jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary four years management experience least 10 years experience fast paced card operations environment exceptional leadership skills creating environment employees excited engaged capable delivering optimum performance extensive customer servicecollections knowledge background ability create deliver exceptional customer experiences experience collections inboundoutbound enviroment proven communication diplomacy skills work cross functionally influence others drive resultschange implement projectsprocesses demonstrated ability investigate solve complex problems strong pc skills microsoft office specific knowledge systems applications used support call center environment excellent organizational time management interpersonal skills highlights guest services inventory control procedures merchandising expertise accomplishments experience fraud coordinator 092014 current hca alpharetta ga loss prevention cash register operations product promotions review fraud vulnerabilities various touch points including internal fraud develop exception reporting identify early warning signs partnership fraud manager establish rules guidelines internal external vendor partners fraud investigations establish rulesguidelines internal external vendor partners fraud reviews kohlscom manages execution process improvements leverage resources order maintain consistent order review service levels responsible managing direct reports systems projects achieve unit goals accordance company policies practices prepares analyze unit plans reports provides leadership exhibiting influence expertise thus affecting results operating area creates effective work environment developing common vision setting clear objectives expecting teamwork recognizing outstanding performance maintaining open communications responsible leading fraud inbound teams team leads develops staff coaching providing performance feedback providing effective performance assessments establishing performance development plans collections inbound coordinator 042012 082014 baylor scott white health sachse tx responsible leading nonexempt associates strive deliver first customer focus service support kohls customers make daily adjustments team schedules result shrinkage volume demands within line business directly responsible achieving line business goals defined team analyze measurable individual team outcomes prepare action plans continuously improve performance responsible quality assurance teams daily production responsible gathering communicating ongoing contact trends proposing needed solutions manage coach line business processes priorities workflows updates team manage direct reports systems projects achieve unit goals accordance company policies practices prepare analyze unit plans reports provide leadership exhibiting influence expertise thus affecting results operating area create effective work environment developing common vision setting clear objectives expecting teamwork recognizing outstanding performance maintaining open communication develop staff coaching providing performance feedback providing effective performance assessments establishing performance development plans creating reports staffing include limited department differntials interval reports improve overall service level floor collections team lead 072011 032012 city enid ok enid ok assisted inbound collections team coaching developing associates providing best practices collecting accounts provided assistance quality monitoring responsible creating incentives measure line business goals contributed teams overall success maintained one top positions inbound teams kohls lowest work time best overall adherence team best scores voice customers surveys collector 082010 062011 api group corporation liberty lake wa cure delinquent account placing outgoing calls accounts 30 60 days past due daily functions consist paying account date setting payment arrangements also set hardship plans customer extreme financial binds fits needs meeting business needs used resource training previous customer service skills resolve issues get accounts current also take overflow inbound collection calls 432011 transitioned mid stage calls collection accounts 90120 day past due goal stage calls accounts paid first option set arrangements depending criteria customers situation placed calls customer past due 35 months goals position accounts fully paid reduce delinquency account customers unable pay balance last resort would work hardship program make sure willingness ability make payments would available customer customer representative 032005 072010 apac teleservice city state received incoming calls current past due verizon wireless customers duties include limited taking customer payments provide product information troubleshoot equipment problems inform customers new products utilizing efficient courteous customer service high call volume setting meeting daily goals exceeding expectations ability maintain composure fastpaced call center environment handling customer escalated calls sales outbound sales 052003 042005 discover credit card city state placed outbound calls small business nationwide sell option accepting discover credit card place business directly responsible administrative duties consisting closing major sales multiple stores answering phone faxes sending nightly reports business clients managers daily sales potential future sales also provided floor support assoicates education high school diploma may 2003 mary carroll high school corpus christi tx skills 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 regulations