Nakiesha Beard
Dallas
Summary
Dynamic, customer-focused professional with over 15 years of experience in high-volume call center environments, adept at managing inbound inquiries and de-escalating concerns effectively. Expertise in articulating policies clearly and documenting interactions accurately across multiple systems ensures seamless communication and resolution. Proven ability to maintain professionalism under pressure while serving diverse populations, fostering positive customer experiences and loyalty. Committed to continuous improvement and delivering exceptional service in fast-paced settings.
Overview
23
23
years of professional experience
Work History
Sr. Representative, Lease End & Auction Accounts
Santander Consumer USA (SCUSA)
11.2015 - 12.2023
- Directed call traffic coordination and management to enhance response times in a fast-paced setting.
- Provided detailed insights on account status and policies to enhance customer understanding.
- Resolved customer inquiries by leveraging multiple internal systems.
- Facilitated resolution of challenging interactions while upholding professionalism.
- Maintained accurate records of customer interactions in CRM systems to ensure comprehensive client history and improve follow-up processes.
- Developed strategic initiatives to streamline processes and increase operational efficiency.
- Led cross-functional teams to enhance customer service operations and improve satisfaction rates.
Customer Service Specialist
Santander Consumer USA (SCUSA)
04.2012 - 10.2015
- Handled inbound calls while meeting Quality Assurance standards.
- Explained contracts, fees, and policies clearly to customers.
- Resolved escalated concerns efficiently and professionally.
- Processed payments and updated account records accurately.
Frontend/Backend Account Manager
Santander Consumer USA (SCUSA)
03.2006 - 03.2011
- Managed delinquent accounts in compliance with federal regulations.
- Negotiated payment solutions while maintaining customer rapport.
- Maintained high productivity and performance standards.
- Managed client accounts to ensure satisfaction and retention through effective communication and relationship building.
Loan Processor / Loan Verifier
Bank of America
12.2000 - 01.2006
- Reviewed loan applications for accuracy and completeness, ensuring compliance with regulatory standards.
- Coordinated communication between clients and underwriters to facilitate timely processing of loans.
- Evaluated credit reports and financial documents to assess borrower eligibility for mortgage loans.
Skills
- High-Volume Inbound Call Handling
- Customer Support & Public Assistance
- Conflict Resolution & De-escalation
- Policy & Procedure Explanation
- CRM & Multi-System Navigation
- Accurate Documentation & Data Entry
- Regulatory Compliance (FDCPA)
- Microsoft Office (Word, Excel)
- Typing Speed: 55 WPM
- Customer rapport
- Relationship building
Timeline
Sr. Representative, Lease End & Auction Accounts
Santander Consumer USA (SCUSA)
11.2015 - 12.2023
Customer Service Specialist
Santander Consumer USA (SCUSA)
04.2012 - 10.2015
Frontend/Backend Account Manager
Santander Consumer USA (SCUSA)
03.2006 - 03.2011
Loan Processor / Loan Verifier
Bank of America
12.2000 - 01.2006