Tekoa Devres
Alpharetta,GA
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
13
13
years of professional experience
Work History
Case Manager/Team Lead/Violation specialist
Lease Plan
01.2020 - Current
- Manage and resolve all Customer inquiries and issues
- Create, maintained, and update compliant cases
- Effectively articulate complex information to both internal and external clients in all parts of customer interactions
- Ensure production effectiveness by monitoring cases, assigning resources, analyzing departmental processes, and making recommendations for process improvements
- Meets Client SLAs and KPI’s around response time and time to close cases
- Worked and resolved cases and escalations within OLA; investigated and determined root cause of issues and failures and work to reduce exposure that could result in an operational loss
- Maintained replacement queues
- Partner with vendors to process MSO paperwork for title and registration
- Train and coach new and existing employees
- Accounts payable
- Worked toll queues
- Processed refund checks and credit memos to clients
- Researched and processed payments from collection agencies
- Investigate and respond to escalated and complex issues
Pre-Closer
OS National
01.2016 - 01.2018
- Assisted with mortgage loan closing process for both residential and commercial properties
- Review loan documents for compliance and accuracy
- Obtained missing information, prepared files, and provided support for clients
- Processed tax, and title information for closing
- Prepared complete and accurate call documentation
Customer Service Manager
Buy-Rite Beauty
01.2014 - 01.2016
- Developed and implemented customer service policies and procedures.
- Partnered with vendors to obtain a successful resolution for customers
- Handled complex and escalated customer service issues
- Identified and addressed staff training and coaching needs
- Worked effectively with Sales Managers
- Managed and developed a team of 10 customer service advisors.
- Enhanced team performance through coaching and metrics.
- Increased team efficiency rate by 35 percent.
- Conducted interviews for new hires.
- Increased customer retention by 15 percent with customer service surveys.
- Created training manuals.
- Improved customer service experience.
Talent Acquisition Specialist
Home Depot
01.2012 - 01.2014
- Performed pre-screening calls with applicants.
- Reviewed resumes and conducted interviews with consistent set of assessment criteria.
- Updated job requirements and job description for positions.
- Collaborated with hiring managers to streamline the interview process, which resulted in a 45 percent increase in the number of qualified candidates.
- Managed and updated the applicant tracking system.
Education
Associate degree - Business Administration
University of Phoenix
Skills
- Leadership
- Client support
- Detailed oriented
- Data analysis
- Metric-driven
- Organized
- Time management
- Interpersonal communication
- Critical thinking
- Conflict resolution
- Flexibility
Timeline
Case Manager/Team Lead/Violation specialist
Lease Plan
01.2020 - Current
Pre-Closer
OS National
01.2016 - 01.2018
Customer Service Manager
Buy-Rite Beauty
01.2014 - 01.2016
Talent Acquisition Specialist
Home Depot
01.2012 - 01.2014
Associate degree - Business Administration
University of Phoenix