Diana Stevens, M.A. Email & Phone Number

Cypress, California, United States

Managing a Team by ensuring direct reports are meeting phone objectives.Reviewing reports for trends for opportunities and strengths.Building Relationships/Mentoring: One on One Meeting/Call Coaching to ensure reps are following the 6-1-1 call pattern and offering suggestions and best practices to increase service levels. Providing feedback to supervisors with both opportunities and strengths for the direct reports.Special Tasks/Projects. Responding to Supervisor Call Backs, Corporate Complaints, Lemon Law Buybacks, Substitutions of Collateral, Clarity Green Car Total Losses, and Clarity Green Car Early Lease Returns concerns within a timely manner. Responding to incoming correspondence including Debt Validation Requests, Goodwill Credit Requests, and Credit Disputes. Thorough investigation of ID Theft Claims to determine validity, respond to consumer with final decision, and delete/update credit reporting when necessary. Processing refunds request over $5k, daily monitoring of call queues, assist with new hire training, bi-weekly monitoring of work bins to avoid audit violations, and daily monitoring of team chats to provide support and guidance to align with superior customer service.

Azusa Main Campus

Responsible for administering the Title IV HEA programs in accordance with APU's policies and procedures. Determines federal, state, and institutional aid a student is eligible to receive by performing financial award process, needs analysis, financial aid verification, professional judgments, and all other tasks related to financial aid awarding and compliance.

Azusa Main Campus

To assist students in determining the affordability of obtaining their education through financial aid, loans, and payment options. Counsels students/parents with complex financial aid and loan situations, professional judgments, FAFSA problems and verification issues. Mediates follow-up between student and financial aid/loan officers to finalize loan applications and verifications.

Torrance

Property Tax-Manage client accounts to ensure timely filing, distribution, and maintenance of property tax abatements. Monitors and maintains various reports and databases that support tax abatement processes and functions and suggest enhancements. Supervise, support, and train business partners and mentor new hires.

Torrance, California, United States

Toyota Rent A Car-Managed the rental/loaner car hotline daily to ensure superior customer service levels to Toyota/Lexus Dealers, Region Personnel, and TMS associates in support of the program. Daily analysis and reconciliation of reports to resolve concerns by implementing root cause analysis to address and prevent reoccurring errors for process improvements. Supervised, supported, and trained business partners.

Torrance, Ca

Responded, analyzed, and negotiated with customer regarding concerns/inquiries in regards to Toyota ownership, dealer experience, or product quality in order to ensure high levels of customer satisfaction and loyalty. Included daily interaction with Dealer and Region Personnel and other internal departments to determine quick resolution using root cause analysis processes to capture and record existing trends or patterns.

Arcadia, Ca

Insurance Total Loss- Ensured all documentation in order to clear title for sale via auction. Interface with Insurance carriers and supplemental insurance coverage companies to receive to ensure all funds have been received to close out acct.Lease Termination- Proactively interface with client and dealers to smoothly close out lease accounts within allotted termination date, which includes payoff processing, title transfers, and credit bureau updates. Lease Repossession- Ensure compliance of all right letters, weekly reconciliation of area reports, interface with dealer personnel for supplemental funds clearance, interface with auction personnel to prepare and ensure sale of vehicle, and credit bureau updates.

Burbank, Ca

Mortgage Lending- Daily interface with insurance carriers to proactively ensure full coverage status, interface with client to prevent lapse of coverage, ensure all clients carry adequate coverage adhering to company policy, and determine and initiate forced placed in-house insurance binders for lapsed coverage.

Glendale, Ca

Residential Mortgage Lending-Direct interface with consumer to ensure necessary documents for loan approval, analysis of bank statements, tax returns, income statements (such as profit & loss, balance sheet, etc) to ensure income stability and ability to repay, analysis of title report to ensure property is free and clear of liens, analysis of appraisal report to ensure property value and areas of question, verification of mortgage/rents, deposits (funds), and employment to ensure ability to repay, ensure client meets all ratios that adhere to company guidelines (such as Loan to Value and Debt to Income), and serve as junior underwriter to suggest approval or denial of loan.

Master’S Degree, Organizational Leadership, 4.0 Gpa

Bachelor’S Degree, Organizational Leadership, 3.4 Gpa; Cum Laude