Kimberly Bonds
Grand Prairie,TX
Summary
To secure a position that will allow me to utilize my skills and abilities on a daily basis. Experienced with managing client relationships and addressing customer concerns efficiently. Utilizes effective communication and problem-solving skills to resolve issues promptly. Strong understanding of customer service principles and maintaining high satisfaction levels. Professional with strong commitment to delivering exceptional customer service and achieving results. Adept at addressing customer needs and resolving issues efficiently. Reliable team player known for adaptability and effective communication skills. Proven track record in fostering collaborative environments and driving customer satisfaction.
Overview
23
23
years of professional experience
Work History
SR. Process Fulfillment Representative
Santander Consumer USA
Dallas, TX
01.2021 - 03.2025
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Accountable for the completion of transactional account processes, including Repair Claims, Total Loss Claims; Title Release requests and ensures accurate posting of all transactions to customer accounts. liaises with customers and third parties to resolve open issues in alignment to internal processes and external regulations. Supports respectful customer experiences throughout life of loan.
Customer Service Representative
Santander Consumer USA
Dallas, TX
03.2010 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled over 70 escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Collections Account Manager
HSBC Auto Finance
Lewisville, TX
11.2001 - 03.2010
- Collects in accordance with all state and federal laws inclusive Fair Debt Collection Practices Act.
- Makes 60 calls effective use of manual dialing system increase right party contacts.
- Independently evaluates each account and determines the best course of action for the customer in resolving the problem.
- Trace delinquent customers to new addresses by inquiring at credit bureaus, various skip tracing tools, or through the questioning or references.
- Assist high risk customers in loss mitigation or bankruptcy in an effort to help the customer avoid any repossession or voluntarily surrendering the vehicle, and to minimize risk exposure to the company using excellent problem solving.
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Leadership
- Self-Motivated
Timeline
SR. Process Fulfillment Representative
Santander Consumer USA
01.2021 - 03.2025
Customer Service Representative
Santander Consumer USA
03.2010 - 01.2021
Collections Account Manager
HSBC Auto Finance
11.2001 - 03.2010