Four years of management experience with at least 10+ years experience in a fast paced card operations environment. Exceptional leadership skills in creating an environment where employees are excited, engaged and capable of delivering optimum performance. Extensive customer service/collections knowledge and background with the ability to create and deliver exceptional customer experiences. Experience with collections Inbound/Outbound enviroment. Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement projects/processes Demonstrated ability to investigate and solve complex problems. Strong PC skills in Microsoft Office and specific knowledge of systems and applications used to support a call center environment. I have excellent organizational, time management and interpersonal skills.
- Guest services
- Inventory control procedures
- Merchandising expertise
- Loss prevention
- Cash register operations
- Product promotions
Alpharetta, GA, 09/2014 - Current
- Review Fraud vulnerabilities at various touch points, including internal fraud, to develop exception reporting to identify early warning signs.
- In partnership with Fraud Manager, establish rules and guidelines with both internal and external (vendor) partners for fraud investigations.
- Establish rules/ guidelines with both internal and external (vendor) partners for fraud reviews on Kohls.com.
- Manages the execution of process improvements to leverage resources in order to maintain consistent order review service levels.
- Responsible for managing direct reports, systems and projects to achieve unit goals in accordance with Company policies and practices.
- Prepares and analyze unit plans and reports.
- Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
- Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance and maintaining open communications.
- Responsible for leading all Fraud Inbound Teams/ Team Leads.
- Develops staff through coaching, providing performance feedback, providing effective performance assessments and establishing performance and development plans.
Sachse, TX, 04/2012 - 08/2014
- Responsible for leading non-exempt Associates to strive for and deliver a First Customer Focus in the service and support of Kohl's Customers.
- Make daily adjustments to team schedules as a result of shrinkage and volume demands within the line of business.
- Directly responsible for achieving line of business goals as defined for the team.
- Analyze measurable individual and team outcomes and prepare action plans to continuously improve performance.
- Responsible for the quality assurance of my team's daily production.
- Responsible for gathering and communicating ongoing contact trends and proposing needed solutions.
- manage and coach line of business processes, priorities, workflows and updates for my team.
- Manage direct reports, systems, and projects to achieve unit goals in accordance with Company policies and practices.
- Prepare and analyze unit plans and reports.
- Provide leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
- Create an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communication.
- Develop staff through coaching, providing performance feedback, providing effective performance assessments, and establishing performance development plans.
- Creating reports for staffing which include but no limited to department differntials and interval reports to improve overall service level on the floor.
Enid, OK, 07/2011 - 03/2012
- Assisted an "Inbound Collections" Team with coaching and developing associates.
- Providing best practices in collecting on accounts and provided assistance with there quality monitoring.
- Responsible for creating incentives the measure line of business goals.
- Contributed to the teams overall success and maintained one of the top positions of all of the inbound teams for Kohl's from; the lowest work time, best overall adherence as a team and best scores "Voice of the Customers" surveys.
Liberty Lake, WA, 08/2010 - 06/2011
- Cure delinquent account by placing outgoing calls to accounts that are 30 to 60 days past due.
- Daily functions consist of paying account up to date setting up payment arrangements.
- Also set up hardship plans for customer who are in extreme financial binds that fits there needs while meeting business needs.
- I used all my resource, training, and previous customer service skills to resolve issues to get accounts current.
- Also take overflow inbound collection calls.
- As of 4/3/2011 transitioned to mid stage calls for collection on accounts that are 90-120 day past due my goal in this stage of calls is to have accounts paid off as a first option then to set arrangements up depending on the criteria of the customers situation.
- I placed calls to customer for are further past due 3-5 months.
- Goals in my position are to have accounts fully paid off to reduce any further delinquency on an account.
- For customers who are unable to pay off their balance as a last resort I would work out a hardship program and make sure willingness and ability to make payments would be available to the customer.
City, STATE, 03/2005 - 07/2010
- Received incoming calls from current and past due Verizon Wireless customers. Duties include but not limited to taking customer payments, provide product information, troubleshoot equipment problems, and inform customers on new products.
- Utilizing of efficient and courteous customer service in a high call volume setting while meeting daily goals and exceeding expectations.
- Ability to maintain composure in a fast-paced call center environment while handling customer escalated calls.
- Sales Outbound.
City, STATE, 05/2003 - 04/2005
- Placed outbound calls to small business nationwide to sell the option of accepting The Discover Credit Card in their place of business.
- Directly responsible for all Administrative duties consisting of; closing major sales with multiple stores, answering phone, faxes and sending nightly reports to our Business Clients and Managers on daily sales and potential future sales.
- Also, provided floor support to assoicates.
Administrative, business processes, call center, coaching, Collections, customer service, customer service skills, faxes, financial, Focus, leadership, managing, policies, quality, quality assurance, reporting, Risk Management, Sales, staffing, teamwork, phone, FDCPA rules and regulations
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy
Disclaimer
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score
could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
resume Strength
- Length
- Personalization
- Target Job
Resume Overview
School Attended
- Mary Carroll High School
Job Titles Held:
- Fraud Coordinator
- Collections Inbound Coordinator
- Collections Team Lead
- Collector I
- Customer Representative
- Sales
Degrees
- High School Diploma
By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy
Similar Resume
account services coordinator, fraud coordinator, customer service coordinator, technical support sr. rep.
Verizon Wireless Communications
Stone Mountain, Georgia
coordinator - fraud (identify and cloning)
Verizon Wireless National Fraud Governance & Operations
Alpharetta, Georgia
fraud recovery sr. coordinator
Captial One
Tampa, Florida
