Lonnieshi Dollarhide
Dallas,TX
Summary
Banking, Financial and Customer Service professional seeking a career change, that allows me to use my extensive transferable skills and real world knowledge while providing me with the opportunity to perfect my technical skills. I always endeavor to be the best at what I do, and I am seeking a position within a company that will allow me professional growth and career advancement through hard work and extensive professional experience. Polite and professional [Job Title] successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
11
11
years of professional experience
Work History
Call Center Representative
Pacific Dental Services
07.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Enhanced patient satisfaction by efficiently managing appointment scheduling and confirmations.
Loss Mitigation Specialist
Crescent Bank
01.2020 - 09.2022
- Reduced delinquency rates by implementing effective loss mitigation strategies and closely monitoring portfolio performance.
- Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Collaborated with cross-functional teams to develop and implement new loss mitigation processes, enhancing operational efficiency.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
- Ensured compliance with all relevant regulations and guidelines by diligently reviewing loss mitigation documentation and procedures.
PAYMENT SOLUTIONS SPECIALIST
AMERICAN FIRST FINANCE
01.2018 - 11.2018
- Delivers 'best in class' service to our customers and partners in order to achieve company goals in customer and partner satisfaction
- Assists customers with questions regarding their accounts, payments, pay dates, payoffs, web account access, and anything else related to their account via text, chat, and email channels
- Verifies validity of account discrepancies by obtaining pertinent information and investigating issues.
- Improved customer satisfaction by identifying and addressing key pain points in the software implementation process.
- Streamlined client onboarding for faster solution implementation, reducing downtime and increasing productivity.
ASSISTANT BRANCH MANAGER
COVINGTON CREDIT
05.2017 - 11.2017
- Assisted Branch Manager in directing all operational aspects including operations, customer service, human resources, administration and sales
- Conducted performance evaluations for associates and informed them of areas for improvement moving into the next review period
- Processed credit loan applications, loan refinances and other loan documents while ensuring compliance with all local, state and federal laws and regulations governing the company's business
- Developed and tracked forecasts, financial objectives and business plans for current site then completed periodic reports on branch progress, delinquency and other information
- Provided high levels of customer service and responds to customer concerns
- Recognized and rewarded employees that provided exceptional customer service
- Handled client escalations discreetly and with understanding of their needs
- Assessed local market conditions to identify current and prospective sales opportunities and aligned current offerings.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Streamlined branch operations for increased efficiency through implementation of new processes and procedures.
COLLECTIONS SPECIALIST
PROCOLLECT INC
01.2016 - 12.2016
- Processed and identified delinquent unpaid accounts by contacting customers and reviewed each account for aging period and payment sources
- Performed various collection actions including contacting customers by phone and resubmitting claims
- Worked across multiple customer accounts and facilitated on varied teams within the organization
- Made sure to maintain confidentiality while viewing customer's private records and transactions
- Managed a queue of 80 plus accounts daily and played a lead role by providing leadership to my team.
ASSISTANT MANAGER
SECURITY FINANCE
10.2014 - 10.2015
- Accurately prepared and processed loan application and closed approved loans
- Performed collection activity on delinquent accounts with written communication, telephone communication and customer home visits
- Prepared activity reports for the Branch Manager and completed daily and monthly closeout procedures
- Administered everyday office activities and managed records per the policy
- Analyzed all customer requirements and recommended solutions to meet same and prepared effective financial plans to suit individual customers
- Maintained relationships with assigned customers and ensured effective implementation of all services and products while updating legal disclosures and notifications
- Analyzed market requirements and increased sales opportunities by utilizing the latest sales techniques.
MANAGER
REGIS CORPORATION - MARSHALL, TX
03.2013 - 04.2014
- Overseeing all aspects of salon business operations, in partnership with the Salon Arts Director in order to motivate teams to drive results in order to meet and exceed monthly sales goals
- Ensured the business was appealing and was responsible for maintaining a professional and impeccable studio environment by managing guest concerns and questions, inventory, associates, and reports
- Directly responsible for achieving sales goals through exceptional customer service, employee relations, marketing, sales growth, customer retention and cost control.
Education
Cosmetology/Cosmetologist -
Texarkana College
01.2003
Diploma -
Arkansas High School
Texarkana, AR05.1997
Skills
- Payment Processing
- Sales Closing
- Call Control
- Quality Assurance
- Customer Service
- Technical Support
- Complaint Resolution
- Product Upselling
Timeline
Call Center Representative
Pacific Dental Services
07.2023 - Current
Loss Mitigation Specialist
Crescent Bank
01.2020 - 09.2022
PAYMENT SOLUTIONS SPECIALIST
AMERICAN FIRST FINANCE
01.2018 - 11.2018
ASSISTANT BRANCH MANAGER
COVINGTON CREDIT
05.2017 - 11.2017
COLLECTIONS SPECIALIST
PROCOLLECT INC
01.2016 - 12.2016
ASSISTANT MANAGER
SECURITY FINANCE
10.2014 - 10.2015
MANAGER
REGIS CORPORATION - MARSHALL, TX
03.2013 - 04.2014
Cosmetology/Cosmetologist -
Texarkana College
Diploma -
Arkansas High School