Brittany Council
Chicago,USA
Summary
Over ten years of experience in call center operations, collections, loan processing, and customer service management. Currently serving as Operations Manager at Enova International, overseeing a team of representatives and driving performance metrics. Expertise in CRM systems, data entry, quality assurance, and product management. Committed to enhancing team engagement and delivering exceptional customer service while supporting organizational goals. Proven track record in implementing process improvements that boost efficiency and strengthen debtor relationships.
Overview
17
17
years of professional experience
Work History
Contact Center Operations Manager
Enova International
Chicago, IL
02.2020 - Current
- Supervised team of loan processing and collection representatives to enhance efficiency.
- Managed daily departmental workflow to optimize productivity.
- Monitored rep metrics and KPIs to drive performance improvements.
- Conducted one-on-one coaching sessions, weekly meetings, and timely performance reviews.
- Coached reps on proper collection processes and procedures.
- Reviewed and audited loan applications for installment loans and Lines of Credit prior to underwriting submission.
- Assisted with new hire interviews and managed onboarding processes for all new hires.
- Coached representatives on proper loan processing procedures, including verification methods.
- Analyzed quality assurance reports, customer feedback, and error reports to ensure optimal customer experience.
Call Center Manager
AT&T
Chicago, IL
07.2016 - 02.2020
- Established an engaging environment that motivates employees.
- Trained and developed call center agents to improve service quality.
- Addressed customer escalations swiftly to uphold service standards.
- Managed complaints, ensuring swift and effective resolution processes.
- Researched customer inquiries and resolved issues in a timely manner.
- Authorized necessary adjustments including refunds and replacements.
- Provided outstanding support to both customers and agents daily.
- Built strong relationships with agents by addressing concerns and providing guidance.
Store Manager
AmeriCash Loans | LLC
Chicago, IL
04.2014 - 02.2020
- Increased home store profitability by enhancing sales and expanding customer base.
- Controlled expenses and mitigated cash losses to support financial goals.
- Demonstrated accountability through commitment to customer service excellence and work efficiency.
- Processed and audited loan applications to ensure compliance and accuracy.
- Led recruiting, interviewing, and hiring processes for new employees.
- Participated in ongoing training and motivation initiatives for staff development.
- Built weekly schedules to optimize team productivity and coverage.
- Handled daily cash transactions and completed bank deposits accurately.
- Ensured a clean, safe work environment while maintaining high housekeeping standards.
Department Manager
WALMART
Evergreen Park, IL
10.2008 - 04.2014
- Supervised staff and delegated tasks to optimize productivity.
- Trained new hires and coached employees on company procedures and policies.
- Monitored staff performance, providing corrective feedback as necessary.
- Hired and promoted employees to enhance team capabilities.
- Maintained organized merchandise displays and ensured stock availability.
- Identified and removed damaged or expired merchandise from shelves.
- Installed price labels and provided accurate product information for customers.
- Resolved customer issues and communicated effectively with suppliers.
Education
Bachelor of Accounting/Business - Accounting And Finance
City Colleges of Chicago – Kennedy King College
Chicago, IL06-2013
High School Diploma -
Carver Military Academy
Chicago, IL06-2007
Skills
- Performance management
- Loan processing
- Customer service
- Financial administration
- Payroll administration
- Supervision and training
- Collections management
- KPI monitoring
- Quality assurance
- Process improvement
- Call center operations
- Onboarding processes
- Recruitment and hiring
- Corrective action planning
- Microsoft Office proficiency
- Bankruptcy procedures
- Debt collection strategies
- Credit counseling expertise
- Compliance knowledge
Personal Information
Title: Contact Center Manager
References
References available upon request.
Timeline
Contact Center Operations Manager
Enova International
02.2020 - Current
Call Center Manager
AT&T
07.2016 - 02.2020
Store Manager
AmeriCash Loans | LLC
04.2014 - 02.2020
Department Manager
WALMART
10.2008 - 04.2014
Bachelor of Accounting/Business - Accounting And Finance
City Colleges of Chicago – Kennedy King College
High School Diploma -
Carver Military Academy
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