Marcia Mays

Researched and cleared monthly bank reconciliations and variances

Processed daily, accurate payment application to Customer’s retail and lease accounts

Developed SOP, training materials, and strategies to ensure consistency in the department

Provided guidance and direction to new associates by acting as a mentor

Worked overtime to ensure service levels were met

Adhered to quality and service standards to support operational goals

Participated in ongoing training to enhance own job skills and knowledge

Researched accounts to ensure the accuracy of the information TFS reported

Demonstrated strong analytical skills when reviewing detailed account information

Assisted with content improvement and made recommendations based on updated policies to increase user and customer satisfaction

Reviewed training materials for accuracy

Assisted in developing QA measurements and forms

• Be accountable for maximizing repeat customers through contracts and vehicle sales, using various points of communication
• Participated in Outbound dialer campaigns to customers approaching lease maturity
• Handled Inbound calls from customers approaching lease maturity to provide answers and support to any questions they may have on how they can remain with the Toyota brands

• Articulate the needs and benefits of financial clearance to patients and providers in a non-threatening and helpful manner
• Verify patient insurance coverage, including identification and application of 3rd party benefits
• Assess financial assistance and bank loan eligibility. Explain application procedure and forward necessary paperwork and documentation to patient /guarantor
• Mobile mentoring with Patient Service Representatives regarding their questions and areas for improvement. Identify and report their needs to my Supervisor in order to determine opportunities to improve their work process