LaQuita Richardson
Harvest,AL
Summary
Dynamic leader with a proven track record at SunLoan Company, enhancing operational efficiency and customer satisfaction. Expert in customer service and workload management, adept at multitasking and leveraging Microsoft Office Suite to drive results. Skilled in team building and negotiation, consistently achieving goals through innovative strategies and effective communication.
Overview
26
26
years of professional experience
Work History
Assistant Manager
Regional Finance
08.2020 - Current
- Assisted manager in the development of operational strategies to ensure efficient and productive daily office operations.
- Process loan applications and close loans.
- Managed daily customer service inquiries, collection/delinquency calls, and complaints in a timely manner and according to branch standards.
- Receive, track, and post all payments and fees to customers’ accounts in compliance with company policy.
- Build customer relationship through excellent customer service by communicating regularly to gain insights into their needs.
- Collaborated with management on developing strategic plans for achieving business goals.
- Responsible for transporting of money and deposits to and from the bank daily
- Completed thorough opening and closing functions to maintain operational standards each day.
- Maintained reports on sales trends, delinquencies, and financial data.
- Implemented new procedures or systems to improve efficiency within the organization.
- Operate in compliance with laws and regulations and adhere to lending compliance guidelines.
- Make sure State and Federal Regulation policies, Fair Debt Collection Act, Fair Credit Reporting Act, Equal Credit Opportunity Act and Customer Privacy Act are being followed.
Manager
SunLoan Company
12.2010 - 06.2020
- Managed daily office operations and procedures.
- Coached, mentored, and trained employees and team members in order to improve their job performance in areas of loan processing, collection and delinquency calls, and customer service.
- Created monthly reports for senior management summarizing operational performance metrics that help drive profitability.
- Approved, rejected, or coordinated all loan applications.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Planned and developed branch growth through collaborating and networking with the local community and other businesses.
- Resolved customer's concerns by negotiating with management to formulate and execute strategies regarding potential loan challenges.
- Compiled, completed, and filed all necessary documents of loan closure.
- Conducted regular meetings with staff to discuss progress goals, and identify areas of improvement.
- Evaluated customer's credit worthiness by reviewing contacts and processing loan applications and documentation within specified limits.
- Justified/briefed credit approval/disapproval decisions to management.
- Negotiated loan contracts and counseled clients on policies and restrictions.
- Maintained career relevance by actively staying abreast on the types of loans and other financial services offered within the lending community.
- Enforced customer service standards and resolved customer inquiries and complaints to uphold quality service.
- Delegated work to staff, setting priorities and goals.
- Assessed customer needs, explore all options and introduce different types of loans
- Developed referral networks, suggest alternate channels and cross-sell products and services to accomplish quotas.
- Go the "extra mile" to resolve customer complaints and issues promptly, build trust relationships, customer loyalty to help maintain a positive brand image during the underwriting process.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Ensured adherence to policies and procedures by operating in compliance with laws and regulations and adhere to lending compliance guidelines.
- Ensured State and Federal Regulation policies, Fair Debt Collection Act, Fair Credit Reporting Act, Equal Credit Opportunity Act and Customer Privacy Act were followed.
Customer Service Representative
Directv
01.2006 - 04.2010
- Answered customer inquiries, incoming calls and emails providing frontline customer support or assistance with accurate information regarding products and service transactions.
- Addressed and resolved customer product complaints empathetically and professionally by gaining customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution and satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly when a supervisor was not available.
- Investigated and resolved customer issues in an accurate and efficient manner to ensure customer issues were resolved promptly.
- Demonstrated functional skill to troubleshoot and resolve technical problems and other general account inquiries over the phone in a single customer interaction to maximize the customer experience, with demonstrated ability to articulate relevant information and directions in an organized and concise manner
- Followed established troubleshooting procedures, including use of appropriate resources and desktop tools
- Produced work order according to established business rules
- Demonstrated ability to establish and maintain effective relationships with customers
- Performed administrative tasks as necessary such as filing paperwork, updating databases and generating reports.
