Kemi Watkins
Fort Worth,TX
Summary
Experienced and results-driven leader with a strong track record of managing high-performing teams, improving processes, and enhancing customer satisfaction. Demonstrated ability to strategically manage calls, implement process improvements, and train employees to foster a collaborative and high-performance culture. Proficient in program management, interpersonal communication, and administrative oversight. Open to relocation opportunities anywhere.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager, Collections Retail/Lease
Stellantis Financial Services
09.2022 - Current
- Managed a team of10 collection agents, overseeing their daily activities and ensuring adherence to company policies and procedures
- Conducted regular performance evaluations for collection agents, providing feedback and coaching to improve productivity and efficiency
- Created monthly reports summarizing key metrics such as average delinquency per bucket, collection rates, and recovery rates for management review
- Identified opportunities for process improvement within the collections department through analysis of current workflows and systems
- Implemented training programs for new collection agents on effective negotiation techniques and compliance with industry regulations
Manager of Customer Service
Santander Consumer USA
11.2020 - 09.2022
- Managed a team of14 customer service representatives, providing guidance and support to ensure high-quality customer interactions
- Collaborated with cross-functional teams including collections, funding, and operations to address escalated issues and provide timely resolutions
- Monitored key performance indicators (KPIs) such as average response time, first call resolution rate, and customer satisfaction scores to drive continuous improvement efforts
- Conducted regular performance evaluations for team members, providing constructive feedback and identifying opportunities for growth and development
- Collaborated with HR department to recruit, hire, and onboard new members of the customer service team
- Established key performance metrics for the department aligned with company objectives; regularly reported progress to senior management
Manager of Credit/ Collections
Santander Consumer USA
10.2019 - 11.2020
- Oversaw collections operations and achieved KPIs for past-due loans
- Supervised, trained, and developed staff in collections and customer service to maximize productivity and compliance
- Resolved high-risk accounts and recommended policy improvements to enhance team effectiveness
- Maintained strong knowledge of credit and funding processes.
Customer Assistance Team Lead
Santander Consumer USA
04.2019 - 10.2019
- Developed communication strategies and documentation templates to improve customer interactions and service efficiency
- Developed and implemented customer experience strategies to enhance overall satisfaction and loyalty
- Created and maintained comprehensive documentation of standard operating procedures for the customer assistance department
- Conducted regular audits of customer interactions to ensure adherence to quality standards and provide coaching opportunities for improvement
- Mentored team members on effective communication techniques ensuring consistent brand messaging across all channels
Sr Specialist, Customer Assistance
07.2018 - 04.2019
- Identified root causes of account delinquency and provided appropriate assistance
- Communicated program details to customers and utilized collection tools to make informed business decisions
- Managed a high volume of incoming calls, emails, and live chats from customers seeking assistance or information
- Documented all interactions with customers accurately in the CRM system for future reference and analysis
- Recognized as a top-performing advocate based on consistently exceeding monthly performance targets
Reinstatement Coordinator
06.2017 - 07.2018
- Managed calls from customers, vendors, and third parties to reinstate vehicles and resolved issues effectively
- Evaluated accounts and negotiated solutions to ensure accurate service and performance
- Guided customers through the reinstatement process, including explaining requirements, payment plans, and timelines
- Preparing and maintaining record of all reinstatement activities and ensuring all actions comply with relevant policies, regulations, and legal requirements
Customer Service Representative
Santander Consumer USA
06.2015 - 06.2017
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
- Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
- Handled billing inquiries including payment processing, refunds, adjustments, and account updates accurately and efficiently
- Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
Education
Health Administration
Community College of Aurora
Aurora, COHigh school diploma - undefined
Clearfield, UT06.1996
Skills
- Excellent Verbal Communication
- Skilled in Microsoft Word Applications
- Advanced Microsoft Office Skills
- Extensive Experience in Financial Services
- Proficient 10-Key Data Entry
- Proficient in Customer Relations
- Team Management Expertise
- Detail-Oriented Data Management
- Financial Services Expertise
- Strategic Negotiation Experience
- Service Excellence
- Employee Training
- Strong Verbal Skills
Certification
Certified Notary Public
Accomplishments
- Reduced delinquency rates in the first pay default portfolio by 35% through effective team strategies and enhanced collection practices.
- Conducted regular training sessions to enhance negotiation and communication skills, leading a 20% improvement and resolution rate.
Timeline
Manager, Collections Retail/Lease
Stellantis Financial Services
09.2022 - Current
Manager of Customer Service
Santander Consumer USA
11.2020 - 09.2022
Manager of Credit/ Collections
Santander Consumer USA
10.2019 - 11.2020
Customer Assistance Team Lead
Santander Consumer USA
04.2019 - 10.2019
Sr Specialist, Customer Assistance
07.2018 - 04.2019
Reinstatement Coordinator
06.2017 - 07.2018
Customer Service Representative
Santander Consumer USA
06.2015 - 06.2017
High school diploma - undefined
Health Administration
Community College of Aurora