Amanda Gazos

Collection Manager – Credit Control LLC
January 2025 – September 2025

• Led a fully remote team of 24 collection agents and 3 in-office team leads, ensuring consistent achievement of monthly performance goals.
• Oversaw agent productivity, conducted quality assurance reviews, call monitoring, and employee evaluations (90-day and annual).
• Managed inventory for two major clients, ensuring efficient workflow and completion of all assigned accounts.
• Utilized Microsoft Teams for daily team huddles, coaching, and performance feedback.
• Tracked and analyzed KPIs, including call counts and monthly goal attainment, adjusting strategies as needed in collaboration with senior management.
• Maintained and approved team timecards and monitored overall workforce performance.
• Consistently exceeded team and individual performance targets through hands-on leadership and strategic planning.

• Monitored budget and utilized operational resources.
• Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
• Achieved team goals through formalized training plans, coaching, and performance management.
• Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, procedures, as well as conducting regular auditschecks.
• Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
• Analyzed business operations and implemented strategies to improve operational cohesiveness.
• Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
• Defined, implemented, and revised operational policies and guidelines.
• Analyzed customer feedback and identified areas for improvement to drive business success.
• Mentored and coached team members to foster productive and engaging work environment.
• Established strong partnerships with vendors, suppliers, and key stakeholders to improve collaboration and ensure alignment with business requirements.

• Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
• Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
• Collaborated with senior management to develop and execute long-term corporate goals and objectives.
• Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges.
• Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
• Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
• Mentored and coached team members to foster productive and engaging work environment.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Trained and guided team members to maintain high productivity and performance metrics.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Negotiated price and service with customers and vendors to decrease expenses and increase profit.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Achieved certification for compliance with RMAi standards.
• Conducted thorough annual SOC 2 Type 2 audits.
• Executed and conducted bi-annual audits for RMAi business certification.

• Enhanced collection efficiency by implementing effective strategies and streamlining processes.
• Assisted in the development of training materials for newly hired collections representatives, improving departmental performance metrics.
• Increased recovery rate by consistently meeting and exceeding targets set by management.
• Promoted a culture of continuous improvement within the collections department by regularly soliciting feedback from team members and implementing changes based on their recommendations.
• Negotiated settlements with customers experiencing financial difficulty, preserving client relationships.
• Managed a diverse portfolio of accounts, ensuring timely collections and minimizing losses.
• Complied with established internal controls and policies.
• Trained new hires on best practices in collections, contributing to a well-prepared and knowledgeable team.
• Worked well in a team setting, providing support and guidance.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.

• Developed comprehensive negotiation strategies for complex deals, leading to increased revenue and client satisfaction.
• Achieved successful negotiation outcomes by employing effective communication and active listening skills.
• Conducted thorough research on industry trends and market data to inform strategic decision-making during negotiations.
• Built strong relationships with clients to understand their needs and provide tailored solutions.
• Optimized company resources by streamlining negotiation processes, reducing time spent on less productive tasks.
• Self-motivated, with a strong sense of personal responsibility.
• Skilled at working independently and collaboratively in a team environment.
• Excellent communication skills, both verbal and written.
• Managed time efficiently in order to complete all tasks within deadlines.
• Organized and detail-oriented with a strong work ethic.