Shamekia Wiggins Resume 2016

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Shamekia L. Wiggins3516 Diane DriveMesquite, TX 75180Phone: 214 263 7732swgodfaith@aol.com

CAREER SUMMARY

A highly motivate individual with over 16 years in the financial industry, works under limited supervision, maintains levels of confidence. Utilize my Customer Service skills, researching and resolving client accounts. Resolves client delinquency to supporting a team of Representatives responsible for collecting on accounts to monitoring and reporting team goals to achieve team and department objectives..

KEY SKILLS

Leadership and People Management Detailed-Oriented Ability to Multi-task Strong oral and written communication skills Decision Making Problem Solving Interpersonal Skills Self-Motivated Works with integrity Team Building/Coaching Ability to obtain/comprehend information quickly

PROFESSIONAL EXPERIENCE

Citigroup, Irving TXA leading global financial services Corporation, servicing some 200 million customers and doing business in more than 100 countries, providing consumers, businesses, governments and institutions with a broad range of financial products and services.

Business Analyst 2 Executive Office of Customer CareSeptember 2015 Current Conduct timely testing of complaints handled by EOCC members to confirm that they are compliant according to state, regulatory and company requirements. Conduct timely testing of Credit Bureau items to confirm if CB unit is processing CB disputes according to all necessary requirements and staying within compliance. Communicate to management and Sr. Management findings and over all testing results to help them address trends, changes or items that present a risk to the company. Coordinate and facilitate all responsibility for Continuity of Business, EOCC and Credit Bureau teams. Communicate effectively and efficiently to all levels within the organization including customers. Generate a monthly report for senior level managers to review on a monthly basis. Handle high profile complaints and ensuring that cases are closed by the deadline. Oversee representatives accountable for approximately 200 or more cases on a monthly basis. Generate and monitor reports for senior level managers and attorneys. Maintain a comprehensive and up-todate list of representatives in service que. Demonstrates excellent time management expertise in coordinating all materials for Onemain Financial CARE Unit, compliance meetings, training new staff, case reviews and team meetings. Review and approved correspondences before being escalated to legal. Followed-up, document, and reviewed Quality of Care cases (QOC's) for CARE Department for efficiency. Perform various other job duties as needed such as, making contact with clients to diffuse issues and/or concerns, ensuring representatives are kept abreast of job assignments, data entry and other job duties assigned.

Operations Assistance Network Personal Loans April 2012 August 2015Assisting a team of 10-25 representatives with collection calls, operational support, coaching, and generating performance reports. Supervise representatives accountable for approximately 150 accounts on a monthly basis, conducting talk offs for account resolution, providing follow up on program offers and recommending qualifying payments to clear the delinquency on past due accounts. Review compliance and quality calls and provide coaching as needed to increase success rates on passing calls in according with guidelines. Generate and distribute productivity reports to the team to provide status on key performance metrics. Act as liaison for operational issues and escalate calls for resolution. Assist the Unit Manager as needed with branch account inquiries, populating and reviewing monthly scorecards, screening time cards for approval, and conducting team huddles and meetings.

Create desk drops for operational changes and roll out to the team to for implementation on the latest procedures and processes. Provide coaching to elevate performers to the next level to achieve daily and monthly goals on a satisfactory level. Develop, implement and monitor monthly contests to incent Representatives to meet individual and team goals.

Collections Representative (Auto, Citi Capital, Personal Loans) August 2003 April 2012 Worked an account list on a monthly basis utilizing an outbound dialer to make contact with customers to negotiate payment arrangements to clear delinquency on accounts to meet key performance indicators on individual and team goals. Maintained a database to track client delinquency and update account history for current account status. Assisted Managers and Team Leads to monitor and distribute productivity reports to the teams to keep Representatives abreast of their performance against team goals.

Customer Service Specialist (Auto) August 2000 August 2003 Handled incoming calls according to department metrics to meet call handling time requirements while providing stellar customer service. Utilized a client database to document and track customer account status information. Received, identified, researched and recommended customer account solutions pertaining to inquiries and complaints for resolution.

EDUCATION Executive Master of Business Administration Texas Womans University, Denton, TX 5/2016 Bachelor of Science: Therapeutic Recreation Grambling State University, Grambling, 5/2000

PROFESSIONAL DEVELOPMENT Leading A Team Training Course, 2015 Managing at Citi, 2015 Becoming a Manager Training Course, 2014 Change Training-Manager Promise Card-Manager Collections, 2012 Global Records Management, 2012 Ultimate Secrets of Citi Service Leadership Training, 2009