Stacey Southern Email & Phone Number

Wilmington, Delaware

Wilmington, Delaware

Wilmington, DE

• Process owner and subject matter expert for Credit Bureau Reporting and Metro 2 layout, bankruptcy, and SCRA processes as it pertains to unsecured loans
• Responsible for monthly reporting to ensure adherence to appropriate control metrics and standards
• Create and maintain line of business related procedures, job aides, and continuity plan.
• Initiate and manage projects and process improvement efforts by leveraging management and IT resources
• Facilitate unsecured team members’ performance quality, personal development, and training
• Analyze Credit Bureau Reporting industry standards and bankruptcy law changes

Wilmington, DE

• Inbound call handling of existing Home/Auto insurance clients
• Cross sold to current customers
• Participated in special projects to improve process flows
• Handled incoming mail correspondence from lien holders and clients
• Underwriting responsibilities including reporting possible fraud situations
• Created binders and proof of insurance for law officials and state officesAccomplishments: Top Cross Selling totals for each quarter of employment. Achieved 100% quality scores each month.

Greensboro, NC

• Provided coaching and development to a team of 35-40 customer service representatives
• Monitored quality of inbound calls in a busy call center
• Tracked representatives adherence and attendance
• Provided timely response to escalated customer callsAccomplishments: Consistently maintained highest ranked calibration score of leadership. Received coaching awards for my team’s performance.