Marlicia Wilson
Shreveport
Summary
Results-driven finance professional with expertise in escalation management and de-escalation techniques. Proven track record in securing competitive auto-financing options while ensuring accuracy and compliance in documentation.
Overview
8
8
years of professional experience
Work History
Finance Manager
Moes Autoplex #2
Shreveport
02.2024 - Current
- Help sales team maximize revenue by establishing a structured pipeline management process
- Review and decision vehicle documentation for approval of secured personal loans
- Checks for accuracy in the customer-provided documentation and ensures that all information meets standards.
- Structured and secured financing, and leasing options for customers.
- Partnered with lenders and Financial institutions such as Credit Acceptance to obtain competitive loan approvals and maintain high closing ratios.
- Reviewed credit applications, calculated deal structures, ensured accuracy in documentation to prevent funding delays.
- Accurately conducted GAP, extended warranties, tire/wheel etc on each deal.
Engagement Specialist - Call center (Healthcare Insurance)
Carenet
Shreveport
09.2022 - 02.2024
- Served as the first point of contact for inbound and outbound calls from members, providers, and internal stakeholders.
- Addressed inquiries regarding claims, pre-authorizations, billing and coverage in accordance with healthcare regulations and company policy.
- Trained new hires and mentored peers in navigating a multi-reporting structure and utilizing tools and resources.
- Participated in regular performance huddles and feedback sessions with multiple product lines and services to confidently educate and assist diverse customer segments.
- Met and exceeded performance benchmarks, including average handle time, CSAT, and engagement conversion rates.
Escalation Specialist
Inktel
10.2020 - 09.2022
- Consistently met and exceeded KPIs for resolution time, customer satisfaction CSAT and quality assurance marks.
- Owned end to end resolution of escalated customer issues, including Tier 2 /3 support.
- Handled multi-channel escalations (phone, email, chat).
- De-escalated irate and frustrated customers with professionalism and care, restoring trust and improving retention.
- Maintained detailed records of escalations, tracking resolution timelines, outcomes and follow-ups in CRM.
Care Coordinator - Call Center (K12 Homeschool)
Anthology
02.2018 - 10.2020
- Handled high call volumes while maintaining accuracy, empathy and adherence to call center KPIs.
- Identified Students and Parents needs through active listening and provided accurate information regarding Equipment, Enrollment, Classes, and how to Access Classes through k12 portals for students and Parents.
- Advised Schedules and Enrolled classes, Start dates, Times, and Material needed.
- Managed and arranged Material and Equipment sent out to students and parent upon starting scheduled Classes.
- Supported with Navigating Online Portal for k12 students/Parents.
Skills
- De-escalation Techniques
- Auto-Financing & Leasing
- Auto Finance Experience
- Credit Review & Approval process
- Escalation Management
- High Pressure Negotiation
- First Call Resolution (FCR)
- CSAT
- Coverage & Eligibility Verification
- Relationship Management
Awards
Recognized by leadership with Customer Impact Award for excellence in high pressure customer situations and executive complaint resolution.
Timeline
Finance Manager
Moes Autoplex #2
02.2024 - Current
Engagement Specialist - Call center (Healthcare Insurance)
Carenet
09.2022 - 02.2024
Escalation Specialist
Inktel
10.2020 - 09.2022
Care Coordinator - Call Center (K12 Homeschool)
Anthology
02.2018 - 10.2020