MICHELLE VINCENT
Rochester Hills,Michigan
Summary
Collaborative Supervisor with experience managing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices and regulatory requirements of the industry's operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Commercial Operation Supervisor
Pathward, National Association (Remote Employee)
06.2023 - 03.2024
- Including making decisions about hiring, evaluating, scheduling/work assignments, work procedures, resolving conflicts and training
- I also monitored and analyzed key performance metrics (KPIs) to identify areas for improvement and implement changes as needed.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Devised and implemented processes and procedures to streamline operations.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Achieved results by working with staff to meet established targets.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Boosted team performance by developing customer service training materials and conducting service training.
- Solicited customer feedback to identify and improve on areas of weakness.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- 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.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Interceded between employees during arguments and diffused tense situations.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Supervisor
Pathward, National Association (FKA, MetaBank, National Association)
02.2021 - 06.2023
- In 2021 I became a supervisor, hired new teammates, and managed a staff of five Customer Service employees over the course of 2 and 1/2 years
- During this time, I did extensive training and developed and implemented operational policies and procedures that comply with the department's standards and objectives.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Completed bi-weekly payroll for [Number] employees.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
Customer Service Representative
MetaBank, N.A. (FKA, Crestmark Vendor Finance)
02.2019 - 01.2021
- I was the first Customer Service Rep
- Within the Equipment Finance department servicing close to 2500+ customers
- Started to put my own procedures in place as I learned the department's needs and wants for the company and customers
- Answered phones, assisted the customers with contracts, invoices, title information
- Serviced the customer by welcoming them, assisting bill /account information until the end of when paid in full.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Updated account information to maintain customer records.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Provided primary customer support to internal and external customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Credit Analyst (Underwriter)
Crestmark Vendor Finance (a Pathward, NA Company)
03.2018 - 02.2019
- Successfully approved Equipment Finance Agreement type loans
- Experienced in reviewing and analyzing credit reports to assess risks
- Ensured compliance with regulations and requirements of the loan.
- Complied with internal controls and government regulations.
- Gathered loan documentation for underwriting.
- Analyzed and monitored portfolio credit performance against expectations and recommended improvement strategies.
- Made decisions and recommendations about extending lines of credit.
- Collaborated with cross-functional teams for comprehensive client assessments, supporting informed decisionmaking.
- Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
- Reviewed and approved or denied credit applications to keep organization profitable by making informed lending decisions.
- Performed credit reviews on corporations to assess financial conditions.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
CD Customer Service Rep.
Pathward, National Association (FKA, Crestmark Vendor Finance)
09.2017 - 02.2018
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Investigated and resolved accounting, service and delivery concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Debtor Analyst
Pathward, National Association (FKA, Crestmark Vendor Finance)
03.2017 - 09.2017
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Conducted regular reviews of operations and identified areas for improvement.
- Supported company expansion efforts through careful market research and competitive landscape assessments.
- Evaluated staff performance and provided coaching to address inefficiencies.
Short Sale Underwriter and Loss Mitigation Agent
Flagstar Bank
03.2012 - 09.2015
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
- Assessed and advised on loan applications utilizing in-depth underwriting process understanding.
- Examined credit reports, financial statements and tax returns to determine repayment capability.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
Marketing & Sales Coordinator
CB Richard Ellis, Inc. (AKA, CBRE)
Education
General Studies -
Macomb Community College
Warren, MichiganBachelor of Science in Leadership Studies -
Central Michigan University
Troy, MichiganSkills
- People Leadership
- Strong Communication
- Efficient Organizer
- Management Skills
- Detailed-Oriented
- Developing & Implementing Processes
- Post-Closing Customer Service
- Documentation Review
- Team Building
- Loss Mitigation
- Task Prioritization
- Sales Support
- Adaptability and Flexibility
Certification
Dale Carnegie Leadership Certificate
Passions
- Volunteer
- Community Involvement
- Health
- Fitness/Cardio
References
- Jean Hellman, 586-484-1139
- Kelly Jonkhans, 248-345-0097
- Amanda Smith, 586-244-3732
Timeline
Commercial Operation Supervisor
Pathward, National Association (Remote Employee)
06.2023 - 03.2024
Customer Service Supervisor
Pathward, National Association (FKA, MetaBank, National Association)
02.2021 - 06.2023
Customer Service Representative
MetaBank, N.A. (FKA, Crestmark Vendor Finance)
02.2019 - 01.2021
Credit Analyst (Underwriter)
Crestmark Vendor Finance (a Pathward, NA Company)
03.2018 - 02.2019
CD Customer Service Rep.
Pathward, National Association (FKA, Crestmark Vendor Finance)
09.2017 - 02.2018
Debtor Analyst
Pathward, National Association (FKA, Crestmark Vendor Finance)
03.2017 - 09.2017
Short Sale Underwriter and Loss Mitigation Agent
Flagstar Bank
03.2012 - 09.2015
Marketing & Sales Coordinator
CB Richard Ellis, Inc. (AKA, CBRE)
General Studies -
Macomb Community College
Bachelor of Science in Leadership Studies -
Central Michigan University
Dale Carnegie Leadership Certificate
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