Open To Work
Joyce Savage
Hampton,Virginia
Work Preference
Summary
Results-driven management and administration professional with a strong foundation in client relationship management and corporate operations. Expertise in service delivery, complemented by exceptional multitasking abilities, ensures efficient and effective support in fast-paced environments. A commitment to fostering professional relationships enhances profitability and drives business success, making a significant impact in growth-oriented organizations. Passionate about leveraging communication and educational skills to contribute to team objectives and organizational goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Professional /Customer Retention Specialist
Allstate Insurance Co John Fagan
06.2022 - Current
- Resolved customer inquiries efficiently, ensuring high satisfaction and loyalty.
- Managed multiple communication channels, providing timely responses to customer concerns.
- Trained new team members on service protocols and operational procedures.
- Implemented process improvements that enhanced response times and service quality.
- Assisted customers by answering questions and responding to inquiries.
Collector, Collector Lead
C&F Finance
01.2016 - 02.2018
- Customer contact of past due balances, make payment arrangements to cure balance and bring to current status. Handle problems in an analytical way for great problem resolution. Resolve customer diligent balances. Knowledge, and use of bankruptcy laws, FDCPA laws, understanding of cure process and laws by state.
- Call customers on delinquent accounts and secure payments, follow up on account that require advanced assistance possible total loss, bankruptcy, repossessions, and chargebacks
- Demonstrate daily knowledge of FDCPA, TCPA, CFPB, and related business laws
- Daily work on NSF accounts first pay issues and off extension matters
- Offered extensions as applied by law of the state.
- Familiar with effectively utilizing all collection remedies by law including deferments, due date changes, payment methods etc.
- Knowledge and understanding of compliance of laws under Federal, State, and Local, regulations of collections and finance.
- Developed and maintained strong relationships with clients to facilitate successful negotiations.
Branch Manager, Loan Servicing
Auto Fast Loans Inc.
01.2014 - 01.2016
- Responsible for entire branch operations, including daily opening and closing. Managed loan origination, and revenue generation on a consistent basis for continued growth. Conduct business marketing strategies for revenue changes. Handle all correspondence and cash disbursement, and reconciliations. Conduct monthly audits for branch productivity.
- Provide great customer service and assistance daily in person and over the phone
- Maintain daily paperwork and correspondence for regular compliance
- Count and disburse incoming and outgoing cash
- Collect information and input data for loan approval and processing
- Resolve and monitor filing system handle all office bookkeeping for compliance
- Conduct daily collections per FDCPA and process reposition paperwork per vender
Office Administration/General Office Associate
Empire Today.Com
01.2013 - 01.2014
- Responsible for handling 1st contact of customer service managing all incoming calls and customer service issues, order and inventory processing all general office responsibilities.
- Process all customer orders and process all office paperwork including data entry.
- Process and customer correspondence send and receive faxes set up invoices
- Calculate and report monthly incentives to sales representatives.
- Inventory and maintain office supplies and other necessary functions.
- Resolve and monitor filing system, and handle office bookkeeping
- Count and disburse all incoming cash for disbursement or deposit
Branch Manager, Service Center
Credit Union Service Center
01.2005 - 01.2007
- Accountable for branch start-up with the first year of growth at 162,000 members. Managed entire branch with a portfolio of over 1,000 credit unions and growing. Developed and trained 8 member service representatives, and senior service representatives in daily branch procedures. Monitored branch openings, and closings, and maintained security daily. Directed, and administrated cash management, ATM, security, client relations, correspondence, cash disbursement, budget control, branch productivity, and total daily reconciliation.
- Provided training to employees
- Was responsible for daily branch opening & closing
- Was in charge of ordering supplies, and paying all branch monthly bills
- Performed loading and dispensing of teller dispensing machine
- Estimated branch cash needs
- Ordered cash weekly for branch use from Federal Reserve
Branch Manager, Pay Day Lending
Advance America
01.2002 - 01.2004
- Was in charge of entire branch, or store front location, growth and development of 2 to 4 employees and responsible for branch operating income. Work that included, but not limited to loan organization, loan closings, cash handling, customer service, scheduling, credit evaluation, client relations, lending laws, fair debt collection practices, cash disbursement, sales marketing field calls, supply order and profitability.
