Joy Merrill
Allen,TX
Summary
Experienced with team management and leadership. Utilizes effective communication to motivate and guide teams. Track record of implementing strategies that enhance team performance and productivity.
Overview
19
19
years of professional experience
Work History
Team Leader II - Global Quality
NelNet Diversified Solutions
08.2017 - Current
- Managed and oversaw four Global Quality teams, including Credit and Data Analysis, Fraud and Identity Theft, Enrollment, and Total and Permanent Disability.
- Conducted quality checks on Global Quality evaluations.
- Resolved issues, handled disputes, and addressed quality-related tickets within tight deadlines.
- Represented Global Quality in operational area calibrations and process updates.
- Collaborated with Quality Management Oversight to update guides and implement new processes.
Credit and Data Analysis Team Lead
Great Lakes Educational Loan Services, Inc.
01.2017 - 08.2017
- Trained and evaluated new hires while handling escalated issues and ensuring evaluation accuracy.
- Developed Quality Assurance processes and evaluation forms, and contributed to Work Guide documentation for five different areas within Credit and Data Analysis.
Credit & Data Analysis Performance Review Specialist
Great Lakes Educational Loan Services, Inc.
08.2016 - 01.2017
- Evaluated approximately 500 Automated Credit Dispute Verifications per month with zero challenges to evaluations.
- Assisted in updating the Automated Credit Dispute Verifications evaluation form and Work Guide.
Credit and Data Analysis Rep II
Great Lakes Educational Loan Services, Inc.
10.2015 - 08.2016
- Processed 50-70 disputes daily with a focus on accuracy and meeting/exceeding completion goals.
Call Center Agent III
Great Lakes Educational Loan Services, Inc.
07.2014 - 10.2015
- Managed 60-80 calls per day, providing exceptional customer service to borrowers.
- Selected as a Peer Advisor to mentor new employees and contributed to specialty queues for military services.
Bridal Consultant
David’s Bridal
12.2012 - 05.2014
- Guided brides through selection, fitting, and purchase processes, while also scheduling appointments with potential clients.
Insurance Sales Representative
Bankers Life and Casualty Co.
02.2012 - 12.2012
- Consistently exceeded sales targets by 20%, selling 60 policies in 2012.
Project Manager/Sales Director
Ithraa Publishing and Distribution
06.2008 - 09.2010
- Led a team of 13 writers and designers to create and sell a social studies curriculum for Middle Eastern schools, surpassing sales targets by 150%.
- Trained international sales teams to promote the curriculum overseas.
Sales Representative/English Teaching Consultant
KaSha
06.2006 - 06.2008
- Developed and led workshops for ESL teachers and promoted company textbooks across several countries.
Education
Bachelor's Degree - Applied English
Jordan University of Science & Technology
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Team supervision
- People management
- Staff training
- Work Planning and Prioritization
- Coaching and mentoring
Accomplishments
- Led and managed four Global Quality teams at NelNet, ensuring high performance and dispute resolution.
- Exceeded sales targets by 150% as Sales Director at Ithraa Publishing.
- Maintained a flawless evaluation record at Great Lakes.
- Trained teams and developed key quality assurance processes at Great Lakes and NelNet, contributed to operational improvements.
Languages
Arabic
Full Professional
Timeline
Team Leader II - Global Quality
NelNet Diversified Solutions
08.2017 - Current
Credit and Data Analysis Team Lead
Great Lakes Educational Loan Services, Inc.
01.2017 - 08.2017
Credit & Data Analysis Performance Review Specialist
Great Lakes Educational Loan Services, Inc.
08.2016 - 01.2017
Credit and Data Analysis Rep II
Great Lakes Educational Loan Services, Inc.
10.2015 - 08.2016
Call Center Agent III
Great Lakes Educational Loan Services, Inc.
07.2014 - 10.2015
Bridal Consultant
David’s Bridal
12.2012 - 05.2014
Insurance Sales Representative
Bankers Life and Casualty Co.
02.2012 - 12.2012
Project Manager/Sales Director
Ithraa Publishing and Distribution
06.2008 - 09.2010
Sales Representative/English Teaching Consultant
KaSha
06.2006 - 06.2008
Bachelor's Degree - Applied English
Jordan University of Science & Technology
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