Jearim Flores
Grand Prairie,TX
Summary
Accomplished professional with extensive experience at Ford Motor Credit Company, excelling in customer relations and bilingual support. Proven track record in enhancing customer satisfaction and streamlining processes. Adept at utilizing CRM software for data entry and issue resolution. Recognized for a goal-oriented mindset, achieving a 20% reduction in customer complaints through proactive problem-solving.
Personable and reliable with talent for building strong customer relationships and delivering exceptional service. Possess solid understanding of customer service principles and effective communication techniques, including resolving issues and providing accurate information. Committed to driving customer satisfaction and contributing to overall success of team.
Overview
23
23
years of professional experience
Work History
End of Lease Representative
Ford Motor Credit Company
Grand Prairie, TX
02.2020 - 05.2025
- Directed portfolio management for 60 to 90 lease end customer accounts to optimize customer service and operational efficiency.
- Implemented company policies during remote work to ensure protection of sensitive data for both the organization and customers.
- Facilitated customer understanding of lease termination by providing clear instructions and financial details to ensure smooth unit return.
- Coordinated end-of-lease processes to enhance customer satisfaction and dealership efficiency.
- Collaborated with customers and dealerships to determine and communicate accurate payoff amounts and preferred payment methods.
- Contacted past due and past term customers to ensure timely vehicle returns and address overdue payment amounts.
- Coordinated efforts to engage agents in recovering lease vehicles from customers who are unresponsive or unwilling to return them.
- Managed charge-off process as a last resort for cases involving customer refusal to return vehicles after unsuccessful recovery efforts.
Customer Service Representative
Ford Motor Credit Company
Irving, TX
06.2002 - 05.2025
- Resolved customer inquiries efficiently through phone.
- Processed account transactions accurately using proprietary software systems.
- Collaborated with team members to enhance customer satisfaction metrics.
- Delivered exceptional bilingual support to customers, resolving inquiries and issues efficiently.
- Utilized CRM software to track customer interactions and ensure timely follow-up.
- Collaborated with cross-functional teams to enhance service delivery and streamline processes.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Developed a deep understanding of customer service principles and customer service best practices.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
Loss Prevention Specialist
Ford Motor Credit Company
Irving, TX
02.2003 - 08.2020
- Managed a portfolio of more than 100 overdue customer accounts, following established company protocols and applicable collection regulations.
- Assessed customer needs and utilized all available resources to mitigate risks and safeguard company interests.
- Analyzed customer concerns through active listening to facilitate timely resolution of account delinquencies.
- Clarified how past due status affects account standing, emphasizing interest penalties, late charges, and risks to credit report.
- Coordinated vehicle recovery efforts by deploying agents when customer negotiations with the company did not yield favorable contract outcomes.
- Executed charge-off process as final measure when vehicle location remained untraceable.
Total Loss Specialist
Ford Motor Credit Company
Irving, TX
09.2009 - 01.2011
- Worked with the customer and the insurance company to facilitate all needed information to help resolve the claims.
- Followed up with the Insurance and with the customer to make sure all needed documents are receive to conclude the claim.
- Developed and maintained detailed records of all total loss evaluations and outcomes to make sure the company receives the right settlement amount.
- Worked with the customer and the Gap insurance company to facilitate all proper documents needed for a settlement.
- Developed a plan with the customer to pay the balance due on the accounts if the settlement amounts from the primary insurance and the gap don't cover the full balance to pay off the account.
- Charged off the account if needed to prevent more losses to the company.
Education
High School Diploma -
Sam Houston High School
Arlington, TX05-1994
Skills
- Excellent Customer service experience
- Goal-oriented mindset
- Team player
- Data entry proficiency
- Bilingual (English and Spanish)
- Excellent work ethics
Accomplishments
- Achieved the company's recognition several times by completing my work with accuracy and efficiency.
- Dealers and Agents recognized me for my customer service standards.
Employee of the Month several times
Ford Motor Credit Company recognizes when you go above and beyond your duties to help customers, dealers and co-workers. My co-workers and Customers send emails to management to recognized the excellent service they received from me reprehending the company.
Languages
Spanish
Native or Bilingual
Timeline
End of Lease Representative
Ford Motor Credit Company
02.2020 - 05.2025
Total Loss Specialist
Ford Motor Credit Company
09.2009 - 01.2011
Loss Prevention Specialist
Ford Motor Credit Company
02.2003 - 08.2020
Customer Service Representative
Ford Motor Credit Company
06.2002 - 05.2025
High School Diploma -
Sam Houston High School