Summary
Overview
Work History
Education
Skills
TECHNICAL TOOLS & SYSTEMS
Timeline
Generic

STACEY CALAMEASE MUHAMMAD

Fort Worth

Summary

Experienced Automotive Finance Specialist with over 20 years in customer service, account management, and insurance operations. Skilled in vehicle impound support, title and registration resolution, lienholder documentation, insurance verification, and claim processing. Proven record of ensuring compliance with federal and state regulations, including FDCPA and CFPB guidelines. Strong communicator and problem-solver with a background in handling complex cases, supporting commercial and retail accounts, and managing inbound and outbound calls in a high-volume environment.

Overview

14
14
years of professional experience

Work History

Sr. Specialist, Customer Service – Platinum Team Lead

Santander Consumer USA Inc. / Chrysler Capital / SBNA Banking
08.2011 - 03.2025
  • - Handled impound and total loss cases by coordinating with insurance companies, tow yards, law enforcement, and customers.
  • - Managed document collection and verification for vehicle releases and insurance claim approval.
  • - Resolved title discrepancies that impacted impound resolution or state registration, including issuing corrected and replacement titles.
  • - Processed GAP claims, warranty cancellations, and coordinated refund requests.
  • - Responded to and resolved complex customer inquiries and impound-related escalations.
  • - Supported compliance by documenting account activity, reviewing call quality, and training new hires on lienholder protocols and impound processes.

Sr. Account Manager – Commercial Team

Santander Consumer USA Inc. / Chrysler Capital / SBNA Banking
08.2011 - 03.2025
  • - Managed impound issues for high-volume commercial fleet clients, including Uber and corporate lessees.
  • - Provided support for vehicle recovery, title release, tax resolution, and payment reconciliation.
  • - Liaised with third-party vendors and state agencies to resolve impound and registration issues.
  • - Processed commercial account updates and coordinated lienholder release documentation.

Sr. Account Manager – Collections (Retail, Lease, Commercial)

Santander Consumer USA Inc. / Chrysler Capital / SBNA Banking
08.2011 - 03.2025
  • - Conducted inbound and outbound calls for accounts 1–90 days past due, including impound-related balances.
  • - Negotiated payment plans, processed extensions, and advised on impound fee responsibilities.
  • - Audited agent performance on calls involving impound or repossession discussions to ensure compliance and accuracy.

Education

High School -

Everman High School
Everman, TX

Cosmetology License - undefined

Aladdin Beauty College
Fort Worth, TX

Skills

  • Impound Support, Vehicle Release Coordination, Insurance Claim Documentation, Lienholder Support, Title Management & Registration Resolution, GAP Claims & Warranty Cancellations, Bankruptcy Processing, FDCPA & Regulatory Compliance, Credit Bureau Disputes, Customer Service & Call Center Operations, Quality Control & Call Monitoring, Escalation Handling, Remote Support – Phone, Chat, Email, Microsoft Office IVR Teams CRM Systems
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TECHNICAL TOOLS & SYSTEMS

  • Microsoft Office (Word, Excel, Outlook)
  • IVR and Call Center Platforms
  • CRM Systems
  • Insurance and Claims Portals
  • Title Lookup and Registration Tools
  • Remote Collaboration: Teams, Email, Chat

Timeline

Sr. Specialist, Customer Service – Platinum Team Lead

Santander Consumer USA Inc. / Chrysler Capital / SBNA Banking
08.2011 - 03.2025

Sr. Account Manager – Commercial Team

Santander Consumer USA Inc. / Chrysler Capital / SBNA Banking
08.2011 - 03.2025

Sr. Account Manager – Collections (Retail, Lease, Commercial)

Santander Consumer USA Inc. / Chrysler Capital / SBNA Banking
08.2011 - 03.2025

Cosmetology License - undefined

Aladdin Beauty College

High School -

Everman High School

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