Timisha Wright
Fort Worth,TX
Summary
Dynamic Reinstatements Agent at Santander Consumer USA with a proven track record in conflict resolution and outstanding customer service. Enhanced customer satisfaction through effective problem-solving and personalized assistance, while streamlining processes to boost efficiency. Skilled in documenting information and leveraging advanced internet literacy to improve client interactions and outcomes.
Overview
10
10
years of professional experience
Work History
Reinstatements Agent
Santander Consumer USA
03.2018 - 03.2025
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Customer Assistance Representative
Santander Consumer USA
03.2018 - 03.2025
- Collaborated with the team to provide solutions to assist customers with financial hardships, including negotiations with payment plans,deferrals and ensuring compliance with FDCPA and company guidelines
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained detailed records of customer interactions, enabling better follow-up and relationship management.
- Boosted customer retention with personalized assistance and genuine concern for their needs.
- Streamlined customer service processes for improved efficiency and faster resolution times.
EARLY STAGE / LATE STAGE COLLECTION AGENT
Santander Consumer USA
01.2015 - 03.2018
- managed accounts 1-60 plus days past due .collected payments and set up payment arraignments to avoid further delinquency and credit impact, worked with repossessions to prevent charge offs
- Boosted team morale through active participation in group meetings, contributing innovative ideas that improved overall performance.
- Improved debtor repayment rates by negotiating payment plans and settlements effectively.
- Leveraged strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships throughout the process.
- Streamlined processes in the collections department, implementing efficient strategies and best practices.
Education
High School Diploma -
Howard High School of Technology
Wilmington, DE06-2000
Skills
- Ensuring customer satisfaction
- Documenting information
- Public speaking
- Problem-solving skills
- Conflict resolution
- Sales closing
- outstanding customer service skills
- advanced internet literacy
Timeline
Reinstatements Agent
Santander Consumer USA
03.2018 - 03.2025
Customer Assistance Representative
Santander Consumer USA
03.2018 - 03.2025
EARLY STAGE / LATE STAGE COLLECTION AGENT
Santander Consumer USA
01.2015 - 03.2018
High School Diploma -
Howard High School of Technology
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