WINIFRED OWENS
Westminster,MD
Summary
Experienced office management and administration professional that optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
22
22
years of professional experience
Work History
Office Manager/Accounts Clerk
Superior Shine Pressure Washing & Auto Detailing
03.2020 - Current
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Coordinate office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Manage payroll processing, ensuring employees were accurately compensated in a timely manner each pay period.
- Review and process client electronic payments and check deposits.
- Provide comprehensive accounting support to company by managing functions like payroll, accounts payable, accounts receivable and business expense processing.
- Create invoices and service quotes.
- Advertise and follow up with new business leads.
Dealer Funder/Contract & Credit Analyst
Toyota Financial Services
10.2019 - 10.2022
- Reviewed all documents submitted from dealer to ensure compliance
- Submitted approval to generate accounts
- Returned documents and contacted dealers for corrections
- Reviewed contract packets to confirm accuracy and submitted for funding of loans
- Assisted with contacting dealers to review common errors on contract documents to ensure quicker funding
- Mentored new hires
- Assisted with special projects on assigning specific dealers/regions to certain representatives to help process contracts more effectively
- Provided extraordinary service through phone interactions with dealers and building strong relationships with the General Managers and sales representatives.
- Assessed credit risk and analyzed financial statements.
- Analyzed credit scores to determine borrowers' creditworthiness.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Analyzed customer data such as financial statements to determine level of risk involved for extending credit.
Total Loss Advisor
Toyota Financial Services
06.2017 - 10.2019
- Completed intake information from customers and insurance companies for notification of a total loss.
- Follow up with dealer to obtain any missing documents in the customer's folder to help process total loss claim.
- Reviewed insurance documents received for accuracy to ensure the gap claim can be processed efficiently
- Cancelled insurance products that were purchased through dealer.
- Initiated releasing title to insurance companies once the settlement check is received.
- Provided extraordinary service through phone interactions with customers, focusing on resolving first call resolution, professionalism, and creating customer loyalty.
- Strategized with management to enhance company policies and procedures related to total loss claims, improving overall efficiency and customer satisfaction.
Workforce Management
Toyota Financial Services
04.2015 - 06.2017
- Managed staffing, scheduling, performance monitoring, workforce allocation, reporting, and compliance tracking
- Monitored, reported and adjusted the employee's scheduled activities to ensure operations delivered on their KPI's
- Planned for absenteeism, meeting and training requirements, offline time and coaching sessions
- Tracked laborer time using daily, weekly, and monthly measurements and use workforce optimization software to improve efficiency and forecast staffing needs taking contact volume and headcount requirements into account.
- Contributed to overall business growth through effective workforce management strategies designed to enhance employee engagement and job satisfaction.
Resolution Specialist
Toyota Financial Services
01.2012 - 04.2015
- Created new initiatives that assist agents with call handling and building on the company brand.
- Resolved escalated matters.
- Conducted monthly call calibrations, side by sides, and one on one coaching.
- Worked cohesively through 14 queues to ensure updated processes and assignment completion.
- Reviewed and processed cash management task for back office.
- Submitted requests to stop or start repossession efforts based on past due time frame.
- Provided monthly presentations to upper management.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
Customer Service Representative/Collections Representative
Toyota Financial Services
02.2007 - 12.2011
- Handled all aspects of customer account maintenance including extensions, deferrals, due date changes, loan and lease maintenance, and sales/property tax issues
- Provided extraordinary service through phone interactions with customers, focusing on resolving first call resolution, professionalism, and creating customer loyalty
- Worked with several departments to resolve customer account issues including lock box investigation of misapplied payments, title issues, insurance, collections, end of lease processing
- Mentored several new hires joining the Inbound Customer Service Team
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
Medical Secretary/Billing
Dr. Klebanow & Associates.
02.2002 - 03.2006
- Managed front desk operations efficiently while greeting patients warmly and addressing their concerns professionally.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained a clean and organized office environment to promote a positive atmosphere for both staff and patients.
- Registered new patients in electronic medical records prior to appointment scheduling.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Supported office staff and operational requirements with administrative tasks.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Posted and adjusted payments from insurance companies.
- Located errors and promptly refiled rejected claims.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
Education
Agent Exchange
Skills
- Administrative Support
- Analytical
- Budget Management
- Business Forecasting
- Cash Flow Management
- Customer Service
- Dependability
- Invoice Processing
- Office Management
- Organizational Skills
- Payment Processing
- Written and Oral communication
Accomplishments
- Continuously maintained a 4.5 out of 5 on the front-end MAP throughout tenure.
- Created a strategy that was presented to the total loss department which provided a new strategy on how to more effectively work accounts to help reduce inventory.
- Mentored fellow associates to improve in needed areas (API, Adherence, ABS).
- Performance ranked top 10 API ranking out of 200 throughout tenure.
- Implemented new, interactive employee scheduling system to monitor, gauge and project staffing needs.
- Promoted to Resolutions Specialist.
Timeline
Office Manager/Accounts Clerk
Superior Shine Pressure Washing & Auto Detailing
03.2020 - Current
Dealer Funder/Contract & Credit Analyst
Toyota Financial Services
10.2019 - 10.2022
Total Loss Advisor
Toyota Financial Services
06.2017 - 10.2019
Workforce Management
Toyota Financial Services
04.2015 - 06.2017
Resolution Specialist
Toyota Financial Services
01.2012 - 04.2015
Customer Service Representative/Collections Representative
Toyota Financial Services
02.2007 - 12.2011
Medical Secretary/Billing
Dr. Klebanow & Associates.
02.2002 - 03.2006
Agent Exchange
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