Dinesha W. Griggs
Fort Worth,TX
Summary
Development /Leadership Training Self –Motivated Personable Excellent Listener Relationship Builder Strong Work Ethic 13 years with dynamic management, implementation and process improvement experience. Highly motivated with developmental training experience in both small and large groups. Efficient in adapting, organizing and facilitating management and team building programs. Bold leadership with strong communication skills, excellent interpersonal relationship skills and a reputation for honesty and integrity.
Overview
18
18
years of professional experience
Work History
Customer Support Supervisor
AMN Healthcare
11.2022 - Current
- Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
- Empowered and motivated employees via regular feedback to team members.
- Assisted team members in resolving customer satisfaction issues.
- Monitored employees' productivity, accuracy, and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
Team Lead
AMN Healthcare
07.2022 - 11.2022
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Participated in cross-functional team-building activities.
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Directed and supervised team of 8 engaged in Departmental Metrics and Coaching and Development
Customer Account Manager
AMN Healthcare
11.2021 - 07.2022
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Evaluated customers' potential needs to make appropriate recommendations.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Established performance and service goals and held associates accountable for individual performance
- Communicated and assigned with approximately 500 Clinicians. Assisting with question regarding pay.
Elevator Dispatcher
ThyssenKrupp Elevator
08.2019 - 11.2021
- Directed dispatching, routing and tracking of 150 fleet vehicles.
- Directed investigations to verify and resolve customer or shipper complaints.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over 400 daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Trained 20 new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction by 100%.
Trainer
Mercedes Benz Financial Services
01.2013 - 08.2019
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Assessed student needs to develop effective training plans.
Loss Recovery Skip
01.2015 - 01.2017
- Manage charge off accounts, Initiate contact with customers in an effort to resolve and negotiate payments
- Collaborate and Initiated/Headed monthly post-charge-off meeting with Cycle Collection
- Process invoicing for outside vendors, Assist Compliance with Vendor Management contracts, Assist Cycle with high profile accounts, Partnered with repo vendors to secure collateral
- Conduct departmental job shadows
- Collection SME (2015)
- Coordinate and conduct small group and individual training sessions; Delivered training in leadership, soft skills and technical and information sessions
- Promote team moral
- Initiate repossession proceeding by assigning accounts to the specialized vendor
- Collaborate with management and team member improve best practices with-in the department
Collection Specialist
01.2013 - 01.2014
- Verified all customer information and updated the system accordingly Collected payments via multiple sources Adhere to all FDCPA guidelines
- While building relationship though out the collections department and out external vendors taken a lead on team building activities.
Loss Mitigation Supervisor
JP Morgan Chase
01.2010 - 01.2012
- Review all work out options to determine the best decision for the consumer once the loan has reached 90 days
- Building positive relationship our outside vendors that conducted our appraisals and Title companies while continuing to collaborate with our underwriting department
Relationship Manager Supervisor
01.2011 - 01.2012
- Provide support to the loan officers and underwriting team by ensuring a 3-4 day turnaround time on decisioning all refinance loans (approval or denials).
Collection Supervisor
Nation Star Mortgage
01.2009 - 01.2010
- Managed a team that was responsible pull the consumers credit report, employment history and income to determine work out option for accounts that where close to Foreclosure
- Worked in an Consultative role with Loss Mitigation in reducing the amount of accounts being sent to Loss Mitigation, I then transitioned into the mortgage industry as a Pre Collections, Loss Prevention Manger handling Welcome Calls 0-20 days
- Charter Communication
- I stated my career in telemarketing a charter communication as a collection supervisor collecting on past due accounts.
Loan Servicing Manager
Fremont Investment & Loans
01.2006 - 01.2009
- As a Loan Servicing manager over the modification team my job was to collaborate and build strong relationships with our Collections department, Payment processing department to when decisioning an account for the approval of the modification
- Review decline modifications for other work out option that where available to the customer.
Education
Bachelor of Science - Business Management
The University of Phoenix
Phoenix, AZ10.2023
Some College (No Degree) - Nursing
South Plains College
Levelland, TX05.1996
High School Diploma -
Green B Trimble Technical High School
Fort Worth TX05.1995
Skills
- Verbal and Written Communication
- Coaching and Mentoring
- Teamwork and Collaboration
- Issue Resolution
- Analytical Thinking
- Giving Constructive Feedback
- Service Level Agreements
- Work Planning and Prioritization
- Attention to Detail
- Continuous Professional Improvement
- Evaluating Employee Work
- Overseeing Daily Activities
Timeline
Customer Support Supervisor
AMN Healthcare
11.2022 - Current
Team Lead
AMN Healthcare
07.2022 - 11.2022
Customer Account Manager
AMN Healthcare
11.2021 - 07.2022
Elevator Dispatcher
ThyssenKrupp Elevator
08.2019 - 11.2021
Loss Recovery Skip
01.2015 - 01.2017
Trainer
Mercedes Benz Financial Services
01.2013 - 08.2019
Collection Specialist
01.2013 - 01.2014
Relationship Manager Supervisor
01.2011 - 01.2012
Loss Mitigation Supervisor
JP Morgan Chase
01.2010 - 01.2012
Collection Supervisor
Nation Star Mortgage
01.2009 - 01.2010
Loan Servicing Manager
Fremont Investment & Loans
01.2006 - 01.2009
Bachelor of Science - Business Management
The University of Phoenix
Some College (No Degree) - Nursing
South Plains College
High School Diploma -
Green B Trimble Technical High School