- Corrected discrepancies on customers’ accounts, and researched service disruptions as necessary.
- Followed established escalation procedures to expedite prompt resolution as warranted.
- Demonstrated functional skill in communicating and explaining basic account information to the customer with focus on first-call resolution.
- Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and applied information and knowledge to customer situations.
- Demonstrated awareness of company policies and procedures while applying sound judgment within scope of their empowerment and follows guidelines for Customer Proprietary Network Information (CPNI) and Personal Identifiable Information (PII).
- Educated and promoted self-service options.
- Updated databases with new and modified customer data.
- Possessed fundamental understanding of competitive environment and begins to position DIRECTV products positively to our customers.
- Demonstrated ability to achieve established goals and performance metrics.
- Resolved complex problems in a fast-paced, high-transactions environment by remaining calm and professional in stressful circumstances and effectively diffusing tense situations by working with other departments to provide solutions that meet customer needs.
Restaurant Manager
Hardees
09.1998 - 01.2006
- Executed a daily review of all areas of the restaurant – ensuring the facility is radiant, the associates are motivated, the stations are appropriately set up / re-stocked for meal periods, and constantly moving through the restaurant coaching and directing associates to ensure quality adherence and speed standards are achieved.
- Ensured food is properly stored and prepared in compliance with food safety regulations and recipe adherence.
- Maintained strict compliance with health, safety and security standards and procedures.
- Enforced company safety, anti-harassment, and anti-discrimination policies.
- Effectively interacted with guests to ensure the highest quality food and service exceed their customer's expectations.
- Immediately addressed guest concerns and complaints
- Created a positive team environment with knowledgeable associates working together through shift huddles and ongoing coaching.
- Overall accountability for the operation of a single restaurant (10-45 employees) ensuring delivery on the Customer Promise, and ensuring desired restaurant outcomes (increased sales, profitability, and employee retention).
- Mobilized restaurant management team to oversee the financial controls, operations, people development, customer service and compliance within the restaurant across all shifts.
- Ensured company standards on equipment, facility and grounds are maintained by using a preventative maintenance program.
- Motivated and directed team members to exceed customer expectations with fast, accurate, friendly service in clean surroundings.
- Provided coaching and feedback to team and managers on team stations, products, processes and policies.
- Assumed full accountability for the restaurant profit and loss management by implementing marketing strategies, following cash control & security procedures, maintaining inventory, managing labor, and reviewing financial reporting to enhance restaurant results.
- Lead restaurant management team in recruiting, selecting, hiring, training and retaining effective team talent.
- Counseled and disciplined team members as necessary.
- Responsible for hiring and on-boarding process that included but not limited to interviewing and training of staff.
- Motivated staff through acknowledgment of hard work, achievements and instilling accountability while leading by example.
- Responsible for budget preparation, revenue management, monthly P&L reports, and daily bank deposits.
- Ensured all employees are trained, motivated and empowered to meet the guest’s expectations.
Education
B.S - Business Acquisitions and Contracts
Athens State University
12.2024
A.S - Computer Information Systems
J.F. Drake State Technical College
05.2006
Skills
- Customer service
- Workload management
- Attention to details
- Multitasking and organizations
- Basic Principles of Accounting
- Task delegation
- Time management
- Customer service satisfaction
- Goal setting
- Team building and collaboration
- Proficient in Microsoft Office Suite (MS Word, Power Point, Excel, Outlook)
- Sales competencies and strategies
- Verbal and written communication and active listener
- Interpersonal and conflict resolution
- Problem-solving
- Extremely adaptable and flexible
- Savvy negotiation skills
- Contract management
- Employee supervision
- Adaptability and flexibility
- Decision-making
References
Available Upon Request
Timeline
Assistant Manager
Regional Finance
08.2020 - Current
Manager
SunLoan Company
12.2010 - 06.2020
Customer Service Representative
Directv
01.2006 - 04.2010
Restaurant Manager
Hardees
09.1998 - 01.2006
B.S - Business Acquisitions and Contracts
Athens State University
A.S - Computer Information Systems
J.F. Drake State Technical College
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