Monica Spivey
Goodyear,Arizona
Summary
Forward-thinking leader experienced at operating departments efficiently to meet goals. I’m a results driven Leader with an extensive background of 20 years in the financial industry. I have led in multiple capacities throughout my tenure. I have proven track record in creating a winning work environments that excel in both business results and employee satisfaction. Looking to utilize my extensive background in coaching, developing , networking and building lasting relationships in this role.
Overview
11
11
years of professional experience
Work History
Operations Manager
National General Insurance Services
11.2021 - Current
- Manage 6 direct reports and their reps consisting of 118 people to achieve desired results
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Responsible for hiring, and partners with learning and development team in support of training of new hires
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize client satisfaction.
- Introduced new methods, practices, and processes to ensure clients are satisfied
Virtual Banking Team Lead
Chase Bank JP Morgan
02.2021 - 11.2021
- Managed a team of 15 virtual bankers
- Helped train new team members by relaying information on company procedures.
- Helped improve process improvements on call flows and working customers accounts
- Helped create scorecard metrics for virtual bankers incentives
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
Customer Service Team Leader
Chase Bank JP Morgan
07.2017 - 02.2021
- Managing a team of 10 customer service specialists
- Also managing our LEAP(Leadership Acceleration Program) and Leadership Onboarding
- I serve as the point of contact for EVEE, Model Office and the Senior Interview Panel
- Served as the membership administrator chair for BOLD Arizona
- Analyze reporting to monitor operations and maintain a high level of performance
- Actively involved with special projects including processes and procedural development
- Manage web stats reporting
- Developed monthly call strategies to ensure individual employees success.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Dialer Blend Team Leader
Chase Bank JP Morgan
08.2016 - 07.2017
- Managing a team of 16 credit auto collectors
- The portfolio consists of 1-60 delinquent accounts with the goal of curing delinquency by both collecting and offering programs
- Analyze reporting to monitor operations and maintain a high level of performance
- Actively involved with special projects including processes and procedural development
- Manage webs tats hierarchy for all leadership
- Developed monthly call strategies to ensure individual employees success
- Developed and implemented roll strategies which significantly reduced loss of revenue.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Loss Mitigation Team Leader
Chase Bank JP Morgan
01.2016 - 08.2016
- Managed a team of 10 – 12 sub prime auto collectors in an ownership environment
- The portfolio consists of 1-150 delinquent accounts with the goal of curing delinquency by collecting, offering programs, or repossession of vehicles
- Also help lead the recruiting for ALL auto Finance
- Supervisor responsible for overseeing a staff of 10 – 12 specialists
- Organized and assigned 8 million dollars’ worth of accounts
- Analyzed reporting at the end of the collection process and delegated for manual charge off
- Analyzed accounts and created reports for goal setting
- Assisted specialists by implementing training, work flow processes and production
- Reviewed accounts and assigned for repossession.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Job Coach
Chase Bank JP Morgan
05.2014 - 01.2016
- Responsible for coaching and developing the entire auto department
- Covered manager teams while on vacation or LOA
- Created department contest to build good work environment
Front Line Collector
Chase Bank JP Morgan
11.2013 - 05.2014
- Collected on past due auto loans
- Set up payment programs for past due customer
- Set up monthly contest for our team
Collector
Joseph Mann And Creed Recovery Services
10.2012 - 10.2013
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Maintained high volume of calls and met demands of busy and productive group.
Education
Certified Medical Assistant -
Cleveland Institute of Dental and Medical Assistants
2002
Diploma - undefined
East High School
2000
Skills
- Training and Developing
- Great Communication
- Forward Thinking
- Process Improvement Strategies
- Leadership Management
- Productivity Improvement
- Strategic Thinking
Timeline
Operations Manager
National General Insurance Services
11.2021 - Current
Virtual Banking Team Lead
Chase Bank JP Morgan
02.2021 - 11.2021
Customer Service Team Leader
Chase Bank JP Morgan
07.2017 - 02.2021
Dialer Blend Team Leader
Chase Bank JP Morgan
08.2016 - 07.2017
Loss Mitigation Team Leader
Chase Bank JP Morgan
01.2016 - 08.2016
Job Coach
Chase Bank JP Morgan
05.2014 - 01.2016
Front Line Collector
Chase Bank JP Morgan
11.2013 - 05.2014
Collector
Joseph Mann And Creed Recovery Services
10.2012 - 10.2013
Certified Medical Assistant -
Cleveland Institute of Dental and Medical Assistants
Diploma - undefined
East High School
Similar Profiles
Eraclio ReyesEraclio Reyes
Customer Service Representative at Integon Insurance / National General InsuranceCustomer Service Representative at Integon Insurance / National General Insurance
Kayla HarrisKayla Harris
Senior Risk Adjuster at National General Insurance CompanySenior Risk Adjuster at National General Insurance Company
Kenyatta DobbinsKenyatta Dobbins
Senior Service Support Specialist at National General Insurance CompanySenior Service Support Specialist at National General Insurance Company