Melodie Route
ALPHARETTA,GA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
EC Captain
Honda Financial Services
Alpharetta, GA
09.2023 - Current
- Supervised a team of collections staff, providing guidance and support to ensure successful outcomes.
- Monitored daily performance metrics and provided feedback to staff on their progress.
- Provided training and coaching to new employees in collections procedures and techniques.
- Conducted regular reviews with team members to ensure quality assurance standards were met.
- Resolved customer disputes and escalated issues as needed to management.
- Ensured compliance with federal, state, and local laws regarding debt collection practices.
- Identified opportunities for process improvements within the collections department.
- Coordinated with other departments in order to resolve any conflicts or discrepancies between customer accounts.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
Customer Accounts Team Lead
Honda Financial Services
Alpharetta, GA
02.2023 - 09.2023
- Monitored customer account activities to identify delinquent accounts and initiate collection efforts.
- Assisted customers in resolving payment issues by providing them with information regarding their accounts and payment options.
- Negotiated repayment plans with customers that were mutually beneficial for both parties.
- Provided guidance to collections staff on complex cases and escalated unresolved disputes to senior management as necessary.
- Performed skip tracing activities when needed to locate missing or non-responsive customers.
- Worked closely with other departments such as Credit, Sales and Customer Service teams to resolve outstanding issues quickly and efficiently.
- Ensured compliance with all applicable laws, regulations and company policies related to collections activity.
- Prepared documentation required for collection and repossession activities.
Customer Service Representative
Honda Financial Services
Alpharetta, GA
05.2011 - 02.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Performed all Customer Service Support duties such as Total Loss,Death of Customer and Titles.
- Assisted with training new hires and provided daily support to leadership team as needed.
Contract Discounter
Honda Financial Services
Alpharetta, GA
01.2008 - 05.2011
- Reviewed and processed contacts for accuracy in accordance with funding policies and state guidelines.
- Communicated with dealers to review discrepancies for corrective action.
- Educated dealers on funding requirements to ensure high levels of dealer and customer satisfaction.
Education
Some College (No Degree) - Psychology
Xavier University of Louisiana
New Orleans, LASkills
- Friendly, Positive Attitude
- Time Management
- Supervision and leadership
- Critical Thinking
- Team Management
- Communication
- Troubleshooting
- Customer Relations
Accomplishments
- Previous Topbox record holder as a Customer Service Representative
- Part of the team of funding discounters that broke record by booking 144,080 contracts in June 2008
Timeline
EC Captain
Honda Financial Services
09.2023 - Current
Customer Accounts Team Lead
Honda Financial Services
02.2023 - 09.2023
Customer Service Representative
Honda Financial Services
05.2011 - 02.2023
Contract Discounter
Honda Financial Services
01.2008 - 05.2011
Some College (No Degree) - Psychology
Xavier University of Louisiana