AMERICAN EXPRESS FIRST PARTY/THIRD PARTY COLLECTIONS MANAGER
Experienced business professional with 18+ years of experience in business-to-business, call center operations and learning development. Possesses strong analytical, problem solving and presentation skills, with exceptional ability to drive change in a fast-paced environment. Exceptional verbal and written communications skills with experience communicating at the Executive level.
American Express First Party/Third Party Collections Manager, 06/2016 to 12/2016 Radius Global Solutions – Saint Charles, MO
Managed call center from initial start-up to full operational status.
Prepared reports and communication for senior management and clients.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Accurately documented, researched and resolved customer service issues.
Addressed and resolved customer product complaints empathetically and professionally.
Mastery of customer service management systems and databases.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Attendance & LOA Manager, 09/2010 to 01/2013 Convergys Corporation – Saint Louis, MO
Handled LOA/FMLA case management, helped employees with portal navigation, followed up with employees regarding medical certificates, assisted employees with the return to work process, managed attendance call ins.
Developed system to track LOA and attendance patterns/trends.
Managed unemployment files and claims.
Decreased weekend/holiday absenteeism by 70% by proactively identifying attendance obstacles.
Offered solutions and/or incentives to make up missed time.
Gathered and verified all required customer information for tracking purposes.
Training Specialist/Team Leader, 06/2005 to 09/2010 Convergys Corporation – Saint Louis, MO
Acted in dual roles serving as Team Leader and Trainer for Starbucks, Walmart.com AT&T, Harry and David and Key Bank.
Regularly produced training classes that performed on target with tenured associates upon graduation.
Led management and non-management employees through critical changes in business Consistently called upon to lead new initiatives and acts as a global source of knowledge Certified to facilitate all aspects of Relationship Selling, Online Banking Security and Lock Outs, Mortgages and Home Equity Lines of Credit, CD's, Consumer Demand and Business Banking accounts.
Educated consumers on relationship products and fraud awareness and prevention.