Tina Beals-Cannon
Denton,TX
Summary
Reliable and Responsible Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
9
9
years of professional experience
Work History
Manager/Senior Project Manager-Total Loss
Ally Financial Inc.
Lewisville, TX
09.2021 - 09.2024
- Created and developed all training programs, including desk procedures, for the Total Loss claims department.
- Reviewed and updated all Company Knowledge Articles for the Total Loss Department.
- Coached, mentored and trained team members in order to improve their job performance. Developed new potential leaders.
- Established processes in Total Loss to ensure efficient workflow throughout the organization.
- Created and trained a new administrative/accounting team for the Total Department.
- Partnered with Learning & Development for new hires and partnered with several teams to develop a new Web Portal for the Total Loss claims for customers, adjusters, and other third parties.
Associate Analyst
Ally Financial Inc.
Lewisville, TX
09.2020 - 09.2021
- Analytical knowledge and problem-solving to support business strategy.
- Team leader with excellent verbal and written skills to effectively interact with all levels of management, suppliers, and customers.
- Assisted with the development of business plans, strategies, and tactics to achieve organizational goals.
- Communicated findings and insights to senior management to establish best practices and guide agents into action and results.
- Participated in cross-functional teams to provide input on operational issues.
- Identified areas of potential risk associated with proposed initiatives.
- Pinpointed opportunities for business improvement, defined, and measured success points.
- Maximized team knowledge and productivity by training, monitoring, and directing employees in the application of best practices and regulatory protocols.
- Provided support in the implementation of new processes and procedures across departments.
Recoveries/ Insurance Resolutions
Ally Financial Inc.
Lewisville, TX
09.2018 - 10.2020
- Conducted investigations into customer complaints, gathered evidence, and reported findings.
- Assisted with the development of guidelines for resolving conflicts in a timely manner.
- Collaborated with other departments to create policies that promote effective conflict resolution.
- Coordinated mediation sessions between parties involved in disputes to facilitate agreement negotiation.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Proposed or approved modifications and extensions for customer and to project plans.
Customer Solutions Specialist
Ally Financial Inc.
Lewisville, TX
04.2017 - 09.2018
- Resolved customer complaints in a timely manner by listening attentively to customer concerns and offering solutions that met their needs.
- Developed relationships with key stakeholders within the organization who had direct influence over customer-facing initiatives.
- Recommended changes or improvements to existing processes, procedures or policies related to customer service operations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Motivated and empowered the team to deliver total customer satisfaction, focusing on the speed of resolution.
- Actively worked to identify and communicate potential operational, staffing, and system issues and proactively take steps to address them.
- Developed strong cross-functional relationships to elevate the customer experience as a priority throughout the organization.
Escalation Specialist
Citi Group
Irving, TX
04.2015 - 04.2017
- Researched, analyzed, and resolved complex customer inquiries.
- Investigated customer complaints and identified root cause of the issue.
- Developed solutions to improve customer service experience.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted available products and services to customers during service and account management.
- Maintained up-to-date knowledge of product and service changes.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed up with customers about resolved issues to maintain high standards of customer care.
Education
Everett High School
Lansing, MI06-1993
Accounting
University of Michigan - Ann Arbor
Ann Arbor, MISkills
- Operations Management
- Marketing, Sales and Customer Service
- Business Management
- Decision Making
- Project Management and Planning Policy Implementation
- Verbal and written communication
- Training & Leadership Development
- Project Management
- Customer Relationship Management (CRM)
- Problem Solving
- Risk Assessments
- Business Growth & Retention
- Report, Preparation and Presentation
- Relationship Building
Timeline
Manager/Senior Project Manager-Total Loss
Ally Financial Inc.
09.2021 - 09.2024
Associate Analyst
Ally Financial Inc.
09.2020 - 09.2021
Recoveries/ Insurance Resolutions
Ally Financial Inc.
09.2018 - 10.2020
Customer Solutions Specialist
Ally Financial Inc.
04.2017 - 09.2018
Escalation Specialist
Citi Group
04.2015 - 04.2017
Everett High School
Accounting
University of Michigan - Ann Arbor
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