching, training and leadership development.
  • Review analysis of performance, including local financial and productivity data, and make appropriate changes to strategies, goals, and objectives according to current conditions and circumstances.
  • Collaborated with various groups to troubleshoot and resolve build and deployment issues.
  • Worked well in team setting, providing support and guidance.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in team environment.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised 5 team members to confirm compliance with set procedures and quality requirements.

Customer Service Representative

Consolidated Asset Recovery Systems
06.2019 - 03.2020
  • Answering incoming calls from agents, clients, and customers while delivering high degree of professionalism and customer service, and while adhering to industry compliance standards
  • Building successful relationships with contractors (repossession agents) and clients in order to service accounts
  • Providing written and / or verbal communications to clients and contractors
  • Assisting with updates and account management for team.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of customer calls with minimal wait times.
  • Managed over 50 customer calls per day.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Vendor Service Specialist

Consolidated Asset Recovery Systems
05.2018 - 06.2019
  • Contracting new vendors, training vendors on software and vendor performance compliance
  • Identifying and making recommendations for additional areas which need more vendors or replacement coverage.
  • Monitors and keeps organized records of insurance, certificate renewals, cancellations and policy changes for all vendors according to company guidelines.
  • Handles compliance issues on daily basis including but not limited to agent updates and overdue cases.
  • Handles any damage claims as first point of contact for escalation from either Operations or Remarketing, and documents in compliance incident manual.
  • Escalates liability claims where needed.
  • Monitors condition report completion, vendor invoicing and proper storage and release of inventory
  • Coordinates with Director of Operations to ensure all escalations and compliance requirements are handled in timely manner.
  • Evaluated systems according to predetermined checklist and noted issues.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Managed over 50 customer calls per day.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Forfeiture Manager

People's First Choice Surety
06.2015 - 03.2016
  • Manage bond forfeiture department to ensure that company incurs minimum financial loss.
  • Create and review Excel forfeiture reports, liability reports, and exoneration reports to ensure accuracy.
  • Monitor bail bond sub-agencies open and closed bond forfeiture liability.
  • Track sub-agencies monthly percentages of financial loss.
  • Run VCAP and ACIS reports weekly.
  • Checking statuses of paid bond forfeitures notices to verify which cases can be remitted.
  • Accomplished multiple tasks within established timeframes.
  • Motions for Relief and Remittance of forfeiture payments and file with appropriate courthouse.
  • Researched, identified, and approved correct documentation for bond forfeiture set asides.
  • Supervise forfeiture department staff.
  • Serve as liaison for management, bail agencies, bounty hunters, clerks of courts, attorneys, and surety companies.
  • Set goals and deadlines for department.
  • Analyze and process judgments, forfeitures, set asides, discharges, and resolve any inaccuracies.
  • Managed and tracked over 200 bond forfeiture cases and notices per month.

Loss Prevention Manager

1st Atlantic Surety Company
03.2014 - 06.2015
  • Manage bond forfeiture department to ensure that company incurs minimum financial loss.
  • Track unpaid bail bond forfeiture premium and notify agencies.
  • Create and review Excel forfeiture reports, liability reports, and exoneration reports to ensure accuracy.
  • Monitor bail bond sub-agencies open and closed bond forfeiture liability.
  • Track sub-agencies monthly percentages of financial loss.
  • Performed VCAP and ACIS reports weekly.
  • Analyze and process judgments, forfeitures, set asides, executes, discharges, and resolve any inaccuracies by contacting agent, courts, print on-line minutes and accessing court websites.
  • Identify and research forfeited bonds and notify agent to determine if sufficient proof has been provided and notify agent if additional proof is needed.
  • Preparation and transmittals of emails and fax letters of judgments, demands, set asides and discharges to agents.
  • Prepare agent's documents for imaging to be archived within Captira system.
  • Retrieve imaged documents when proof is required for forfeitures, discharges, set asides.
  • Make necessary corrections when errors are detected.
  • Managed over 200 bond forfeitures cases and notices per month.

Education

No Degree - Criminal Justice

Saint Augustine's University
Raleigh, NC

Skills

  • Superb Time Management Skills
  • Customer Relationship Management
  • Operations Oversight
  • High-Pressure Environments
  • Strategic Partnership
  • Regulatory Compliance
  • Interpersonal Communications
  • Contract Development
  • Management Training
  • Contract Review and Recommendations
  • Leadership
  • Negotiation
  • Process Improvement
  • Maintaining Compliance
  • Performance Monitoring and Evaluation

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux

Timeline

Operations Manager

MH Wilson Logistics LLC
10.2020 - Current

Team Leader

Consolidated Asset Recovery Systems
03.2020 - 05.2021

Customer Service Representative

Consolidated Asset Recovery Systems
06.2019 - 03.2020

Vendor Service Specialist

Consolidated Asset Recovery Systems
05.2018 - 06.2019

Forfeiture Manager

People's First Choice Surety
06.2015 - 03.2016

Loss Prevention Manager

1st Atlantic Surety Company
03.2014 - 06.2015

No Degree - Criminal Justice

Saint Augustine's University

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EBONE WILSON