Jessica Dixon
Tampa
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
19
19
years of professional experience
Work History
Team Lead Manager
Holiday Inn Club Vacations Inc.
06.2019 - 07.2025
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Customer Service Team Lead
Convergys
05.2017 - 02.2019
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
Effectively communicate information with customers and team members.
Diagnosing and providing a path to resolve various technical issues.
Proactively identify ways to avoid recurrence of customer issues by improving processes, reviewing articles, and recommending changes.
Strive to meet highest level of customer satisfaction by resolving customer issues in a professional and timely manner.
Ability to navigate through multiple software systems while walking customers
Customer Accounts Manager
Aarons Jacksonville, FL
12.2012 - 05.2017
- Managing the Customer account department. Directly interact and coordinate with the sales team and other staff member in order to meet all deadlines. Providing managerial oversight of all Account receivable, answering directly to the General Manger on all financial matters. Proactively managing the collections team that consistently maintained a customer database in excess of 2,000 customers.
- Managing one of the largest customer accounts databases within Aaron's corporation of over 3,000 retail stores geographically dispersed across the United Stated
- Managing an internal staff of 12 subordinate employees
- Managing innovative collections techniques that allow the reimbursement of inventory to be collect and reassigned.
- Directly being involved in the management of logistical assets used to transport, deliver and return merchandise to and from the customer database
Collections Manger
Zwicker and Associates Jacksonville, FL
05.2011 - 12.2012
- Assisting customers with payment plans to help suspend litigation on their accounts.
- Met and exceed bonus levels for negotiating delinquent accounts
- Responsible for maintaining company privacy, ethic codes and following the FDCPA laws.
- Skip trace using contact information, Credit reports, Fast data, Lexis nexis and more tools to determine the whereabouts of the consumer
Collections Rep
Enhanced Recovery Company Jacksonville, FL
12.2009 - 04.2011
- Assisting customers with payment programs to help bring delinquent accounts current.
- Finding solutions to customers financial situations that were beneficial for the customer and business
- Follow up and maintain accurate consumer records
- Skip tracing using credit reports and Lexis Nexis
- Met and exceed bonus level for negotiating delinquent accounts
- Responsible for maintaining company privacy
- Assisted consumers with various inquiries including billing, escalations and contract disputes
Collections and Customer service Representative
Auto credit of Florida Jacksonville, FL
04.2009 - 11.2009
- Direct contact on accounts 45-120 days past due, determining the reason for delinquency and negotiating suitable repayment options. Such as deferments, due date changes, and repossessions.
- Follow up and maintain accurate consumers records
- Skip tracing using Lexis Nexis
- Prepared files for repossession or legal actions
- Responsible for complying with the FDCPA
Loan and Lost Mitigation's Collector
Nuvell / GMAC Financial Jacksonville, FL
01.2007 - 04.2009
- Contact for accounts 30-89 days past due
- Follow up and maintain accurate consumer records
- Skiptrace using contract information (PDP), Credit Reports, Fast Data, Lexis Nexis and other tools to determine the whereabouts of the consumers or collateral
- Promoted to Collections Specialist within days for proven collection abilities
- Responsible for maintaining company privacy and following the FDCPA
- Assisting consumers with various inquires including billing and escalations
Education
Pharmacy Tech -
Everest University
Jax, FLHigh School Diploma - General Studies
First Coast High
Jacksonville, FL01.2006
Skills
- Edsnet CARS
- PDP Technologies (Auto Contacts)
- Lexis Nexis Collections Solutions
- Fast data (Late stage collections)
- Microsoft Windows XP and Vista
- Microsoft Office
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Performance improvement
- Influencing skills
- Relationship building
- Workflow management
Timeline
Team Lead Manager
Holiday Inn Club Vacations Inc.
06.2019 - 07.2025
Customer Service Team Lead
Convergys
05.2017 - 02.2019
Customer Accounts Manager
Aarons Jacksonville, FL
12.2012 - 05.2017
Collections Manger
Zwicker and Associates Jacksonville, FL
05.2011 - 12.2012
Collections Rep
Enhanced Recovery Company Jacksonville, FL
12.2009 - 04.2011
Collections and Customer service Representative
Auto credit of Florida Jacksonville, FL
04.2009 - 11.2009
Loan and Lost Mitigation's Collector
Nuvell / GMAC Financial Jacksonville, FL
01.2007 - 04.2009
High School Diploma - General Studies
First Coast High
Pharmacy Tech -
Everest University
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