Rebekah Miller
Carrollton,TX
Summary
Results-driven operations professional with 20+ years of experience in financial services, specializing in account analysis, process improvement, and field support operations. Proven ability to analyze complex customer scenarios, implement process enhancements, and collaborate cross-functionally to improve customer and dealer experience. Experienced in reporting, compliance, and business support initiatives, with a strong foundation in continuous improvement and operational excellence.
Overview
24
24
years of professional experience
Work History
Early/Mid Dialer Team Captain
CSC
11.2024 - Current
- Analyze and resolve complex customer account scenarios, determining solutions and executing accurate adjustments in alignment with company policies and operational standards
- Identify and drive process improvements through daily operations, partnering with leadership and account representatives to enhance efficiency and customer outcomes
- Develop and analyze operational reports (dialer performance, case distribution, GAP reporting) to identify trends, prioritize workload, and support data-driven decision-making
- Collaborate with supervisors, Regional Center, and National Service Center partners to address escalations, support field inquiries, and ensure consistent execution of process and policy changes
Late Team Lead
CSC
10.2022 - 11.2024
- Managed late-stage delinquent account portfolio, negotiating payment arrangements to minimize losses and improve recovery outcomes
- Coordinated repossession activities and monitored impound notices to secure collateral and prevent lien loss
- Ensured adherence to company policies and regulatory requirements in all account handling activities
Senior Recovery Analyst
RBC
02.2012 - 09.2022
- Managed post-repossession accounts, including issuing state-required legal notices and resolving customer inquiries
- Served as a subject matter expert (SME) for recovery processes and supported training of new analysts
E-Oscar Analyst
CMC
10.2011 - 02.2012
- Reviewed and processed customer credit disputes in compliance with regulatory standards
- Updated and maintained accurate account information, including auto-draft payment setups
Posting & Mail Team Lead
CMC
02.2010 - 09.2011
- Served as primary point of contact for cross-location inquiries and issue resolution
- Ensured adherence to Sarbanes-Oxley (SOX) compliance and data security standards
Center Coordinator
CMC
10.2009 - 07.2010
- Provided administrative, operational, and reporting support to managers and supervisors
- Assisted with annual budget preparation and operational planning
Senior Bankruptcy Specialist
BKC
02.2008 - 10.2009
- Managed bankruptcy accounts, supporting customers while ensuring compliance and recovery efforts
- Assisted leadership with reporting and served as backup center coordinator
Senior Customer Marketing Representative / Support
LMC
08.2003 - 02.2008
- Processed lease extension requests and handled escalated customer inquiries
- Supported training initiatives and coaching for new and existing associates
Customer Marketing Representative
LMC
10.2002 - 08.2003
- Responded to customer inquiries regarding lease-end processes
- Participated in company-wide marketing and extension campaigns
Education
Bachelor of Arts - History
University of Oklahoma
Norman, OK05-2001
Skills
- Business Analysis & Requirements Support
- Process Improvement & Operational Efficiency
- Customer Account Resolution & Adjustments
- Data Analysis & Reporting
- Cross-Functional Collaboration
- Field Support & Escalation Management
- Compliance & Policy Adherence
- Training & Coaching
Accomplishments
- Co-Founder and Sub-Leader, Bankruptcy Center NH Circle Team (2009)
- Secretary, Lease Maturity Center NH Circle Team (2004)
- User Acceptance Testing Contributor – Lease Maturity Center Extension Update
- Subject Matter Expert (SME) – LenderLive Project
- National Forwarding Agency Liaison – American Recovery Services
- CSC Health & Wellness Committee Member
Timeline
Early/Mid Dialer Team Captain
CSC
11.2024 - Current
Late Team Lead
CSC
10.2022 - 11.2024
Senior Recovery Analyst
RBC
02.2012 - 09.2022
E-Oscar Analyst
CMC
10.2011 - 02.2012
Posting & Mail Team Lead
CMC
02.2010 - 09.2011
Center Coordinator
CMC
10.2009 - 07.2010
Senior Bankruptcy Specialist
BKC
02.2008 - 10.2009
Senior Customer Marketing Representative / Support
LMC
08.2003 - 02.2008
Customer Marketing Representative
LMC
10.2002 - 08.2003
Bachelor of Arts - History
University of Oklahoma