Markist D. Franklin
Summary
Self-motivated professional with exceptional research and writing capabilities, adept at cultivating strong relationships with clients and colleagues. Focused on prioritizing tasks to achieve project objectives efficiently. Experienced senior specialist with deep knowledge in the field, contributing several years of expertise. Proficient in team leadership and operational management.
Overview
18
18
years of professional experience
Work History
Senior Specialist Quality Management
Santander Consumer USA
05.2012 - Current
- Executed evaluations of assigned accounts in Early Stage, Late Stage, Reinstatement, CAT, and Offshore Collection Reviews.
- Facilitated team calibrations for comprehensive feedback on call evaluations and monitoring.
- Compiled research findings into a detailed spreadsheet for calibration feedback purposes.
- Drafted meeting minutes and shared them with the business via email post-meeting.
- Participated in call calibrations to align with business updates on evaluation grading processes.
- Conducted audits of accounts from Call Miner and Genesys Listener system, focusing on Fair Lending and related complaints.
- Coordinated with team members to improve accuracy in call evaluation procedures through collaborative discussions.
Dealer Operations
Santander Consumer USA
05.2012 - Current
- Managed dealer accounts to ensure compliance with legal and regulatory standards.
- Prepared reports identifying risks associated with early payoff accounts for ancillary products.
- Provided weekly reports tracking goals and accomplishments related to dealer accounts.
- Handled incoming and outgoing calls to dealers and warranty companies regarding refunds on cancelled accounts.
- Oversaw dealer relationships, ensuring adherence to company policies.
- Organized workload effectively to meet departmental objectives while minimizing risk exposure.
- Developed a reporting system to track goal achievements and processed data for management reviews.
- Evaluated deficiency accounts independently, ensuring cancellation of products and communication with dealers for fund recovery.
Customer Service Representative
Santander Consumer USA
05.2012 - Current
- Motivated team members as Jumpstart Leader to enhance overall morale.
- Conducted side-by-side sessions with established managers for skill development.
- Applied analytical reasoning to manage delinquent accounts, including third-party documentation requests.
- Communicated effectively with customers to resolve past due payment issues.
- Assisted customers with non-total loss claims through repair verification procedures.
- Implemented quality assurance practices and standard operating procedures in assigned tasks.
- Updated customers on insurance claims, verifying current status of payoffs.
- Analyzed title maintenance requests and detailed notes for efficient title releases.
Housing Specialist
Arlington Housing Authority
02.2011 - 02.2012
- Assessed client eligibility for rental assistance programs through interviews.
- Prepared case files to meet annual compliance and audit standards.
- Recertified clients during office visits or coordinated home visits as necessary.
- Conducted outbound calls to provide case updates and notify participants of hearings.
Juvenile Correction Officer IV
Texas Youth Commission
06.2007 - 02.2011
- Ensured operational efficiency and staff accountability by leading shifts effectively.
- Prepared incident and behavior reports for annual review processes.
- Conducted meetings with on-duty staff to communicate objectives for each shift.
Education
MS/AJS -
University of Phoenix
Phoenix, AZ07.2012
Business Management -
University of Phoenix
Phoenix, AZ11.2010
Internship -
Henry Wade Juvenile Justice Center
Dallas, TexasSkills
- Call evaluation and quality assurance
- Risk management and compliance
- Data analysis and reporting
- Customer relationship management
Awards
- You Earned It Award, 03/17
- Top Performer Santander Customer Service, 10/14
- Employee of the Month Santander, 04/15
- Leadership Beyond the Odds Award (Cottrell House)
- Employee of the Month, Dallas County Youth Village, 12/06
References
References available upon request.
Timeline
Senior Specialist Quality Management
Santander Consumer USA
05.2012 - Current
Dealer Operations
Santander Consumer USA
05.2012 - Current
Customer Service Representative
Santander Consumer USA
05.2012 - Current
Housing Specialist
Arlington Housing Authority
02.2011 - 02.2012
Juvenile Correction Officer IV
Texas Youth Commission
06.2007 - 02.2011
MS/AJS -
University of Phoenix
Business Management -
University of Phoenix
Internship -
Henry Wade Juvenile Justice Center
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