Naomi Pinnock

• Handle escalated issues, providing timely and effective resolutions to complex concerns.
  
• Collaborate with cross-functional teams to implement solutions and improve experiences.
  
• Ensure compliance with company policies, procedures, and data privacy regulations.

• Responsible for managing the lease termination process for customers, ensuring a smooth transition from lease to return, purchase or renewal.
  
• Assists customers by demonstrating strong communication, negotiation and problem-solving skills.
  *Rewarded with Customer Hero Award (proactively solves customers concerns before being asked) for Q1-2024
  
  
• Lease End Department Mentor
  Mentor for new hires, ensuring smooth integration into the department.
  Contributed to the development of training materials and best practices.
  
  
• White Belt Certified – Lease End Extension Process
  Completed White Belt training focused on improving and streamlining the Lease End Extension process.
  Applied process improvement techniques to enhance efficiency and reduce errors in lease end extensions.

• Managed delinquent accounts by contacting customers via phone, email, and mail to secure payment or establish payment plans.
  
• Analyzed account information to identify and resolve payment issues, ensuring compliance with company policies.
  
• Maintained accurate records of customer interactions and payment arrangements.
  
• Collaborated with team members to meet collection goals and improve overall department performance.

• Assisted customers by answering questions, responding to inquiries and handling telephone requests.
  
• Achieved high satisfaction rating through proactive one-call resolutions of customers.
  
• Processed debit and credit card electronic payments.

• Satisfied customers with quick assistance, helping individuals locate products and check out
• Provided exceptional customer service
• Kept drawers accurate, handling payments and verifying large bills