Jennifer De Leon
Grand Prairie,TX
Summary
Accomplished automotive professional with a strong background in customer service and team development. Successful in conducting training, facilitating onboarding, and implementing operational improvements that enhance team performance. Bilingual in English and Spanish, poised to contribute leadership and strategic insights as an Assistant Service Manager.
Overview
5
5
years of professional experience
Work History
Asset Recovery Subject Matter Expert
Mercedes-Benz Financial Services
Fort Worth, TX
05.2025 - Current
- Acted as the primary leadership resource for escalated customer and vendor concerns, resolving issues in a timely manner while maintaining exceptional customer satisfaction.
- Analyze daily performance reports and manage work queues to ensure productivity goals and service standards are consistently met.
- Partnered with leadership to monitor team performance, identified coaching opportunities, and recommended process improvements that enhanced operational efficiency.
- Conducted quality audits and presented findings with actionable recommendations to improve team performance and workflow accuracy.
- Developed training guides and standard operating procedures to support team members in achieving consistent performance.
- Facilitate onboarding and ongoing training for new employees and provide support across multiple departments.
- Build strong working relationships with internal teams and external partners to ensure seamless customer service.
Asset Recovery Specialist
Mercedes-Benz Financial Services
Fort Worth, TX
01.2025 - 05.2025
- Coordinated with vendors and internal departments to streamline asset recovery efforts and achieve timely account resolutions.
- Managed specialized reporting and account reviews while maintaining high standards of accuracy.
- Supported escalated customer and vendor inquiries, ensuring professional and effective resolutions that enhanced overall satisfaction.
- Collaborated across departments to improve communication and operational effectiveness.
- Collaborated across departments to enhance communication and operational effectiveness, contributing to smoother asset recovery processes.
Past Maturity / Mexico Collections Specialist
Mercedes-Benz Financial Services
Fort Worth, TX
12.2023 - 01.2025
- Managed a portfolio of more than 150 customer accounts while providing exceptional customer service throughout the lease maturity and recovery process.
- Developed strong relationships with dealerships, customers, and internal partners, facilitating effective account resolution.
- Collaborated with cross-functional teams to enhance customer outcomes and streamline operational processes.
- Achieved departmental performance expectations while ensuring compliance with company policies.
- Trained and mentored new team members supporting the Mexico Collections department.
Bilingual Collections Specialist
Mercedes-Benz Financial Services
Fort Worth, TX
09.2022 - 12.2023
- Consistently exceeded performance metrics for quality, productivity, and account resolution.
- Resolved customer concerns and negotiated positive outcomes through effective communication and problem-solving skills.
- Provided exceptional customer service while managing high-volume interactions, enhancing customer satisfaction.
- Facilitated onboarding and mentoring of new employees, supporting their integration into the team.
Remarketing Program Advisor
Mercedes-Benz Financial Services
Fort Worth, TX
03.2022 - 09.2022
- Earned recognition for high customer satisfaction and strong account conversion performance.
- Guided customers through lease-end options, enhancing overall customer experience.
- Served as liaison among customers, dealerships, and internal departments to facilitate effective communication.
Education
High School Diploma -
Legacy High School
Mansfield, TexasSkills
- Asset Valuation
- Regulatory Compliance
- Financial Reporting
- Billing Process Management
- Microsoft Excel
- Process Improvement
- Cross-Functional Collaboration
- Problem Solving
- Customer Service Excellence
- Team Leadership
- Employee Training & Development
- Performance Coaching
- Conflict Resolution
- Relationship Building
- Time Management
- Bilingual (English & Spanish)
Timeline
Asset Recovery Subject Matter Expert
Mercedes-Benz Financial Services
05.2025 - Current
Asset Recovery Specialist
Mercedes-Benz Financial Services
01.2025 - 05.2025
Past Maturity / Mexico Collections Specialist
Mercedes-Benz Financial Services
12.2023 - 01.2025
Bilingual Collections Specialist
Mercedes-Benz Financial Services
09.2022 - 12.2023
Remarketing Program Advisor
Mercedes-Benz Financial Services
03.2022 - 09.2022
High School Diploma -
Legacy High School