Ronald Antoine Email & Phone Number

Davenport, Fl, Us

Kissimmee, Florida, United States

Mesa, Arizona

The responsibilities include but are not limited to monitoring and directing all Loan Servicing activities specializing in Collections, Customer Service and Back-Office. Priorities include coaching, developing, training and motivation of large scale call center associates with the objective of preventing and minimizing losses. • Insurance – Responsible for the complete analysis review and monitoring of all total loss, repair or gap claims on a daily basis. Establish and maintain strong partnership with internal division partners in creating system and agent productivity reports through service level and customer service orientated metrics. Install measurements to monitor file lien holder claims or repossession measures ensuring all possible recovery efforts are evaluated to maximize efficiencies. • Impounds – Primarily responsible for monitoring, evaluating and assessing value, and overseeing the liquidation of all impounded units.• Operational Expense – Primarily responsible for managing the centralized Loss Recovery activity while ensuring company policies and procedures as well as State and Federal laws are followed. Assist with the receipt, review, validation, approval or rejection of vendors’ invoices. Ensuring that billing inquiries received are resolved accurately and timely.Projects• Led and coordinated the sites portfolio adjustment process, taking into account the movement of associates for multiple departments and the lists involved with them. • Led multiple projects regarding site densification for seating, data analysis and capacity planning/management for the Mesa site. • Regional Membership and Communications Lead for Santander Consumer USA’s Black Employee Network where I develop effective communication strategies for the TX, AZ and CO region. I oversee membership and the tactics necessary to facilitate growth.

North Richland Hills, Tx

As the Business Operations Manager I review, monitor and direct all call/account and/or collection activities. Priorities include coaching, developing, attendance tracking, training and motivation of a team of account managers with the objective of preventing and minimizing losses.

Westlake, Texas

As a team leader I implement the companies standards by training and developing agents. I ensure that as a team we are efficient, exceeding the department goals as well as promoting growth for our agents within and by the TD standard.

Westlake, Tx

• My role within the organization was to hire and train seasonal employees and to oversee transferring merchandise to our locations.• Managed a team of 15. • Contacted and coordinated with vendors.• Quality assurance.• Oversaw hiring, terminating, advancement, promotion, or any other changes of status of staff.• Developed department's first incentive performance plan which motivated staff and resulted in an increase in production.• Trained, coached and mentored staff to ensure smooth adoption of new program.• Implemented innovative programs to increase employee loyalty and reduce turnover.• Developed and rolled out new policies.• Hired and trained 40 of staff.• Partnered successfully with Human Resources, Security and the Sales team to produce trust-worthy, efficient and increased productivity for the general retail team.

• Certified to assist and repair Windows Operating Systems, Windows Mobile, Blackberry, Palm (New and Old OS), Android, Samsung, Motorola, and LG systems.• I am trained and certified to use and troubleshoot Microsoft Office, Word, Excel and Outlook.• Resolved customer complaints and concerns with strong verbal and negotiation skills.• Evaluated and responded to incoming sales leads and requests for technical support assistance.• Displayed courtesy and strong interpersonal skills with all customer interactions.• Built and maintained successful relationships with service providers, dealers and consumers.• Resolved customer issues in a clear, courteous and straightforward manner.• Maintained composure and patience in face of difficult customer situations.• Demonstrated professionalism and courtesy with customers at all times.• Identified and solved technical issues with a variety of diagnostic tools.• Support customers with online billing and account issues.• Resolved problems with malfunctioning products.• Followed up with clients to ensure optimal customer satisfaction.• Researched issues on various computer systems and databases to resolve complaints and answer inquiries.• Referred difficult issues to upper management while maintaining positive rapport with customer.• Informed customers about issue resolution progress.• Supported customers having data connectivity issues.• Activated accounts for clients interested in new services.• Remained up-to-date on the latest technologies and solutions applicable to company products.• Provided support and problem resolution with routing and networking issues for customers.