Summary
Overview
Work History
Education
Skills
Timeline
AccountManager
Rachel Linden Cox

Rachel Linden Cox

Dothan,AL

Summary

Driven professional experienced in administration of vital business projects and processes, possessing strengths in daily operations management. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

17
17
years of professional experience

Work History

Manager - Consulting & Delivery

CGI
Troy, Alabama
05.2021 - Current
  • Encouraged departmental employees to present positive, exemplary image to customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Supervised staff of 40 personnel by implementing company policies, protocols, work rules and disciplinary action.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Communicated best practices among on-site and external personnel to align efforts and goals.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Operations Manager

MRS BPO
Taylor, AL
09.2018 - 06.2019
  • Developed collections project from team of 12 to department of 60 call center agents
  • Directly prepared training material for external client, developed strategies and processes that facilitated financial goals of both organizations, documented and delivered resolutions through proper channels, analyzed and manipulated production schedules to fulfill client expectations and needs.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
  • Advanced productivity KPIs to achieve key business goals and objectives.

Assistant Branch Manager

Pioneer Credit Company
Dothan, AL
10.2017 - 08.2018
  • Maximized efficiency through effective resource allocation and employee management, facilitated customer satisfaction by executing personal communications and frequent followups, reviewed credit applications for risk factors and credit worthiness, demonstrated knowledge of branch financial
  • Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
  • Completed filings and upheld strict compliance with regulatory agencies and supervisors.
  • Built rapport with account holders by reaching out with product recommendations and account updates.
  • Identified partnership opportunities and established favorable business connections.
  • Reviewed credit applications for risk factors and credit worthiness.
  • Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives and attain advancement.

Administrative Assistant

Washington Prime Group
Indianapolis, IN
01.2017 - 08.2017
  • Reported to both Vice President and Regional Director of Property Management
  • Provide support and management of 23 outlier properties
  • Prepared and executed written service contracts, lease agreements, monthly financial property overviews, invoicing, sales data collections, sponsorship agreements,
  • Oversaw travel arrangements, created expense reports, managed VP calendars, monitored office and work room inventory, ordered supplies.
  • Managed tenant and vendor communications and contracts, all daily office operations
  • Edited documents to improve accuracy of language, flow and readability.
  • Updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Interacted with vendors to purchase and set up equipment and services.
  • Booked airfare, hotel and ground transportation to coordinate office travel.
  • Set up conference rooms, technology and materials to facilitate meetings.
  • Conducted onboarding to help new hires adjust to administrative and performance aspects of jobs.
  • Monitored office calendars to plan meetings, activities and travel to maximize productivity.
  • Reviewed aged receivables, followed up on premium payment collection and assisted accounting department with account reconciliations.
  • Completed applications, negotiated with underwriters and prepared proposals for new and renewal business proposals and offerings.
  • Processed project change requests and performed coverage research to handle repair issues.
  • Issued appropriate insurance documentation and identification.
  • Educated clients, cross-sold and upsold coverages by recommending changes to insured for enhanced protection, ensuring profit standards are being met.
  • Completed annual rent calculations using housing database software.
  • Collected and maintained careful records of rental payments and payment dates.
  • Planned special events such as lotteries, dedications and project tours.
  • Generated leads for sales and rental properties through cold calls and referrals.
  • Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
  • Kept properties in compliance with local, state and federal regulations.

Collections Supervisor

CGI
Troy, AL
01.2012 - 06.2016
  • Developed new and existing agents in professional navigation of collections industry, provided feedback and coaching for collections activities, executed disciplinary processes, effectively produced and delivered monthly and annual expectations and reviews,
  • Monitored and graded call quality for team of 25 collections representatives, ensured compliance with laws and guidelines of FDCPA, analyzed and manipulated production schedules to fulfill client expectations and needs,
  • Recruited qualified talent for vacant and new positions, oversaw and approved bi-weekly payroll for employees, coordinated and managed special projects and schedules
  • Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.

Administrative Assistant

Adams Masonry
Troy, AL
01.2006 - 12.2014
  • Oversaw employee payroll and scheduling, arranged business activities, managed all business communications, client consultations, travel arrangements, company calendars, expense reports, various administrative and clerical duties

Education

Bachelor of Arts - Risk Management and Insurance

Troy University
Troy, Alabama

Skills

  • Microsoft Office
  • Quickbooks
  • Excel
  • Sales
  • Data management
  • Expense Reports
  • 62 WPM typing speed
  • Social media knowledge
  • Employee training and development
  • Record keeping
  • Clerical support
  • Clear oral/written communication
  • Web Based Reporting
  • Customer Complaint Resolution

Timeline

Manager - Consulting & Delivery

CGI
05.2021 - Current

Operations Manager

MRS BPO
09.2018 - 06.2019

Assistant Branch Manager

Pioneer Credit Company
10.2017 - 08.2018

Administrative Assistant

Washington Prime Group
01.2017 - 08.2017

Collections Supervisor

CGI
01.2012 - 06.2016

Administrative Assistant

Adams Masonry
01.2006 - 12.2014

Bachelor of Arts - Risk Management and Insurance

Troy University

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