Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
Generic

RONETTA JENKINS

Norcross

Summary

Results-driven professional with a strong entrepreneurial mindset and a proven ability to generate and implement effective ideas. Skilled in building and maintaining productive relationships. Focused, reliable, and goal-oriented with a consistent track record of supporting organizational success.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sr. Dealer Analyst Team Lead

American Honda Finance Corporation
08.2024 - Current
  • Oversaw a portfolio of 150–250 assigned customer accounts monthly, ensuring timely collection of past-due balances through both inbound and outbound communications.
  • Negotiated payment arrangements with delinquent account holders, consistently achieving 95%+ of monthly recovery targets while upholding compliance standards and delivering quality customer service.
  • Conducted skip tracing and in-depth account research to facilitate accurate escalation decisions and prepare accounts for advanced recovery actions including legal referrals or repossession.
  • Identified and escalated high-risk and uncollectible accounts (approx. 10–15 per month) to senior management, providing comprehensive documentation and risk assessments for decision-making.
  • Prepared and reviewed all necessary documentation to authorize vehicle repossessions and recommended alternative resolutions, helping reduce potential charge-offs by up to 20%.
  • Enforced internal policies and maintained strict adherence to FDCPA and other regulatory guidelines to support operational and legal compliance across all account activities.
  • Provided coaching, training, and performance support to a team of 5–10 representatives, focusing on effective account management, prioritization, and professional communication techniques.
  • Collaborated with upper management to identify workflow inefficiencies and implement data-informed process improvements, resulting in a 10–15% increase in team productivity and improved recovery outcomes.

Customer Accounts Team Lead

American Honda Finance Corporation
10.2023 - 08.2024
  • Oversaw a portfolio of assigned customer accounts, ensuring timely collection of past-due balances through both inbound, outbound, and email communications.
  • Negotiated payment arrangements with delinquent account holders, consistently meeting recovery targets while maintaining compliance and customer service standards.
  • Performed skip tracing and account research to support escalation decisions and prepare accounts for advanced recovery processes.
  • Identified and escalated high-risk or uncollectible accounts to senior management, providing detailed documentation for further review and resolution.
  • Prepared and reviewed documentation required to authorize repossessions and recommended resolutions to mitigate potential charge-offs.
  • Enforced company policies and regulatory requirements to ensure operational and legal compliance across all account activities.
  • Provided coaching and performance support to team representatives, offering guidance on effective account management strategies, workflow prioritization, and communication best practices.
  • Collaborated with leadership to implement process improvements, enhance collections strategies, and optimize overall team productivity.

Customer Service Team Lead

American Honda Finance Corporation
03.2021 - 10.2023
  • Coordinated and managed an average of 80–120 inbound calls per day, serving customers, third-party vendors, and dealership partners by addressing inquiries, troubleshooting account issues, and offering effective, timely solutions.
  • Delivered cross-channel support via phone, chat, email, and in-person interactions, ensuring a seamless and consistent customer experience across all platforms.
  • Executed de-escalation strategies in high-pressure scenarios involving dissatisfied customers and stakeholders, achieving resolution rates exceeding 90% through active listening, empathy, and solution-focused communication.
  • Reviewed and analyzed associate performance on a weekly basis, generating and distributing updated departmental reports to leadership for ongoing performance tracking and goal alignment.
  • Organized and maintained training calendars for Subject Matter Experts (SMEs) and new hires, ensuring proper onboarding and continuous learning through structured schedules and resources.
  • Monitored and assessed 20–30 recorded or live calls weekly to provide targeted coaching for contingent team members, ensuring compliance with 6-1-1 call flow procedures and service quality standards.
  • Collaborated cross-functionally with regional teams to identify customer pain points, align support practices, and implement improvements that enhanced customer satisfaction and reduced repeat call volume.
  • Provided expert-level support on account-related matters such as billing, title inquiries, payment histories, warranty information, and online navigation, contributing to increased customer retention and loyalty.

Warehouse Associate

Amazon
12.2020 - 02.2021
  • Guided a team of order selectors to verify warehouse operations were followed.
  • Oversaw the selection and handling of orders.
  • Ensured quality standards were upheld for merchandise packaging.

Instructor

Barbizon Modeling and Entertainment
07.2020 - 01.2021
  • Provided instruction to individuals and groups on techniques for self-improvement.
  • Maintained relationships and performed ongoing student outreach.
  • Constructed lesson plans for teaching students the principles of modeling.

Promotional Representative

New Acquisition
12.2019 - 01.2020
  • Promotional advertising items of wholesale commodity distributor.
  • Client base face to face interaction.
  • Maintaining positive business relationships.
  • Handling contract negotiation and analyzing market trends.

AmeriCorps Member

Kids On Course
11.2018 - 12.2019
  • Served the community school district and families around Cedar Rapids, Iowa as a mentor for high school and middle school students.
  • Partnered with at-risk middle school and high school students to improve academic performance.
  • Formed and led Beauty In Color, a middle school group of 16 girls focused on self-esteem, accountability and personal growth.
  • Organized summer volunteering opportunities for high school students.

Customer Care Coordinator

Adtrack
09.2016 - 06.2019
  • Fielded incoming customer inquiries, answered questions, and provided solutions.
  • Maintained relationships and collaborated with cross-functional business leaders.
  • Executed brand and marketing activities.
  • Performed survey fulfillment duties.

Education

BA - Business Management, Marketing Minor in Psychology

Mount Mercy University
Cedar Rapids, IA
02-2019

Skills

  • Responsive to market changes
  • Effective relationship management
  • Proficient in data analysis
  • Proficient in conflict management
  • Negotiation skills
  • Regulatory compliance knowledge
  • Effective team management
  • Effective customer service skills
  • Teamwork
  • Collaborative teamwork
  • Effective problem resolution
  • Client support
  • Detail-oriented approach
  • Trustworthy execution
  • Clear interpersonal communication
  • Training and mentoring
  • Employee motivation
  • Complex Problem-solving
  • Staff development

Certification

● Content Marketing Certification

● Google Analytics Certification

● Scrum Master Certification

Awards

  • Dean's List Honoree, 2019
  • Mount Mercy University Honor Roll, 2017
  • Independent Study and Scholarship Presentation ‘What is your wage: A study on the gender wage gap’, 2017
  • Catherine McAuley Scholarship, 2015
  • Hills Bank Youth Salute Nominee, 2014

Timeline

Sr. Dealer Analyst Team Lead

American Honda Finance Corporation
08.2024 - Current

Customer Accounts Team Lead

American Honda Finance Corporation
10.2023 - 08.2024

Customer Service Team Lead

American Honda Finance Corporation
03.2021 - 10.2023

Warehouse Associate

Amazon
12.2020 - 02.2021

Instructor

Barbizon Modeling and Entertainment
07.2020 - 01.2021

Promotional Representative

New Acquisition
12.2019 - 01.2020

AmeriCorps Member

Kids On Course
11.2018 - 12.2019

Customer Care Coordinator

Adtrack
09.2016 - 06.2019

BA - Business Management, Marketing Minor in Psychology

Mount Mercy University

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RONETTA JENKINS