Samone Townsend
Dallas,TX
Summary
Highly analytical, deadline driven worker, who completes all tasks with accuracy and speed. Team player with extensive experience in serving customers both in-person and by telephone in a call center environment. An independent self- starter with organization skills that are highly efficient in a multi-tasking environment. Work experience in supervising others as well.
Overview
9
9
years of professional experience
Work History
Funding Team Lead
Santander Consumer USA
Dallas, TX
04.2020 - 08.2023
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Identified opportunities for process improvements, implementing changes when required.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Created detailed reports on team activities as requested by management.
- Motivated staff through positive reinforcement techniques.
- Analyzed data from various sources to identify trends or patterns in customer behavior.
- Delegated tasks appropriately according to individual skill sets.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Reviewed existing systems and procedures regularly, suggesting ways they could be improved or optimized.
Funding Analyst
Santander Consumer USA
Dallas, TX
05.2016 - 04.2020
- Coordinate the purchasing of retail and lease contracts from Chrysler Capital dealer base.
- Work directly with Dealer Finance, Internal Credit, Sales and 3rd party vendors(s) to ensure adherence to policy and state regulation.
- Provide “Best in Class” service to all external and internal customers.
- Use creative and analytical methods to verify all aspects of a deal to proceed with funding.
- Assist peers with answering questions.
- Manages of a book of customer files with limited supervision or guidance
- Use analytical skills to assess accuracy of verification , calculations and data. Performs advanced level of verifications to ensure guidelines are achieved
MidRange/Backend Collector
Santander Consumer USA
Dallas, TX
03.2014 - 05.2016
- Managed customer accounts by obtaining payment information and updating records.
- Verified customer account balances and processed payments accordingly.
- Researched delinquent accounts to identify sources of delinquency, such as late payments or insufficient funds.
- Negotiated payment arrangements with customers who were past due on their accounts.
- Maintained accurate records of all collection activities in the system database.
- Conducted skip tracing to locate missing customers with overdue accounts.
- Assisted customers with inquiries regarding billing statements and account status.
- Provided guidance and assistance to customers who were facing financial difficulties.
- Investigated disputed claims and made appropriate adjustments when necessary.
- Participated in regular meetings with internal staff to discuss strategies for improving collections efforts.
- Attended training sessions offered by creditors or third-party vendors regarding new collection techniques.
- Analyzed customer payment histories to determine eligibility for special payment plans or discounts.
Education
High School Diploma -
South Oak Cliff High School
Dallas, TX01-2009
Some College (No Degree) - General Studies
Mountain View College
Dallas, TXSkills
- LotusNotes
- Web phone
- Quality Assurance
- Performance monitoring
- Regulatory Compliance
- Production Monitoring
- Complaint resolution
- Workplace Safety
- Quality Control
- Microsoft Word
- Fraud riskExcel
- Excel Funding Analyst
- Power Point
- FDCPA
- Outlook Financial reportingSkip
- Skip Tracing
- Strong organizationNegotiation
- Negotiation Skills
- Excellent attention to detailInternet
- Internet searches
- Expert in customer relations
- Excellent communication skillsPractices
- Practices due diligence
- Flexible team player
- Strong interpersonal skills customer-oriented
Timeline
Funding Team Lead
Santander Consumer USA
04.2020 - 08.2023
Funding Analyst
Santander Consumer USA
05.2016 - 04.2020
MidRange/Backend Collector
Santander Consumer USA
03.2014 - 05.2016
High School Diploma -
South Oak Cliff High School
Some College (No Degree) - General Studies
Mountain View College