Tony A. Haten
Allen
Summary
Detail-oriented and data-driven professional with experience in supervisory leadership, account management, and analytical decision-making. Skilled in identifying trends, improving workflows, and delivering accurate, timely results in fast-paced environments. Known for professionalism, accountability, and the ability to excel with little direction. Currently seeking a role that values strong analytical capabilities, initiative, and consistent performance
Overview
9
9
years of professional experience
Work History
Customer Solutions Supervisor
Ally Financial
03.2022 - Current
- Supervise and empower a team of 10-15 Specialists ensuring alignment with Ally’s risk Management and service excellence goals.
- Handle escalated cases requiring in-depth analysis of customer profiles, financial situations, and repayment capabilities.
- Consistently meet or exceed targets in service level, quality, customer satisfaction, and process efficiency, contributing to an environment that supports sound financial decisions.
- Maintain thorough knowledge of policies and procedure to provide accurate, up-to-date information to team and management.
- Generate and analyze reports on team performance, identifying trends and potential risk factors; communicate insights and operational updates to management.
- Identify and implement process improvements to enhance operational efficiency and support risk management objectives.
- Provide performance feedback to team members, with a focus on strengthening their ability to assess customer profiles and make data-driven decisions.
Customer Solutions Peer Mentor
Ally Financial
02.2021 - 03.2022
- Trained and mentored new hires, particularly on advanced concepts in customer financial assessment and adherence to company guidelines for customer support and risk mitigation.
- Created daily performance and productivity reports using Excel to support management in making informed decisions on improvement.
- Coached collection representatives on best practices for assessing financial risk and managing customer accounts effectively.
- Organized monthly Best Practice Sessions to develop skills in financial evaluation and effective communication, particularly for those requiring additional support.
- Supported collectors in resolving delinquent accounts, applying problem-solving and negotiation skills.
Customer Solutions Collector I
Ally Financial
07.2019 - 02.2021
- Utilized strong communication skills to negotiate repayment plans and assess customers’ financial situations, ensuring realistic and mutually beneficial agreements.
- Conducted skip tracing to locate delinquent customers, gathering and verifying information essential for accurate financial risk assessment.
- Worked closely with Outside Repo Agencies to manage high-risk accounts and coordinate necessary actions.
- Served as a team mentor, training new hires in risk awareness, communication strategies, and financial analysis techniques.
Collection Specialist
ADT Security Services
02.2019 - 07.2019
- Communicating with customers to resolve delinquent account accounts and collect payments.
- Negotiate debt settlement.
- Assist customers with setting up payment plans.
- General account maintenance.
Revenue Collection Officer
State of Tennessee Department of Revenue
01.2017 - 10.2018
- Analyze customer issues, determine causes, and initiate corrective actions.
- Research and investigates public and bank records.
- Issue Garnishments & Wage Levies.
- Monitor all customer inquiries and complaints and assist in effective resolution.
- Ensure optimal level of transactions for customers and ensure absence of all issues.
- Provides oral communication to individuals or groups effectively, considering the audience and nature of information.
Education
BS - Criminal Justice, Minor in Psychology
Tennessee State University
Nashville, TN12.2014
Skills
- 8 years of customer service experience
- Risk Assessment, Data Analysis & Reporting, Problem-Solving & Decision-Making, Customer Communication & Negotiation, Policy & Compliance Knowledge, Process Improvement & Efficiency, Team Leadership & Mentorship, and Collaboration & Relationship Building
Timeline
Customer Solutions Supervisor
Ally Financial
03.2022 - Current
Customer Solutions Peer Mentor
Ally Financial
02.2021 - 03.2022
Customer Solutions Collector I
Ally Financial
07.2019 - 02.2021
Collection Specialist
ADT Security Services
02.2019 - 07.2019
Revenue Collection Officer
State of Tennessee Department of Revenue
01.2017 - 10.2018
BS - Criminal Justice, Minor in Psychology
Tennessee State University