Collection Manager

- Manage a team of 15+ agents, monitoring calls, coaching, training, and developing agents to meet quotas.
- Implement incentive contests to successfully reach month-end goals.
- Consistently exceed expectations while maintaining a Quality Score of 95% or higher.
- Resolve escalated calls, complete end-of-month reports, and grade calls to meet clients' expectations.
- Handle the hiring and termination process for the department.
- Evaluate daily delinquency figures to allocate resources and achieve production goals for the frontline team.
- Promoted to manager while on a work from home project.

- Supervised 25+ employees in a call center environment.
- Implemented new processes and procedures, created weekly project reports for management and executive teams.
- Prepared and submitted reports for planning development and performance results.
- Conducted training classes and meetings.
- Oversaw operational activities, maximizing productivity through strategic scheduling and employee assignments.

- Delegated and balanced workloads to resolve past due loan situations or referred default loans to the Loss Mitigation Unit.
- Researched and resolved complicated issues related to loans and credit bureau reporting.
- Gathered data and prepared reports to accurately track productivity and delinquency levels.

I did not finish school. My mother was diagnosed with stage 4 cancer. I dropped out to help her.