Jovonne White-Sleet

Responsible for providing timely and effective support to clients, branch teams, and home office associates. This includes answering incoming phone calls, offering guidance and tailored solutions to ensure an ideal client experience. Provide detail instructions and troubleshooting to resolve issues related to technical issues within online access.

• Devised solutions to operations issues related to online access, working closely via phone and live chat.
• Serve as an advocate for more than 7 million clients through regulation communication and online access troubleshooting
• Partner closely with trainers, coaches, and team leaders to build proficiency and share knowledge as well as client/branch feedback regarding online access technology and features.
• Mentored junior staff members on best practices regarding service excellence while modeling exemplary performance.
• Continuously grow in development and industry knowledge on assigned topics building my expertise.

• Provided overall management of the center including administrative duties which comprised record keeping, maintaining client files, assisting with budgeting and purchasing of equipment/supplies
• Supervised daily operations of facility including staff and children as well as ensuring compliance guidelines were met
• Certified that center standards were met, safety procedures were followed, and ensured the safety and well-being of children as a first priority
• Demonstrated self-reliance by meeting and exceeding workflow needs
• Handled accounts receivables and communicated with parents regarding tuition delinquencies, establishing payment arrangements, and other pertinent informationSetup electronic payment option for patrons to minimize frequency of delinquent accountsImplemented schedule of accounts receivable and devised specific payment guidelines/schedulesImproved operations by working with team members and customers to find workable solutions.

• Performed collection activities in accordance with state and local collections laws in an effort to recover unpaid debt
• Established and determined customer's need for financial hardship assistance in resolving delinquent account(s)
• Negotiated payments and resolutions to cure accounts in default per company and client standards
• Reduced charge off loss by curing accounts or via settlement resolution
• Properly handled inbound/outbound collection calls while meeting production goals established by management
• Established and maintained monthly customer files
• Utilized skip tracing tools/skills to locate and contact customers in default
• Accessed and Reviewed customer credit bureau reports to determine credit status and charge off risk
• Analyzed customer debt to income to determine program aptness​​Pinnacle Award recipient April 2017Awarded MVP for a total of (5) months throughout the year in 2016Recurrently achieved Employee of the Month, WOW calls, and Bronze Shield awards during collections careerAwarded certificate for the highest Quality Assurance average and percent roll rate combined in 2008Maintained compliance with fair debt practices and regulatory guidelines.

• Conducted extensive research studies and collected data nation-wide for marketing research purposes
• Telecommunications-contacted business professionals and consumers to recruit for focus group discussions relating to products, services, new technology, and agriculture
• Analyzed, coded, and entered empirical data into system
• Maintained project quotas and briefed counterparts on specific criteria while keeping management apprised of progress and setbacks
• Initiated field research for the client(s) to optimally leverage customer's experience across product, price, service and brandProvided feedback to project management which allowed client(s) to ultimately make adjustments that impacted both strategic and operational decisions in hopes to improve appeal and bottom line performanceCoded data from participant interviews.Conducted interviews with participants to assess eligibility.

• Provided overall supervision of youth adjudicated by the courts to complete treatment program in placement
• Developed treatment plans and provided counseling to residents in placement for behavioral modification and management
• Provided life skills coaching to residents in my care.Assessed and evaluated clients needs, goals, and progress throughout the program.Devised contracts and presented proposals to clients, colleagues and administration on client's specific program analysis determining if additional services/treatment was necessaryPrepared and presented monthly reports to team members and management confirming resident's advancement or regression in the program.Redirected and counseled residents on behavior management and modification with positive reinforcement and corrective teaching strategies which increased program completion rate

• A non-profit private tutoring center dedicated to helping young students improve learning techniques and study habits offering individual or small group tutoring sessions
• My duties were as follows: Prepared company correspondence and bookkeeping
• Arranged meetings and collected weekly payments from clients
• Confirmed and scheduled appointments
• Maintained inventory of office and student supplies.​Developed referral program which increased clientele by 25%Implemented marketing ideas and selection of advertising materials