Melissa Sheets

Verify accuracy and document analysis of customer communications.
Ability to gather information and provide specific and detailed feedback.
Confidently and effectively communicates to audiences at all levels, both verbally and in writing.
Strong critical thinking and negotiation skills.
Excellent analytical abilities to grasp key points from detailed phone calls and reports.
Familiarity with tools, concepts, and methodologies of quality assurance. - Strong organizational and problem-solving skills with great attention to detail.
Ability to develop, drive and communicate with peers on tasks and goals. - Performs other related duties as assigned.

• Verify and service titles, distribute documents to correct departments and ultimately the return of the documents to the customer or outside vendor at the time the loan is completed.
• Work closely with internal department to meet their document processing needs.
• Ensure guidelines for securing loans are consistently being met.
• Manage the flow of documents in the right direction from one point to another promptly.
• Review and update account information as it pertains to documents sent and received.
• Maintain on-site and off-site storage documents.
• Mailing and shipping of documents or other materials.
• Work with multiple databases.
• Make contact and maintain relationships with DriveTime dealerships.
• Research state and county guidelines and policies about title inquiries.
• Performs other related duties as assigned.

• Consulted with clients to deliver a comprehensive ADP solution Guide and drive the client towards the best solution for their business needs
• Analyze existing systems, interface requirements, business processes
• Partner with clients to understand their business and related needs Incorporate new processes, tools, and approaches when recommending an ADP solution
• Utilize broad knowledge to recommend solutions to the client when appropriate
• Understand client business issues and challenges and recommend and implement an appropriate solution
• Interact/collaborate with ADP associates in sales and customer service
• Exchange routine information with members of the client project team, including priorities, timeliness, issues as they arise.

• Consistently exceeds daily expectations for performance
• Developed and facilitated training material for outside departments to streamline new processes and aid in efficiency and accuracy
• Strategizes with management to identify potential opportunities within the department and aid in implementing change as appropriate
• Manages the specialized multistate lease buyout program as well as responsible for all aspects of training the supporting dealership agents and document control agents in processing the titles
• Responsible for managing the distribution of internal requests as well as providing weekly follow up and coaching to peers in regards to not meeting the expected service level agreements
• Works directly with management to foster relationships and communication with internal departments, external dealerships and supporting vendors
• Develops and trains each new team member to ensure that they can are successful while meeting their production goals.

• Provided excellent customer service by satisfying customer needs and handling escalations while providing solutions
• Efficiently sorted incoming mail for box holders
• As well as processed outgoing mail and packing items to be shipped
• Experienced in retail sales
• Responsible for opening and closing store daily and balancing the register drawers
• Provide Notary service for legal documents
• Processed check deposits for USAA.