Malina Richardson
Summary
Detail-oriented professional with extensive experience in administrative support and customer service. Successfully led a team to achieve high performance and operational efficiency while fostering positive client relationships. Recognized for consistently exceeding performance expectations in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Late Stage Account Manager
Santander Consumer, USA
Centennial, Co
04.2015 - 11.2020
- Led and managed a 4x10 team, creating a collaborative environment that consistently achieved team goals.
- Educated customers on their auto loan terms and financial options, providing tailored solutions to help them manage and resolve delinquencies.
- Assessed the root causes of delinquency and worked directly with customers to develop payment plans and bring accounts current.
- Established tailored cure plans by securing payment arrangements and following waterfall collections procedures to effectively resolve delinquent accounts.
- Negotiated flexible payment arrangements, ensuring customer satisfaction while adhering to company policies and maintaining profitability.
- Consistently ranked #1 in the company for a full year, setting a standard for performance and customer satisfaction.
- Recognized for exceptional customer service through compliment calls, Employee of the Month awards, and for consistently exceeding performance expectations with stats above 100%.
- Facilitated team development through team-building activities, jump-start sessions, and side-by-side training with new hires to ensure smooth onboarding.
- Englewood, CO.
Student Information Specialist
Corinthian College Inc
Thornton, Co
07.2014 - 03.2015
- Resolved complex student inquiries and issues, enhancing customer satisfaction and retention through effective problem-solving.
- Provided expert guidance on majors, programs, and policies, resolving inquiries and assisting prospective students with informed decision-making.
- Managed high call volumes, efficiently handling inbound and outbound communications to provide timely assistance.
- Recognized for excellence in customer service, receiving compliment calls, Call of the Day awards, and Employee of the Month honors, while consistently maintaining above-average rankings in performance.
- Collaborated with team to facilitate huddles and morale-building activities, contributing to improved team engagement and performance.
- Thornton, Co
Education
Associate of Science Degree -
Front Range Community College
05-2017
High School Diploma -
Vantage Point High School
05-2011
Skills
- Phone and email communication
- Scheduling and calendar management
- Customer service and reception
- Data entry and document management
- Office organization and multitasking
- Filing and records management
- Debt recovery strategy
- Payment processing (ACH, wire transfers, checks)
- Microsoft Office proficiency
- Accounts receivable management
- QuickBooks expertise
- Accounts payable
Personal Information
Awards
- Black Student Union (Supports cultural awareness and leadership development)
- DECA (Emerging Leader Honor Award for excellence in marketing, finance, and leadership)
- FCCLA (Promotes personal growth, leadership, and career preparation in family and consumer sciences)
- Untraceable Talent Step Team (Award for dedication and performance)
Timeline
Late Stage Account Manager
Santander Consumer, USA
04.2015 - 11.2020
Student Information Specialist
Corinthian College Inc
07.2014 - 03.2015
Associate of Science Degree -
Front Range Community College
High School Diploma -
Vantage Point High School