Darshiana Lyons
Virginia Beach
Summary
To obtain a supervisory position that allows me to utilize my leadership and problem-solving skills. Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
15
15
years of professional experience
Work History
Supervisor
LoanCare
Virginia Beach
07.2024 - Current
- Planning, directing, supervising, and evaluating workflow, ensuring effective counseling of delinquent borrowers, coordinating work activities, recommending operational improvements, and monitoring staff performance. The role also involves training and coaching staff, performing collection activities on accounts when subordinates have difficulty collecting, and ensuring the day-to-day application of policies and procedures.
- critical thinking, reading comprehension, understanding the structure and content of the English language, speaking effectively, active learning, active listening, instructing, and understanding the implications of new information for problem-solving and decision-making.
Team Lead
LoanCare
Virginia Beach
03.2024 - 07.2024
- I supervise collection staff, monitor calls, provide feedback, and manage call overflow.
- My responsibilities include handling delinquency-related inquiries in accordance with all relevant guidelines to prevent foreclosure and financial loss, while assessing individual situations to determine appropriate actions.
Loan Counselor II
LoanCare
Virginia Beach
09.2023 - 03.2024
- I assisted homeowners with both routine and complex issues in a high-volume call center, averaging 40 to 60 calls daily, with 85% inbound.
- I processed payments and conducted financial assessments to offer solutions aimed at preventing serious delinquency.
Senior Risk Coordinator
Capital One
Chesapeake
12.2016 - 10.2020
- I provided risk assessments to guide business partners in addressing key challenges.
- I developed and implemented strategies to mitigate risks while fostering data-driven decision-making.
Loan Counselor I & II
LoanCare
Virginia Beach
06.2011 - 12.2016
- I supported homeowners with inquiries in a high-volume setting, managing 40 to 60 calls per day.
- My role included processing payments and financial interviews to help customers avoid serious delinquency, while serving as the Single Point of Contact for Stearns Lending.
Customer Service Representative
NCO Financial
Virginia Beach
06.2010 - 05.2011
- I collected and accounted for payments, addressed customer inquiries, and managed delinquent accounts, including facilitating repossession and monitoring receivables.
Education
Diploma -
EASTVIEW HIGH SCHOOL
Apple Valley, MN01.2007
Some College (No Degree) -
TIDEWATER COMMUNITY COLLEGE
Virginia Beach, VASkills
- Operating Windows
- Microsoft Word
- Excel
- PowerPoint
- Office Machines
- Written Communication
- Oral Communication
Accomplishments
- Standing ovation award for Most Valuable Supervisor
- Consistently ranking 1st or 2nd place with highest success rate
Timeline
Supervisor
LoanCare
07.2024 - Current
Team Lead
LoanCare
03.2024 - 07.2024
Loan Counselor II
LoanCare
09.2023 - 03.2024
Senior Risk Coordinator
Capital One
12.2016 - 10.2020
Loan Counselor I & II
LoanCare
06.2011 - 12.2016
Customer Service Representative
NCO Financial
06.2010 - 05.2011
Diploma -
EASTVIEW HIGH SCHOOL
Some College (No Degree) -
TIDEWATER COMMUNITY COLLEGE