- Prepared daily plan for work, responsible for all cash management
- Provided excellent customer service, and enforce company policy
- Was responsible for branch daily opening, and closing
- Conducted internal store audits, and held check inventory count
- Monitored and maintained branch upkeep, and maintenance
- Provided training for employees, was responsible for ordering and getting store supplies
- Made daily bank runs and secured daily deposits
Supervisor, Bank Card Customer Service
Wachovia Bank
01.1998 - 01.2002
- Was liable for leading and developing a team of 12-20 customer service specialists, directed them in answering incoming credit card calls using product knowledge skills, consulting skills, and client relation skills to accomplish the set task.
- Had to performance evaluations, internal audit, and incentive program
- Prepared payroll, time off documents and enforced company policy
- Monitored calls to ensure quality and compliance were being met
- Provided career development and increase motivational skills
- Prepared records and reports of daily activities
Quality Assurance Analyst, Recovery Coordinator, Bank Card Customer Service
Wachovia Bank
01.1998 - 01.2000
- Monitored and handled escalated calls, assisted in problem resolution, prepared reports, and motivational themes. Led in company’s vision and direction. Managed and worked special projects, supervised start up of multiple phone line system, as well as developed and operated Wachovia
Education
BA - Business Management, Accounting and Administration
Thomas Nelson Community College
Hampton, Virginia01.1985
Skills
- Quality assessment expertise
- Risk management advisor
- Effective communication in debt recovery
- Business technical writing
- Customer engagement
- Inclusive practices knowledge
- Strategic selection processes
- Change management
- Knowledge of SATO government operations
- Skilled in Peachtree financial management tools
- Effective time management
- Inventory control protocols
Certification
- American Airlines Training School (8 weeks)
- Hampton General School of Practical Nursing
- Peninsula Technical Education Center
Timeline
Customer Service Professional /Customer Retention Specialist
Allstate Insurance Co John Fagan
06.2022 - Current
Collector, Collector Lead
C&F Finance
01.2016 - 02.2018
Branch Manager, Loan Servicing
Auto Fast Loans Inc.
01.2014 - 01.2016
Office Administration/General Office Associate
Empire Today.Com
01.2013 - 01.2014
Branch Manager, Service Center
Credit Union Service Center
01.2005 - 01.2007
Branch Manager, Pay Day Lending
Advance America
01.2002 - 01.2004
Supervisor, Bank Card Customer Service
Wachovia Bank
01.1998 - 01.2002
Quality Assurance Analyst, Recovery Coordinator, Bank Card Customer Service
Wachovia Bank
01.1998 - 01.2000
BA - Business Management, Accounting and Administration
Thomas Nelson Community College
SUMMARY OF QUALIFICATIONS
- A self-starting dependable seasoned professional with over 13 years of direct supervision in the Financial, Administration, and Manufacturing industries. Experience includes customer service, quality assurance, public relations, sales, inventory, and debt collection fields. Areas of strength include business management, leadership development, coaching along with delivering feedback, quality standards, communications, highly rated work ethics, budget forecasting, and computer utilization.
- Interview Selection
- Performance Appraisals
- Operation Startup
- Quality Assurance
- Change Management
- Portfolio Mergers
- Profit & Loss
- Inventory Control
- Asset Research
- Payable & Receivable
- Strategic Planning
- Bookkeeping
COMPUTER LITERACY
Microsoft Word, MS office, Lotus 1-2-3, PowerPoint, Access, Excel, Melita, Cubs, Fiserv, FDR, FBS, Recovery 1, Recovery Management, Navigator, Teller plus, Monarch, Teller Cash Dispenser. System software applications, System One, and Sabre operating systems. Pertinent hardware information includes IBM, Hewlett Packard, Macintosh, Apple, Dell, Gateway, Toshiba, and Acer
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