Rosheika Hawkins

Review and validate retail and ldocuments to ensure accuracy and compliance with HCA

policies, established guidelines, programs, credit stipulations and state/federal laws and

regulations.

Actively participate in coaching and development sessions/trainings to co-create solutions that enhance individual performance and overall department/team performance.

Perform all other duties as assigned

Effectively manage high volume of inbound/outbound calls from customer, dealers and third parties.Ensuring first call resolution while assisting the center with consistently exceeding Dealer/Customer Satisfaction goals.Recipient of Service Excellence Award for top performers.Recognized for CSI as well as QA.Educate dealers/customers on Company policy and procedures,payoff and lease termination process, as well as contract details.Negotiate and prepare request

for payment arrangements, extensions, due date changes, delinquency rewrite.Execute requests for account corrections, payment research, fee waivers, overpayment refunds and principal only payments.Research and resolve complex issues regarding retail/lease account, titles,billing,misapplied payments, and taxes.

Customer support role which included resolving internal and external consumer issues via email

queue, and high call volume. Technical supports involving multiple applications, emails, anti-virus,along with various interfaces, internal internet applications and software. Successfully managing connectivity calls, and implementing new connectivity vendors onto the interface. Troubleshooting of online travel booking sites; Expedia Direct Connect, Quick Connect, Venere Connect,Synchronous booking systems and Expedia brand websites ( Expedia.com , Hotels.com,Venere.com), Initial problem assessment, documentation, and /or escalations, Monitored hotelpartner network connectivity using Polaris, Proactivenet, and Datapeek and responsible for creation and distribution of internal and external problem notifications. Data extraction and analysis using SQL Server 2008.