S. LeeAnn Jackson
McKinney,TX
Summary
Organized, dedicated, and ambitious professional with excellent attention to detail and thirst for learning. Experienced in administration, financial banking, and legal binding. I'm seeking a career where I can utilize, enhance, and improve my skills and knowledge to providing outstanding customer service and exceptional problem solving solutions. Expert in financial operations with valuable experience in resolving account discrepancies and enhancing customer relationships. Proven track record of collaborating effectively with team members to meet targets and adapt to changing priorities. Recognized for problem-solving abilities and keen attention to detail.
Overview
18
18
years of professional experience
Work History
Account Resolution Specialist
Wells Fargo Auto
10.2023 - Current
- Monitoring accounts: Identifying delinquent accounts and overdue payments
- Contacting debtors: Reaching out to customers by phone, email, or mail to discuss their debts and make collection arrangements
- Setting up payment plans: Establishing payment plans for accounts that are in default or have unallocated payments
- Resolving issues: Investigating discrepancies and billing errors, and helping clients with credit and billing problems
- Managing records: Keeping detailed notes and records of all communications and actions, and maintaining historical records of account statuses and collection operations
- Reporting: Compiling reports relating to collection work and customer account updates
- Handle outbound calls to clients regarding payments and outstanding debts.
- Utilize various accounting software systems to manage customer accounts.
- Leverage CRM systems to track customer interactions and resolutions.
- Employ the use of Accruing for skip tracing activities.
- Process customer credit applications using ADP Financial Services.
- Coordinate billing functions and claim administration duties.
- Completed in-depth research to investigate claims and resolve problems.
Auto Finance Associate
Wells Fargo Auto
01.2020 - 10.2023
- Responsible for servicing the transactional needs of all Direct and Indirect Auto loan customers via inbound telephone contact in a call-center environment
- Delivers high quality service along with accurate and professional responses to customer inquiries, while adhering to regulatory and compliance guidelines.
- Handles customer inquiries and processes customer transactions while navigating multiple system screens and accurately documenting the account
- Process (i.e. Account File Maintenance, Contract Copies, Statement Copies, Automatic Loan Payment Information, Payoff Requests, Direct Debit Requests, Due Date Changes, Web Site navigation instruction).
- Offers or recommends products based on customer needs.
- Sends e-mail requests to appropriate departments to complete customer transactions and documents customer information in computer system.
Externship
The Cochran Firm, Dallas, TX
10.2022 - 06.2023
- Legal research
- Preparing/drafting legal documents
- Reviewing case files
- Interviewing clients
- Answering client telephone calls
- General correspondence
- Filing and faxing legal documents
- Assisting attorneys with closing, hearings, trials, and corporate meetings
- Identifying law
- Judicial decisions
- Legal articles
- Any other materials relevant to assigned cases.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Auto Finance Associate (Contract)
Randstad Staffing Agency
07.2019 - 01.2020
Sales and Service Advisor
BBVA
07.2018 - 06.2019
- Served as branch associate/teller during high traffic hours to ensure exceptional customer service and focused on sales during non-peak hours to maximize sales production
- Kept offices productive by being flexible, knowledgeable, and customer focused
- Primary responsibilities included selling bank products both inside and outside the branch.
- Leveraged CRM tools effectively to track customer interactions, monitor progress towards goals, and maintain organized account records for seamless communication across teams.
Financial Service Representative
Neighborhood Credit Union
01.2015 - 02.2017
- Provided services for members in person, by telephone or by mail
- Disbursed cash or check withdrawals
- Provided official checks and credit card advances
- Received loan payments and service charge payments for services
- Processed transfers between accounts as required
- Redeemed U.S
- Savings Bonds
- Processed shared service center transactions
- Operated online teller terminal and accurately recorded amounts received and prepared reports of transactions
- Opened/closed teller terminal daily; accounted for cash assigned, received, and disbursed; and accurately balanced teller terminal close report and remitted daily work to supervisor for disposition.
Insurance Agent
Affirmative Insurance Holdings, Inc
12.2011 - 12.2014
- Solicited new business and maintained current business levels and achieved or exceeded sales production goals and delivered customer service in line with the Retail Value Proposition
- Increased new business by initiating contact with prospects through local store marketing efforts, community involvement, cold calling (face-to-face and phone), quote calls, and walk-ins to build interest; matched needs with products and services; and closed the sale to meet the agreed upon production goals.
Auto Finance Collections Representative
Capital One Auto Finance
03.2009 - 10.2011
- Investigated and resolved balances using proactive communication with external and internal customers
- Resolved client billing problems by collecting direct payments and setting up payment plans
- Handled outbound collection telephone calls with consistent service quality and excellent success rate.
Administrative Assistant
LA Fitness International Corporate Office
06.2007 - 01.2008
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Education
Certification - Paralegal / Legal Assistant - Paralegal
Arlington Career Institute, Grand Prairie, Texas
Grand Prairie, TX06-2023
Degree - Criminal Justice -
Texas Southern University, Houston, Texas
01.2005
Thomas Jefferson High School -
Dallas, Texas
01.2003
Skills
- Program Support
- Data Entry
- Management Support
- Workplace Safety
- Collections
- Time Management
- Negotiating Skills
- Legal Research
- Code Calling
- Customer Service
- Preparation of Legal Documents
- Proficient in Microsoft Office
- Legal Terminology
- Problem Solver
Timeline
Account Resolution Specialist
Wells Fargo Auto
10.2023 - Current
Externship
The Cochran Firm, Dallas, TX
10.2022 - 06.2023
Auto Finance Associate
Wells Fargo Auto
01.2020 - 10.2023
Auto Finance Associate (Contract)
Randstad Staffing Agency
07.2019 - 01.2020
Sales and Service Advisor
BBVA
07.2018 - 06.2019
Financial Service Representative
Neighborhood Credit Union
01.2015 - 02.2017
Insurance Agent
Affirmative Insurance Holdings, Inc
12.2011 - 12.2014
Auto Finance Collections Representative
Capital One Auto Finance
03.2009 - 10.2011
Administrative Assistant
LA Fitness International Corporate Office
06.2007 - 01.2008
Degree - Criminal Justice -
Texas Southern University, Houston, Texas
Thomas Jefferson High School -
Dallas, Texas
Certification - Paralegal / Legal Assistant - Paralegal
Arlington Career Institute, Grand Prairie, Texas
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