Tanya Gresham
Tempe
Summary
Results-driven professional equipped with background in supporting operational workflows and enhancing team productivity. Proven track record in streamlining processes and fostering productive collaboration. Committed to delivering high-quality results and adapting to dynamic environments with strong communication and problem-solving abilities.
Overview
13
13
years of professional experience
Work History
LOAN WORKOUT ASSOCIATE
Wells Fargo
06.2024 - Current
- Provide support to internal and external customers in moderately complex initiatives relating to collection portfolio data to reduce delinquency and restructuring of loans within the Loan Workout functional area
- Convey information clearly and concisely and foster collaboration across the department
- Streamline processes to increase efficiency and effectiveness to deliver exceptional service to our customers
- Knowledge and understanding of banking products, policies, and procedures; within a call center environment
- Utilize solid understanding of company policies, procedures and collection systems
SENIOR SMALL BUSINESS LENDING ACCOUNT REPRESENTATIVE
Wells Fargo
01.2023 - 06.2024
- Support Account Resolution functional area as an experienced Account Resolution Specialist by utilizing advanced knowledge of company products, services, policies, procedures, account resolution systems
- Seek ways to improve quality of customer experience while working on collecting and negotiating terms of repayment on specialized outstanding account balances
- Perform moderately complex customer support tasks when evaluating customers situations and provide relevant solutions
HUMAN RESOURCE SPECIALIST
AMAZON
11.2022 - 12.2022
- Responsible for carrying out a wide variety of HR processes supporting hundreds of sites across the US
- Responsible for tracking attendance, absence management, and appeals for employees
- Reporting time tracking, data entry and related customer service experience by using various systems
- Able to demonstrate critical thinking and decision-making
HELP DESK / L&D SPECIALIST
GRAINGER
02.2018 - 12.2022
- Trained new employees and responsible for onboarding procedures
- Able to identify continuous improvement opportunities and provide feedback to management
- Facilitate meetings for huddles, graduations, or the business need
- Assisted the quality assurance with preventing defects and ensuing that our products and services exceed customers’ expectations
- Coach new and existing employees who didn’t meet quality standards including quality monitoring
- Able to prioritize responsibilities in a fast-paced environment
- Able to facilitate escalated customer situations to resolution
COLLECTIONS COACH /LEAD
IQOR
05.2017 - 02.2018
- Assisted with training new and existing employees
- Oversee compliance monitoring as well as evaluating results and providing the information to management
- Smead for my supervisor’s team to cover meetings or any business need
- Provided quality standards and requirements
- Ability to train, coach and provide feedback
- Review and analyze inquiries and complaints that require special handling, research and evaluation
PROPERTY AND CASUALTY INSURANCE AGENT
MBA INSURANCE
03.2015 - 04.2017
- In charge of auditing new and existing business policies
- Generating business commercial policies for new customers
- Quoting new and existing rental operations
- Assisted customers with policy, billing, and rental questions
COLLECTIONS MANAGER
WATER SUBMETERING SYSTEMS
11.2011 - 02.2015
- Implement and enforce policies, procedures
- Able to manage multiple and competing priorities as well as guide talent development
- Problem-solving including compliance monitoring
- Research and resolved escalated inquiries/complaints
- Presented recommendations to management while recommending solutions
- Able to facilitate escalated customer situations to resolution
Education
BUSINESS ADMINISTRATION - Business related classes
DEPAUL UNIVERSITY
COLLEGE COURSES - Divinity
CHRISTIAN LEADERS INSTITUE
Skills
- Customer service
- Time management
- Attention to detail
- Computer skills
- Leadership qualities
- Decision-making
- Complex Problem-solving
- Relationship building
- Courteous and professional
- New hire training
- Management support
Certificates Licenses
- Property and Casualty, 10/01/15
- License Life Coach Minister, 02/01/25
Timeline
LOAN WORKOUT ASSOCIATE
Wells Fargo
06.2024 - Current
SENIOR SMALL BUSINESS LENDING ACCOUNT REPRESENTATIVE
Wells Fargo
01.2023 - 06.2024
HUMAN RESOURCE SPECIALIST
AMAZON
11.2022 - 12.2022
HELP DESK / L&D SPECIALIST
GRAINGER
02.2018 - 12.2022
COLLECTIONS COACH /LEAD
IQOR
05.2017 - 02.2018
PROPERTY AND CASUALTY INSURANCE AGENT
MBA INSURANCE
03.2015 - 04.2017
COLLECTIONS MANAGER
WATER SUBMETERING SYSTEMS
11.2011 - 02.2015
COLLEGE COURSES - Divinity
CHRISTIAN LEADERS INSTITUE
BUSINESS ADMINISTRATION - Business related classes
DEPAUL UNIVERSITY
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