Claudia L.

Experience

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  Ford Credit

  Jun 1996 - Aug 2005

  Ford Motor Credit Company - the financial services arm of Ford Motor Company, roles consisted of financial analysts assisting with credit approvals, leasing services assisting with the final steps of the lease return process and a customer service / collections team to help with realizing financial obligations.Manage and oversee customer service and collections operations including KPI, scheduling, training, performance management and reduce loss ratios. • Managed a team of 5 lead supervisors and staff of 50 quality customer service & collections agents. Reviewed and analyzed reporting, monitored call quality, collection ratios and using key performance metrics to drive improvement, regularly met quarterly goals.• Developed and implemented a high-quality work environment as measured through employee satisfaction ratings, one-on-one meetings, and division-wide meetings.• Enhanced productivity by training and developing team leads to create efficient call scripts that helped staff to maintain control over direction of customer conversations resulting in reduced handle time and a more efficient operation. Show less Supervised team of customer service and collections representatives. Followed guidelines for collection calls, worked with repossession tow companies, third party collections and dealerships when necessary. Maintained professional and service oriented when handling escalated calls. Provided alternative payment options to customers to assist them in maintaining their financial commitments. Worked with dealerships on lease-return policies. As a credit analyst, reviewed credit worthiness and verified applications for financing credit. Show less

  • Center Operations Manager

    Sept 2001 - Aug 2005

  • Learning & Development Instructor Employee Development

    Sept 2000 - Sept 2001

  • Collections Team Lead / Dealer Service Credit Analyst

    Jun 1996 - Sept 2000
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  Self-Employed

  Aug 2005 - Jun 2011

  CEO

  My temporary leave of absence from the workforce was a season in which the child-rearing experience enhanced my talents in leadership, teamwork, determination and prioritization as I managed multiple schedules, trained others, enforced rules and provided around-the-clock care. I have been settled and back in the workforce for quite some time since. This is a season I would not change for the world.

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  Frias Transportation Management

  Jun 2011 - Jun 2012

  Call Center Manager

  Providing professional and customer focused call center reservations for taxi, limousine and shuttle service. Manage and oversee all call center operations and activities including reservation management, scheduling and planning for all staff shifts. Establish call center operation protocols and procedures. Provide guidance to staff.• Created clear policies governing all aspects of employee work and interaction with customers resulting in increased customer service and loyalty. • Introduced QA based call recordings and performance targets for CSRs; regularly analyzed reporting providing coaching and feedback, resulting in performance improvements.• Directed training and retraining of employees to boost performance which resulted in repeat business.• Recruited, developed and promoted six employees to work high-end clients, and hired a team lead. Show less

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  City of Las Vegas

  Jun 2012 - Feb 2021

  The City of Las Vegas Parking Services - a division of Economic & Urban Development provides world-class parking services through innovation, convenience and compliance. Enforcement of city municipal codes and NRS ensures a safe community for residents and visitors. Innovative ways to locate parking, new touch-free methods to pay for parking and convenient methods to resolve citations online with fast and superior customer service.Manage the administration of on-street and off-street parking functions and activities, including rates, collections, short and long range planning, and address concerns regarding parking and traffic impact. Manage and coordinate the implementation of purchased software from vendors to ensure cost efficiencies. Assist in the development of policies, goals and objectives to maintain continuous process improvement.. • Defined and documented office processes creating SOP and policies to streamline processes resulting in reduction of duplication, efficient operations, and increased productivity.• Designed call scripts and managed CSRs quality standards by ensuring KPI are met resulting in 35% reduced hold times, introduced IVR to phone queues increasing online payments and reduced aged balance receivables.• Developed, mentored, and promoted a CSR to Office Supervisor and created a robust succession plan for office CSRs resulting in 3 promotions, 1 lateral move and a more engaged, cross-trained, and enthusiastic staff.• Oversaw successful planning and execution of division meetings for groups of up to 50 attendees, utilized PowerPoint slides and communicated with engaging topics which increased morale and employee contributions. Show less Plan, prioritize, assign, supervise and review the work of staff responsible for financial and administrative records in the areas of collections, ticket administration, change machine, meter, permit and fine revenue reconciliation. Oversee and maintain records retention, and all customer service operations. Handle escalated calls as needed. • Participated in interviewing, onboarding, training, and supervising staff of 10 CSR and implemented a mentoring program that resulted in positive employee engagement. Evaluated performance to include appraisals, one-on-one coaching; recommended advancement or addressed productivity concerns with improvement plans. • Enhanced permit program and special event permits by transferring processes to an online portal reducing the need for physical stickers, saving the division over $10,000 over 5 years and improving customer loyalty. • Updated SOP to collections process that includes weekly follow-up, scripted collection emails/letters, suspension of permits and collection placement timeline resulting in improved aged balances. Show less

  • Administrative Operations Manager, Economic & Urban Development, Parking Services Division

    Jul 2017 - Feb 2021

  • Office Supervisor, Economic & Urban Development, Parking Services Division

    Jun 2012 - Jul 2017
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  Primerica

  May 2018 - May 2019

  Independent Representative

  Offering financial needs analysis and reviewing options to help people obtain financial freedom through affordable short and long term investments with high yielding returns. Educated on importance of term life insurance for family protection.

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  City of Riverside

  Feb 2021 - Nov 2021

  Public Utilities Customer Service Manager
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  Parker Technology

  Dec 2021 - now

  Ensuring a smooth Implementation process and future success for our clients. Providing customers in all industries the best parking experience. www.helpmeparker.com

  • Client Experience Manager

    Sept 2022 - now

  • Implementation Project Manager

    Dec 2021 - Sept 2022