Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts, and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drive teams to meet goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Hi, I’m
Michelle Jones
Alexander,AR
Summary
Overview
9
years of professional experience
Work History
Ally Servicing Little Rock, AR
Remarketing Specialist II
03.2021 - Current
Job overview
- Accounts Payable and Receivable.
- Inbound and outbound calls to customers and vendors.
- Issue hold or release of retaken DBO vehicles to recovery agents.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Research repossessed vehicles to process buyout
- Title Release
- Process Daily Control reporting.
- Daily communication with Dealers and Vendors.
- Assisted with creating and implementing Policies and Procedures.
- Communicate with Bankruptcy teams regarding Chapters 7 and 13 filings with DBO accounts.
- Managed and motivated employees to be productive and engaged in work.
- Trained new hires.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Ally Servicing Little Rock, AR
Escalation Specialist-End of Term Remarketing
06.2019 - 03.2021
Job overview
- Deescalate customer calls due to intense situations.
- Manage risk.
- Negotiate resolutions.
- Process lease extensions.
- Process lease returns.
- Retake vehicles.
- Control reports
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction
- Increased efficiency and team productivity by promoting operational best practices
Ally Servicing Little Rock, AR
End of Term -Remarketing
11.2018 - 06.2019
Job overview
- Managed customer concerns and responded to questions concerning Lease Returns
- Monitored accounts receivable aging and worked with various areas to address business needs.
- Responded to customer inquiries and provided detailed account information.
- Utilized skip tracing to locate hard-to-find, re-located customers.
- Processed Lease Extensions at Maturity
- Inbound and outbound calls to customers, vendors, business partners
- Initiated repossession process upon failure of purchase or return of lease vehicle.
Ally Servicing Little Rock, AR
Customer Solutions Representative
08.2017 - 11.2018
Job overview
- Scanning documents.
- Filing.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business
Dillard's DirectMaumelle , AR
Customer Service Supervisor
04.2014 - 08.2017
Job overview
- Coached and mentored representatives to deliver polite, professional customer interactions.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Managed customer service budgets for cost-effective staff and resource allocation.
- Implemented company policies and procedures for professional, cohesive customer care.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Led customer service projects to address and achieve key business objectives.
- Completed bi-weekly payroll audits for 80 employees.
- Interview and hire new employees.
- Created reporting systems to track customer service performance and improve insight.
Availability
See my work availability
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Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The best way out is always through.
Timeline
Remarketing Specialist II
Ally Servicing
03.2021 - Current
Escalation Specialist-End of Term Remarketing
Ally Servicing
06.2019 - 03.2021
End of Term -Remarketing
Ally Servicing
11.2018 - 06.2019
Customer Solutions Representative
Ally Servicing
08.2017 - 11.2018
Customer Service Supervisor
Dillard's Direct
04.2014 - 08.2017
Colorado Technical University
Associate of Science from Associate of Science in Business Management
College of The Ouachitas
CDA from Early Childhood Education
Sparkman High School
High School Diploma
Education
Colorado Technical UniversityColorado Springs, CO
Associate of Science from Associate of Science in Business Management
06.2024
University Overview
College of The OuachitasMalvern, AR
CDA from Early Childhood Education
01.2012
University Overview
Sparkman High SchoolSparkman, AR
High School Diploma
University Overview
Skills
- Report writing
- Self-directed
- Time management ability
- Computer proficiency
- Vendor Relationships
- Compliance and Quality Controls
- Coaching and Mentoring
- Ability to prioritize
- Motivational leadership style
- Professional demeanor
- Staff Management and Team Leadership
- Industry Trends
- Complex Problem-Solving
- Performance Tracking and Evaluations
Affiliations
Affiliations
- 2020 Recipient of the I'm an Ally Award
- Nominated for the I'm an Ally Award in 2019, 2021, and 2023.
- 2020 Recipient of EET Spot Award
- Ally ERG Member
- Ally EET team member for 2 years
- Ally Mentor for 4 years
- Always surpass my metrics with at least an Exceeds Most or Exceeds All rating almost every year on the AIP End of Year Evaluation.
- One of the highest DPA's consistently.
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