Rabiyyah Thomas
New Castle,DE
Summary
Collaborative leader partnering with coworkers to foster an engaged and empowering work culture. Demonstrated expertise in building and maintaining strong relationships with diverse stakeholders in dynamic, fast-paced environments.
Overview
19
19
years of professional experience
Work History
Loan Servicing Supervisor
Flagship Credit Acceptance
01.2020 - 04.2025
- Supervise and mentor a team of loan servicing professionals.
- Manage and monitor the productivity and daily functions of the loan operations staff.
- Provide guidance and support to team members to achieve performance goals.
- Conduct performance evaluations and provide feedback.
- Ensure compliance with bank policies, regulatory requirements, and industry best practices.
- Identify and implement process improvements to enhance operational efficiency.
- Monitor and analyze key performance indicators (KPIs) to track performance and identify areas for improvement.
Customer Service Team Lead
Wells Fargo Auto
06.2006 - 10.2019
- Facilitated New Hire Customer Service training
- Consulted with management regarding training and/or developmental needs within the call center and provide strategies for improvement
- Subject Matter Expert (SME) on project to update online New Hire training site
- Reviewed new/updated policies and procedures prior to implementation for compliance and impact to the department
- Resolved complex escalation items such as research customer issues and resolve customer complaints
- Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service
Education
Some College (No Degree) - Psychology
Rutgers University
New Brunswick, NJSkills
- Conflict resolution
- Operations management
- Documentation review
- Data management
- Internal policy implementation
- Corrective action plans
- Critical thinking
- Multitasking
- Organizational skills
- Time management
- Analytical skills
- Compliance monitoring
Affiliations
CLG Diverse Mentoring Program ·Mentee
Wells Fargo Volunteers Program
Habitat for Humanity-helped with multiple home builds and lot clean-ups
City Team Ministries-packed Christmas toys for children
Timeline
Loan Servicing Supervisor
Flagship Credit Acceptance
01.2020 - 04.2025
Customer Service Team Lead
Wells Fargo Auto
06.2006 - 10.2019
Some College (No Degree) - Psychology
Rutgers University
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