LaShonda Wylder

Utilize critical thinking skills to research issues resulting from policy gaps and complex situations while performing trends to identify behaviors that may be impacting performance. Investigated and resolved billing, service and order concerns. Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Utilize good judgement to bend policies and think outside the box when necessary, as a result would provide vital input on company policy. Followed procedures on various initiatives to support multiple lines of business including Fraud, ECR, Social Media, Quality, L&D and other specialized programs at direction of leadership. Managed time efficiently in order to complete all tasks within deadlines. Paid attention to detail while completing assignments.

Provided excellent customer satisfaction every month while demonstrating ownership for customer issues with the tools, knowledge and support to resolve complex issues. Offered advice and assistance to customers based upon the needs and requests of the customer. Clarified customer issues and determined root cause of problems to resolve product or service complaints.

Worked closely with clients to determine the company's staffing needs in order to ensure that the proper worker was dispatched. Dispatched workers starting at 5am on a daily basis for work assignments. Performed site visits with clients. Visited and assisted various "sister" offices within our region per Regional Manager directives to assist with training new hires and assist in an "as needed capacity" until the office was fully operational.

Assist customers with financial loans while ensuring that they understand the interest rates, due dates, and payment schedules. Maintain spreadsheets to effectively show the growth and profit of the company a month at a time. Perform calls on a routine basis to ensure collection of delinquent and current accounts.

Responsible for the coordination and implementation of administrative functions for the
office in the absence of the Branch Manager. Assisted with achieving and /or exceeding
projected sales goals on a weekly basis. Monitored the accuracy of billing procedures by
investigating questionable entries and initiating corrective measures in the maintenance
process.