TORREY ELCAN
Ferndale,MI
Summary
Highly skilled at training, managing, coaching, and mentoring sales and customer service representatives, as well as interacting with employees at all levels of the organization and the general public. Professional in customer-focused management with experience identifying issues and implementing solutions. Customer service Customer relations Public speaking Team liaison Data Management Data analysis Supervision Interpersonal and written communication Strong verbal communication Scheduling understanding Communications Team building Project organization Team Leadership Team management Extremely organized Data entry Problem resolution Account servicing Relationship development Order processing Strategic planning MS Office disciplined professional experienced in document management and time management. Offers skills in record keeping, knowledge of information security practices and background in office standards. Looking to put knowledge and abilities to good use in a clerical position focused on information and document oversight.
Overview
11
11
years of professional experience
Work History
Client Service Representative
Great Lakes Psychology Group
Troy, MI
09.2022 - 07.2023
- Taking inbound and making outbound calls to clients looking to schedule an appointment with a clinician in our group of clinicians in four state in the midwest Michigan, Illinois, Minnesota, and Wisconsin.
- Clients are verified using all HIPAA practices and regulations for privacy
- Various software was used in the process Salesforce and Talkdesk were the main tools used in the process of scheduling clients with clinicians in our group
Representative
BDC, Summit Automotive Management
Auburn Hills, MI
07.2020 - 03.2022
- Taking credit applications over the phone and internet for our 3 dealerships, Summit
- Place KIA Clinton Township and Auburn Hills and Lalonde CDJR
- Once the application is completed, we call and verify the customers information then we proceed to set the appointment for potential customers to come to the showroom and meet with the sales representatives
- Identified and solved problems with minimal guidance to minimize disruptions to business
- Developed strong business relationships to provide service and value beyond customer expectations
Automotive BDC Representative
Detroit Trading Company
Detroit, MI
02.2020 - 04.2020
- Working with auto dealers speaking to consumers who are car shopping
- Responsible for all interactions with consumers that contact us through the internet
- We handle all leads generated by dealership websites, 3rd party websites and other company initiatives, we answer all questions consumers have and build value and set appointments.
Banking Support Team Lead
Flagstar Bank
Troy, Michigan
10.2018 - 03.2019
- Responded to all agent support inquiries through the supervisor hotline, including escalating customer complaints and document voice of the customer feedback
- Ensure that customer questions and problems are resolved properly and quickly
- Address challenging customers and problems that require escalation outside of the department
- Strive to provide all customers with an outstanding customer experience
- Complete tickets escalated to management including customer call backs
- Share job knowledge and best practices with agents for their continued development
- Provided real time and or side by side coaching, live monitor calls, review recorded call for continuous improvement of agent performance
- Increase employee efficiency by monitoring real time adherence, and metrics in a multi-skilled center environment through dashboards and workforce management
- Proved successful working within tight deadlines and fast-paced atmosphere
- Improved operations through consistent hard work and dedication
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
Collection Specialist
Equity Experts
Pontiac, Michigan
01.2018 - 07.2018
- Working with HOA in various states to collect on delinquent association dues, that are turned over to Equity Experts after multiple attempts by HOA to contact the homeowner.
Automotive BDC Representative
Detroit Trading Company
Detroit, MI
07.2017 - 11.2017
- Working with auto dealers speaking to customers who are car shopping
- Responsible for all interactions with consumers that contact us through the internet
- We handle all leads generated by dealership websites, 3rd party websites and other company initiatives, we answer all questions consumers have and build value and set appointments.
BDC Representative
Auto Credit Express
Auburn Hills, MI
07.2014 - 06.2017
- Process inbound and outbound consumer calls for auto loans, via our company sponsored website and other company sponsored websites that we are partnered with
- Verify the applicant’s information and scheduled consumer appointments with network dealers.
Member Service Representative
PSCU
Auburn Hills, MI
06.2013 - 05.2014
- Processed card holder information request to status lost or stolen cards, change addresses on credit card accounts, order replacement cards, provided statements and activating accounts
- Respond to card holder inquires utilizing multiple systems to provide general information on card holders accounts while controlling and managing the calls.
Property Preservation Manager
Keller Williams Realty
Greenacres, FL
07.2012 - 01.2013
- Managed all Fannie Mae, Chase, and BOA foreclosed properties in Palm Beach County
- Provided around the clock maintenance including eviction services and changing locks on newly foreclosed properties
- Completed Broker Price Options on newly foreclosed units as well.
Education
Bachelor of Science - Management Information Systems
12.2024
Skills
- Operational Processes
- Upbeat and Positive Personality
- Registration Paperwork
- Understanding Customer Needs
- Customer Account Management
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Computer Skills
- Phone Skills
- Ability To Manage
- Business Development
- Outbound Calling
- Client Relations
- Customer Support
- Salesforce CRM
- MS Office
Timeline
Client Service Representative - Great Lakes Psychology Group
09.2022 - 07.2023
Representative - BDC, Summit Automotive Management
07.2020 - 03.2022
Automotive BDC Representative - Detroit Trading Company
02.2020 - 04.2020
Banking Support Team Lead - Flagstar Bank
10.2018 - 03.2019
Collection Specialist - Equity Experts
01.2018 - 07.2018
Automotive BDC Representative - Detroit Trading Company
07.2017 - 11.2017
BDC Representative - Auto Credit Express
07.2014 - 06.2017
Member Service Representative - PSCU
06.2013 - 05.2014
Property Preservation Manager - Keller Williams Realty
07.2012 - 01.2013
Wayne State University - Bachelor of Science, Management Information Systems
Similar Profiles
Jesseca LendzionJesseca Lendzion
Insurance Operations Manager at Great Lakes Psychology GroupInsurance Operations Manager at Great Lakes Psychology Group
Shannon WhiteShannon White
Mental Health Therapist at Great Lakes PsychologyMental Health Therapist at Great Lakes Psychology
Madison HamiltonMadison Hamilton
Registered Dental Hygienist at Great Lakes Family Dental GroupRegistered Dental Hygienist at Great Lakes Family Dental Group