Summary
Overview
Work History
Education
Skills
Training
Timeline
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MONIQUE JAMES

Huntersville,NC

Summary

Professional planner with comprehensive expertise in developing strategic plans and coordinating complex projects. Skilled in resource allocation, timeline management, and data analysis to drive successful outcomes. Strong focus on team collaboration and adaptability to changing needs ensures reliable performance. Known for problem-solving abilities and effective communication.

Overview

21
21
years of professional experience

Work History

CCH EQS Planner Scheduling

Coca Cola Bottling Co Consolidated
11.2022 - 08.2024
  • Develops plans to manage all scheduled service work requests to achieve maximum productivity and customer satisfaction
  • Schedules the reset team to locate equipment and schedule resources using Sharepoint
  • Communicates with customers, equipment services team members, and other cross-functional partners to ensure alignment on the timing of scheduled work
  • Reviews inventory levels to assure equipment is on hand when needed
  • Follows up with Corporate Equipment Manager on necessary items as required
  • Performs limited warehouse and administrative duties and other duties as assigned on an as-needed basis
  • Collaborated with cross-functional teams to align goals and ensure project success.
  • Optimized inventory control, reducing waste and improving costefficiency.

Quality Control Specialist * Team Lead * Collections Specialist

OneMain Financial Services (Springleaf)
10.2017 - 11.2022
  • Investigate, research, and track consumer information using online skip tracing tools
  • Initiate contact with customers via telephone regarding charge off accounts while arranging repayment and/or settlement of accounts in accordance with all applicable laws, policies, and procedures
  • Operate in a goal-oriented environment, achieving individual and team performance targets and core competencies
  • Analyze a variety of data sets, internal reporting, and populations of recorded customer calls to identify potential compliance violations
  • Utilize enterprise policy and procedure to identify potential compliance violations
  • Review customer accounts, applications, and recorded calls to determine if identified compliance violations are valid
  • Effectively navigate systems & accurately document accounts
  • Clearly communicate all violations to employee’s manager through various feedback portals
  • Document performance of all control assessments; build simple reporting structures to communicate performance with Team Lead and Manager
  • Process accounts requiring special handling-setting with appropriate flags and information in Class
  • Meet regularly with management team to advise of trending violations, issues, or performance gaps
  • Complete all tasks by directed deadlines, support team members in completion of department goals and deadlines
  • Identify and communicate with management team, any potential opportunities or gaps within policy, procedure, or process that may be root cause for lack of adherence by employees
  • Respond to and fulfill requests for additional control assessment as assigned by management.
  • Collaborated with cross-functional teams to ensure consistent adherence to quality standards across all products.
  • Inspected finished goods to verify conformance with customer specifications and company quality standards.

Sr. Account Manager (Back End)

CITI Financial Services (Santander Consumer)
05.2007 - 01.2011
  • Skip tracing
  • Average inbound calls handled 25-50 daily, outbound calls 100-150 daily
  • Ranked within the top 10% of Collection agents assigned to 30-120-day collection activity
  • Providing customer service regarding collection issues, process customer refunds, payments, and resolve delinquencies
  • Developed long-lasting client relationships by providing exceptional customer service and support.
  • Enhanced communication between departments for more effective problem-solving and collaboration.

Sales Consultant

Bell South Telecommunications
10.2005 - 05.2007


  • Interact with online systems while communicating with customers
  • Provides marketing and sales support including participation in account planning as required
  • Record reconciliation, customer instruction, and education
  • Managed and assisted in billing inquires, billing adjustments, customer complaints, process new service, transfer of service and disconnect of service request
  • Communication via email, Internet and telephone
  • Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.

Collections Specialist

AmeriCredit Financial Service
10.2003 - 10.2005
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Served as an interface between initial customer purchase, billing questions, and service/warranty inquires
  • Hard-core collections with an average of 100 calls per day
  • Negotiated to collect balance in full.
  • Developing strong vendor relations
  • Improved customer payment compliance through negotiating mutually agreeable repayment plans.
  • Process deferments, due date changes, and other requests in computer system.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
  • Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.

Education

Bachelor of Arts - Radio/TV Broadcasting

North Carolina Central University
Durham, NC
01.2000

Skills

  • Project Management
  • Data Management
  • Customer Focus
  • Critical Thinking
  • Time Management
  • Team Leadership and Motivation
  • Microsoft Office
  • Clear Communication
  • Creativity and Adaptability
  • Decision-Making
  • Workflow Management
  • Quality Assurance
  • Scheduling
  • Staff Training
  • Pricing negotiation
  • Employee Training

Training

IBM & MAC (MS Office, Power Point, Access, Excel, Word, MS Outlook, Lotus Notes)

Timeline

CCH EQS Planner Scheduling

Coca Cola Bottling Co Consolidated
11.2022 - 08.2024

Quality Control Specialist * Team Lead * Collections Specialist

OneMain Financial Services (Springleaf)
10.2017 - 11.2022

Sr. Account Manager (Back End)

CITI Financial Services (Santander Consumer)
05.2007 - 01.2011

Sales Consultant

Bell South Telecommunications
10.2005 - 05.2007

Collections Specialist

AmeriCredit Financial Service
10.2003 - 10.2005

Bachelor of Arts - Radio/TV Broadcasting

North Carolina Central University

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