Michelle R. Jones
Bryant,AR
Summary
Results-driven supervisor with a proven ability to effectively manage and lead teams. Implemented process improvements to enhance operational efficiency and team productivity. Strong problem-solving and communication skills drive team success. Expertise in team leadership and operational management with a track record of driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, maintaining a flexible approach to evolving business needs. Known for reliability, strong communication, and fostering a productive work environment.
Overview
11
11
years of professional experience
Work History
Remarketing Supervisor
Ally Servicing
08.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
SR Remarketing Specialist, Retake Specialist (DBO)
ALLY Servicing
03.2021 - 08.2023
- Identify and solve problems within Dealer Buyout department
- Proven ability to balance priorities and meet deadlines
- Collaborate with Learning and Development Team to create training manual for new hires
- Created job aid to train supervisors on Genesys and how to pull the call reports to assist with team moral and accountability for daily metrics
- Collaborate with Outside Repossession company to place vehicles on hold for DBO processing and issue gate release pass to the customers once DBO complete to allow the vehicles to be picked up
- Complete daily control reports to help eliminate risk to Ally
- Enhanced customer segmentation and targeting efforts by utilizing advanced analytics and data-driven insights.
SME- Remarketing- Escalation Specialist (Post maturity)
ALLY Servicing
06.2019 - 03.2021
- Resolve customer complaints quickly and professionally to restore customer confidence and prevent loss of business
- Deescalate customer calls due to intense situations, to manage risk and restore customer confidence and resolve issues when the supervisor is not available
- Superior communications skills to assure stakeholders employees, and suppliers have a clear understanding to business goals
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction
- Complete daily control reports to help eliminate risk to Ally
- Help with training of new hires, learning procedures and teaching them how systems operate for daily use so they can complete their daily tasks
Remarketing Specialist (Post Maturity)
ALLY Servicing
11.2018 - 06.2019
- Manage list of 300 + accounts providing customers with multiple options on solutions to account
- Demonstrate effective methods of communicating with customers on their lease end options
- Help with training of new hires, learning procedures and teaching them how systems operate for daily use so they can complete their daily tasks
- Participate in focus groups to see how we can improve our department and continue growth and new ideas to improve company
- Finish top 10% percent across the floor monthly in department performance
Customer Solutions Specialist (2-3 PPD)
Ally Servicing
08.2017 - 11.2018
- Provide input and facilitate weekly staff meetings to inform and motivate staff
- Exceeded 40 + calls daily
- Crossed-trained and provided backup support for organizational leadership
- Maintained top 5% of team performance resulting in receiving team and personal bonus every month
- Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
Customer Service Supervisor
Dillard's Direct
04.2014 - 08.2017
- Managed a portfolio of 4,000 accounts to make sure they were worked weekly
- Supervised 80 + employees
- Evaluated staff performance and provide feedback to improve customer service delivery
- Led service projects to address and achieve key business objectives
- Completed bi-weekly payroll audits for 80 employees
- Interview and hire new employee
- Implemented company policies and procedures for professional, cohesive customer care
- Complete monthly call calibrations to share opportunities of improvement with each representative to promote growth and eliminate risk to the company
Education
Bachelor of Science - Business Administration And Management
Colorado Technical University
Colorado Springs, CO12-2024
Associate of Science - Business Management
Colorado Technical University
Colorado Springs, CO10-2023
CDA - Early Childhood Education
College of The Ouachitas
Malvern, ARSkills
- Results Driven
- Staff management
- Arkansas Notary Public
- Data-Driven Insights
- Process Improvement
- Regulatory Compliance
- Detail-Oriented Analysis
- Process Optimization
Relevant Course Work
- Management and Organizational Behavior
- Business Law I
- Introductory Business Practices
- Project Management
- Management of Human Resources
- Experience with MS Word, Excel Outlook, and Access
Activities
- 2020 and 2024 Recipient of the I'm an Ally Award
- Nominated for the I'm an Ally Award in 2019, 2021, 2023 and 2024.
- 2020 Recipient of EET Spot Award
- Ally Employee Engagement Team member for 2 years straight
- ERG Pillar Lead -Diverse Abilities
- Ally Mentor for 4 years
Timeline
Remarketing Supervisor
Ally Servicing
08.2023 - Current
SR Remarketing Specialist, Retake Specialist (DBO)
ALLY Servicing
03.2021 - 08.2023
SME- Remarketing- Escalation Specialist (Post maturity)
ALLY Servicing
06.2019 - 03.2021
Remarketing Specialist (Post Maturity)
ALLY Servicing
11.2018 - 06.2019
Customer Solutions Specialist (2-3 PPD)
Ally Servicing
08.2017 - 11.2018
Customer Service Supervisor
Dillard's Direct
04.2014 - 08.2017
Bachelor of Science - Business Administration And Management
Colorado Technical University
Associate of Science - Business Management
Colorado Technical University
CDA - Early Childhood Education
College of The Ouachitas
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