Tanmika Northern
Sherman,TX
Summary
Results-driven professional with 13 years of experience impacting organizational performance through the execution of multiple processes such as Risk Management, Vendor Management, Customer Service, and Collections. Proven ability to determine the best strategy to achieve optimal success through process improvements and automation. Well-rounded background with demonstrated strengths in reducing Capital One losses.
Overview
10
10
years of professional experience
Work History
Principal Operations Coordinator
CAPITAL ONE AUTO FINANCE
Plano, TX
03.2021 - 11.2024
- Developed rigorous training for vendors resulting in 95% accuracy among associates
- Created control performance reporting and monitoring process for overshore vendors
- Actively participated in the replevin pilot recovering 80% of assigned accounts.
- Earned management trust by exceeding required metrics and volunteering for additional tasks
- Cross-functional communication with Legal Team
- Updated process and procedures for handling escalated legal accounts
- Partnered with Tech team to establish advanced phone systems
Senior Operations Coordinator: Impounds
CAPITAL ONE AUTO FINANCE
Plano, TX
07.2017 - 03.2021
- Developed rigorous training for vendors resulting in 95% accuracy among associates
- Created control performance reporting and monitoring process for overshore vendors
- Earned management trust by exceeding required metrics and volunteering for additional tasks
- Cross-functional communication with Bankruptcy, SCRA, Legal Impounds and Replevin
- Updated process and procedures for handling escalated impound accounts
- Create training materials for Impounds Team and present to other teams throughout experience
Senior Operations Coordinator: Reinstatement
CAPITAL ONE AUTO FINANCE
Plano, TX
04.2017 - 07.2017
- Established proven strategies to resolve reinstatement accounts resulting in 80% defect deduction
- Negotiated and provided exceptional customer payment options
- Optimized process and procedures involved in de escalating customers
- Established brand as subject-matter expert in reinstatement process
- Partnered with national auctions and recovery agencies to ensure smooth recovery of collateral by customers
Senior Operations Coordinator: Manual Assignments
CAPITAL ONE AUTO FINANCE
Plano, TX
09.2015 - 04.2017
- Maintained multiple escalated queues with average 120 accounts daily
- Assign specialty accounts for repossession.
- Optimized process to prevent loss of collateral by effectively managing highly sensitive account
- Utilized precise skip tracing tools and excellent problem solving skills to locate high value collateral
- Increased NPS scores by 90% by providing exceptional customer service
- Created prioritization strategy for team to ensure optimized account management
Risk Coordinator: Risk Department
CAPITAL ONE AUTO FINANCE
Plano, TX
06.2014 - 09.2015
- Established rapport with customers to provide excellent payment options
- Managed inbound and outbound collection calls
- Worked high balance principle accounts daily
- Updated account information and complete appropriate documentation
Education
High School Diploma -
Glen Oaks High
Baton Rouge, LA05-1999
Skills
- Customer Focus
- Process Improvement
- High Performer
- Data Analysis
- Team Lead
- Cross Functional Collaboration
- Influence
- Judgment
- Skilled Communicator
- Vendor management
- Performance reporting & monitoring
- Customer negotiation
- Training development
- Problem solving
- Teamwork and collaboration
- Multitasking Abilities
References
References are available upon request.
Timeline
Principal Operations Coordinator
CAPITAL ONE AUTO FINANCE
03.2021 - 11.2024
Senior Operations Coordinator: Impounds
CAPITAL ONE AUTO FINANCE
07.2017 - 03.2021
Senior Operations Coordinator: Reinstatement
CAPITAL ONE AUTO FINANCE
04.2017 - 07.2017
Senior Operations Coordinator: Manual Assignments
CAPITAL ONE AUTO FINANCE
09.2015 - 04.2017
Risk Coordinator: Risk Department
CAPITAL ONE AUTO FINANCE
06.2014 - 09.2015
High School Diploma -
Glen Oaks High
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