LEYA CAMILLE AFU
Euless,TX
Summary
Experienced leader with a strong background in customer service. Seasoned professional in building relationships with internal and external partners, including peers. Self-motivated and goal driven with consistent success initiating and managing change. Confident and reliable with the ability to prioritize and multi-task effectively and efficiently. Proficient in Word, Excel, and PowerPoint. I have a great attitude, am passionate about GMF and am also hard-working, dedicated, dependable and learn quickly. I’m also happy and willing to take on additional tasks and projects as requested or needed.
Overview
8
8
years of professional experience
Work History
Team Leader II/Nesting Team Leader
GM Financial
Arlington, TX
05.2020 - Current
- Selected as Nesting Team Leader and successfully lead 3 new hire teams with a total of 28 new team members
- Taught expectations, and fostered growth/promotion
- Collaborated with other departments (QA, training, VOC) and invited them to nesting debrief to allow understanding and teaching of each department
- Prepared and motivated team members for Career Development by ensuring they achieve requirements for promotion and skill mixer
- Had 10 team members successfully move to different roles within CX
- Developed and supported 10 team members for promotion to CEAII
- Selected to provide knowledge and insight for the design workshop for our autopay and worked with Deloitte directly by providing information about everyday processes to streamline Nanci IVR
- Selected to participate in Project Place by providing my feedback to Training to double check communication before it’s sent the floor
- PITCH Day winner for INNOV8 idea of providing a letter to customers to alert when there is a tax change and if it affects their monthly payment
- Applied and selected for Celebration Captain which encourages others to participate in the “Celebrating You” website to send recognition by effectively using rewards and recognition tools for team members that motivates them to continue to drive business results
- Conducted 15+ interviews for CXO department
- Ensure necessary steps are taken to correct or eliminate inappropriate behaviors or conduct (Documented coaching/CAP) also identify and address anything that takes away from a safe and healthy work environment
- Foster a cooperative environment and empower individuals by supporting DE&I meetings and participation in book study
- Utilize behavioral based coaching techniques to maximize individual and team productivity and performance
- Execute strategies and initiatives to optimize customer experience and center performance, keeping team members encouraged to drive 1st call resolution/as a result high team ASAT scores and performance over the last 4 quarters.
Team Leader
GM Financial
Arlington, TX
07.2019 - 05.2020
- Monitor survey responses and ensure that team members are replying in a timely manner
- Ensure accountability in meeting department compliance and QA objectives, collaborate with peers, and share best practices
- Take over escalated responses and follow up via phone call when needed
- Conduct team huddles with team members to discuss survey responses and opportunities and how to better resolve issues with the customers to provide 1st call resolution
- Run daily reports of surveys completed by each team member to ensure that they stay on task and resolve the customers issues within service levels (24-48 business hours)
- Send daily team emails of accomplishments to provide motivation and share opportunities where needed
- Assisted manager with heading a project with Workforce Management to have incoming calls routed to team members so the customers had a direct contact if they needed a follow up to their concern instead of calling in directly to the call center to be transferred
- This helps achieve 1st call resolution and drives ASAT/OSAT scores up
- Collaborate with peers to ensure best practices and promote a positive work environment.
Chatbot Project/Chatbot Team Leader
GM Financial
Arlington, TX
08.2018 - 07.2019
- Selected to monitor GMF’s Virtual Assistant (Chatbot) performance in real time through the LivePerson platform
- Collaborate with peers by building and implementing a library of intents to increase Bot functionality through Bot Central
- Review QA Bot transcripts to ensure accountability in meeting department QA/Compliance objectives
- Make daily recommended updates to Bot Central FAQ repository based upon existing content (including GPS)
- Added intents to chatbot system based on the types of customer questions
- Daily huddles/check-ins with team members to discuss observations and trends and how to drive business results
- Send daily team emails on accomplishments as well as any chat functionality issues for the day and ways to improve
- Provide daily team support and ideas for efficiency and strategize implementing them.
Quality Assurance Analyst
GM Financial
Arlington, TX
10.2017 - 08.2018
- Perform Multi-Channel quality monitoring within the Customer Experience organization and prepare feedback documentation
- Creating and presenting Jump Start Huddles to present to customer service representatives to discuss QA and our different roles within the department
- Selected to support during new-hire training and nesting
- Collaboration and teamwork with management including Team Leaders and AVPs along with setting up meetings to go over QA within teams and provide best practices
- On-going collaboration to stream-line processes for improvements within monitoring
- Protect the interest of the company by ensuring actions of self and others are compliant with policies and laws
- Surface potential areas of non-compliance to mitigate risk.
Concierge Specialist/Customer Experience Specialist II
GM Financial
Arlington, TX
10.2016 - 10.2017
- Selected to be a part of this team with duties of inbound calls from our VIP/Concierge members with vehicles that have a market value of $75,000.00 or higher and provide best in-class customer service, including 1st call resolution
- Provide direct extension and email for immediate response and follow up, and for anything the customer’s need
- Perform other duties assigned by management, special projects, and assignments as directed and assist with team member support
- Assisted with shadowing customer service new hires to give them an idea of what to expect in their new roll
- Selected for “floor walking” to support customer service representatives needing immediate assistance with accounts and on occasion when needing to manage the department while leadership was out of the office.
CXO Resolution Specialist
GM Financial
Arlington, TX
05.2016 - 10.2016
- Selected for this team with duties of resolving customer resolution tickets that were submitted in the SSP (Servicing SharePoint) for unresolved issues by providing a resolution within service levels (24-48 business hours) for all account related issues such as refunds, double payments, due date changes, registrations and title issues, billing statements etc
- Collaborated with other departments/management for resolution via email/phone call
- Provide coaching opportunities for CXO representatives for tickets created that could have been “One Call Resolution”
- Received recognition Award for P.I.T
- Crew Member for outstanding customer compliments that were sent to upper management
- Selected for “floor walking” to support customer service representatives needing immediate assistance with accounts and on occasion when needing to manage the department while leadership was out of the office.
Customer Service Representative
GM Financial
Arlington, TX
02.2014 - 03.2016
- Provide internal and external customer service by responding to customer inquiries via multi-channel requests
- Manage requests for title/lien releases, payment refunds, payment histories, validations of debt and demographic updates within required service levels
- Generate and document outgoing customer correspondence to include Credit Ratings and other correspondences as requested within company policies and guidelines
- Conduct research to resolve invalid account information by updating demographic information as appropriate to ensure valid customer contact.
Education
Non-Certified X-Ray Tech, EKG, CPR & AED trained) -
Remington College
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Sam Houston High School
Skills
- Coaching and Mentoring
- Continuous Professional Improvement
- Collaborative Environments
- Work Planning and Prioritization
Timeline
Team Leader II/Nesting Team Leader
GM Financial
05.2020 - Current
Team Leader
GM Financial
07.2019 - 05.2020
Chatbot Project/Chatbot Team Leader
GM Financial
08.2018 - 07.2019
Quality Assurance Analyst
GM Financial
10.2017 - 08.2018
Concierge Specialist/Customer Experience Specialist II
GM Financial
10.2016 - 10.2017
CXO Resolution Specialist
GM Financial
05.2016 - 10.2016
Customer Service Representative
GM Financial
02.2014 - 03.2016
Non-Certified X-Ray Tech, EKG, CPR & AED trained) -
Remington College
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Sam Houston High School
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