Terry Edwards
The Colony,TX
Summary
Seasoned Operations Manager and talented leader with 15 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Santander Consumer Usa
09.2021 - 03.2024
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Championed technology adoption among team members, integrating tools that aided in delivering faster results for customers without sacrificing quality.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Business Operations Manager
Santander Consumer Usa
11.2019 - 09.2021
- Directly supervised, trained, and developed staff in customer service and collection skills and competencies to maximize productivity, the potential of collecting delinquent accounts, and providing one call resolution
- Ensured quality assessments were completed to ensure compliance, providing both individual and team feedback for improved performance
- Ensured that Call Center initiatives met company's Service Level Agreements such as abandon rate, average percentage of calls answered, quality scores, and additional metrics
- Discussed and reviewed call/account and/or collection activity regularly with staff to ensure practices in accordance with all state and federal laws
- Monitored electronic timekeeping systems for all direct reports to ensure integrity as well as resolved issues such as missed punches, overtime, and PTO prior to end of each payroll cycles.
- Developed customized payment plans for customers struggling with outstanding debts, promoting long-term financial stability while recovering funds owed.
Customer Service Team Lead
Santander Consumer Usa
11.2018 - 11.2019
- Assisted operation team members and associates by answering questions, assisting with Talk Offs, and de-escalating calls
- Participated in New Hire training and served as point of contact for new team members coming to the department and escalated questions as needed and appropriate
- Assisted management by cultivating positive work environments and promoting teamwork and maintained comprehensive working knowledge of all systems, regulations, company policies and procedures
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Collaborated with cross-functional teams to develop new strategies for improving overall customer experience.
Commercial/Customer Service Specialist
Santander Consumer Usa
11.2015 - 11.2018
- Maintained current, accurate and complete information on statuses of all customer accounts, ensured information submitted for relief consideration is complete and interviewed customers to obtain pertinent information for determining eligibility for program and options
- Responded and serviced customer inquiries to provide respectful, knowledgeable, helpful and convenient service for customers for all aspects of automotive finance for retail contract and lease products
- Reviewed customer history and, where appropriate and based on established policies and procedures, waived late charges, serviced questions including daily interest accrual, granted and processed retail extensions, including processing due date changes, and granting and processing reasonable lease extensions and set up payment arrangements within limits of established guidelines
- Worked with other departments to resolve customer account issues including lockbox investigation of misapplied customer payments, title issues, insurance, collections, end of lease processing, etc.
Customer Support Specialist
Sunnova
07.2014 - 09.2015
- Processed Applications of individuals applying for Solar services and verified supplemental information provided by customers in order to provide exceptional customer service and protect company assets
- Provided daily phone support to Customers and Business partners and offered solution rendering experiences regarding product warranty, troubleshooting and system maintenance
- Completed credit checks and generated contracts with new Customers applying for Solar Energy and collected payment info for billing and validated contract terms
- Researched complex issues across multiple databases and worked with support resources to resolve customer issues and/or partner with others to resolve escalated cases via SalesForce.
Senior Client Support Specialist
Mozato-File & Serve Express
06.2012 - 04.2014
- Processed electronic filings to courts and provided case, document, and party management solutions to attorneys that simplified litigation workflow of daily operations.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Improved case management efficiency by organizing and maintaining legal documents in comprehensive filing systems.
- Expedited court filings by coordinating with court clerks and ensuring timely submission of required documents.
Debt Collector
United Recovery Systems, Lp
01.2009 - 05.2012
- Ensured optimal level of customer service for collections on delinquent Credit Card, Home Finance, Retail, Auto Deficiency and student loan accounts with profound knowledge of Fair Debt Collection Practices Act
- Conferred with client debtors by telephone to acquire reasons for overdue payments and to review terms of sale of service contracts to determine appropriate negotiating strategies for repayment of debt
- Performed complex reconciliation of accounts for problem resolution by processing demand letters, liens, and bankruptcy filings while adhering to guidelines and procedures mandated by federal and state law.
Education
Concentrated in Business Administration and Accounting -
Hinds Community College
Raymond, MS12.2007
Skills
- Problem Analysis/Resolution
- Presentations and public speaking
- Training and mentoring
- Call Center Operations
- Project Management
- Quality Assurance
- Project Leadership
- Management Team Building
Timeline
Customer Service Manager
Santander Consumer Usa
09.2021 - 03.2024
Business Operations Manager
Santander Consumer Usa
11.2019 - 09.2021
Customer Service Team Lead
Santander Consumer Usa
11.2018 - 11.2019
Commercial/Customer Service Specialist
Santander Consumer Usa
11.2015 - 11.2018
Customer Support Specialist
Sunnova
07.2014 - 09.2015
Senior Client Support Specialist
Mozato-File & Serve Express
06.2012 - 04.2014
Debt Collector
United Recovery Systems, Lp
01.2009 - 05.2012
Concentrated in Business Administration and Accounting -
Hinds Community College
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