![LaToya Matthews](https://jobicy.com/react/themes/app/images/avatar.jpg) LaToya Matthews # Collection Manager Actively looking · Member since 8 Sep 2023 [Message](https://jobicy.com/dashboard-page.md) ShareLocationUnited StatesDesired salaryfrom 27 USD/hourlyWork preferenceFull TimeExperience levelNot set * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI have been in collections almost 16 years of my life I've worked 3rd party for the majority of my career in collections and have had the pleasure of being a Frontline manager in 1st party collections for BofA. I have been on the project for 4 years and helped develop a dynamic department. I have recruited employees to enhance the project. I have managed 15+ agents while coaching, training and developing agents to move in a higher position such as Backline, Inward as well as management. I have created monthly contest to successfully reach month end goals. I am very passionate about all that I do. I believe in working together to build a strong department. I believe in completing deadlines on time to maintain a great image for the company. ## Skills 17 capabilities[Active Listening](https://jobicy.com/talent/active-listening.md)[Coaching](https://jobicy.com/talent/coaching.md)[Communication Skills](https://jobicy.com/talent/communication-skills.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Data Entry](https://jobicy.com/talent/data-entry.md)[Empathy](https://jobicy.com/talent/empathy.md)[Employee Engagement](https://jobicy.com/talent/employee-engagement.md)[Fast Learner](https://jobicy.com/talent/fast-learner.md)[Google Docs](https://jobicy.com/talent/google-docs.md)[Google Slides](https://jobicy.com/talent/google-slides.md)[Hiring](https://jobicy.com/talent/hiring.md)[Knowledge Management](https://jobicy.com/talent/knowledge-management.md)[Leadership](https://jobicy.com/talent/leadership.md)[People Management](https://jobicy.com/talent/people-management.md)[Problem Solving](https://jobicy.com/talent/problem-solving.md)[Self motivated](https://jobicy.com/talent/self-motivated.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md) ## Experience Career history ### Manager · FMA Alliance 2019/2023- 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. ### Manager · United Recovery Systems 2013/2019- 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. ### Collection Specialist · Pentagroup Financial 2009/2013- 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. ## Education Learning history ### Houston Community College 2017/2018Business Management I did not finish school. My mother was diagnosed with stage 4 cancer. I dropped out to help her. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.