Open To Work
CHANTELL SANDERS
JP Morgan Chase & Co.
Ruskin,FL
Work Preference
Job Search Status:
Open to work
Desired start date:
Open to discussion
Desired Job Title
Collections Supervisor – Internal Recovery Unit (IRU)Credit Card Collection Job CoachVoice of the Customer (VOC) Specialist / Collection Specialist IIOperations Team LeaderCustomer Care Representative
Work Type
Full Time
Location Preference
On-SiteRemoteHybrid
Location:
Ruskin, FLTampa, FL
Open to relocation:
Yes
Important To Me
Work-life balanceCompany CultureFlexible work hoursPaid time offHealthcare benefitsPaid sick leave
12
years of professional experience
Professional with effective leadership and strong background in collections management. Skilled in team collaboration, conflict resolution, and strategic planning to drive results. Known for adaptability and reliability, ensuring compliance and maximizing recovery rates. Strong communication, analytical, and problem-solving abilities.
Work History
Collections Supervisor – Internal Recovery Unit (IRU)
2 Years 11 Months- Supervise and develop a team of recovery specialists managing charged-off accounts, ensuring adherence to recovery policies and compliance regulations.
- Drive operational excellence by analyzing KPIs, leading calibrations, and implementing coaching strategies that enhance performance and quality.
- Collaborate with senior leadership to identify process improvements, streamline workflows, and elevate compliance readiness.
- Conduct regular one-on-one coaching sessions focused on skill growth, policy understanding, and performance accountability.
- Recognize and reward top performers while cultivating a transparent, inclusive, and goal-oriented team culture.
Credit Card Collection Job Coach
1 Year 2 Months- Delivered live coaching sessions and provided feedback to improve recovery effectiveness, communication, and compliance consistency.
- Facilitated training modules through Adobe Connect and supported Journey to Excellence (JTE) onboarding sessions for new hires.
- Organized call calibrations to ensure consistent adherence to department and regulatory standards.
- Enhanced new hire training outcomes, improving average class performance metrics by 25%.
Voice of the Customer (VOC) Specialist / Collection Specialist II
1 Year 7 Months- Conducted QA call reviews and delivered data-based coaching insights to reduce repeat contact and improve recovery performance.
- Partnered with management to enhance Customer Satisfaction (CSAT) scores and strengthen compliance accuracy.
- Recognized for consistently exceeding quality and accuracy benchmarks through feedback alignment and detailed reporting.
Operations Team Leader
1 Year 4 Months- Supervised 15+ associates in a call center environment, providing coaching, performance evaluations, and motivational leadership.
- Led KPI monitoring, trend analysis, and corrective action planning to drive quality, attendance, and efficiency improvements.
- Fostered a culture of open communication, accountability, and professional growth.
Customer Care Representative
1 Year- Supported Medicare members with billing, enrollment, and claims inquiries, maintaining compliance with HIPAA standards.
- Consistently achieved top customer satisfaction scores and demonstrated strong problem-solving and empathy.
Quality Assurance Representative
2 Years 1 Month- Monitored and evaluated calls for compliance and quality performance.
- Delivered coaching feedback to supervisors and collaborated on calibration sessions with client partners.
- Improved agent performance by aligning QA metrics with business objectives.
Education
Doctor of Criminal Justice - Homeland Security
In progress
Master of Science - Criminal Justice: Legal Studies
Bachelor of Arts - Criminal Justice
High School Diploma
Skills
Leadership & Team Supervision
Collections & Recovery Operations
Compliance & Regulatory Adherence (FDCPA
FCRA
CFPB)
Employee Coaching & Development
Performance Metrics & Data Analytics
Process Optimization & Quality Assurance
Call Calibration & VOC Analysis
Conflict Resolution & Customer Retention
Training Design & Facilitation
Microsoft Office Suite (Excel
Outlook
Word
PowerPoint)
Systems: TLO
C3 (TSYS)
ICP (CACS)
Webstats
Qualtrics
Affiliations
Omega Nu Lambda National Honor Society
Timeline
Collections Supervisor – Internal Recovery Unit (IRU)
JP Morgan Chase & Co.
07.2023 - CurrentRead More
Credit Card Collection Job Coach
JPMorgan Chase
05.2022 - 07.2023Read More
Voice of the Customer (VOC) Specialist / Collection Specialist II
JP Morgan Chase & Co.
10.2020 - 05.2022Read More
Operations Team Leader
Cognizant Technology Solutions
10.2017 - 02.2019Read More
Customer Care Representative
Humana Inc.
09.2016 - 09.2017Read More
Quality Assurance Representative
Alorica Inc.
08.2014 - 09.2016Read More
Buchholz High School
High School Diploma
Read More
Saint Leo University
Bachelor of Arts from Criminal Justice
Read More
Saint Leo University
Master of Science from Criminal Justice: Legal Studies
Read More
Saint Leo University
Doctor of Criminal Justice from Homeland Security
Read More
Leadership & Achievements
- Promoted within JPMorgan Chase for exceptional leadership, compliance focus, and employee development results.
- Developed and launched process improvements within the Internal Recovery Unit (IRU) that enhanced accuracy and reduced rework.
- Member of Omega Nu Lambda Honor Society, recognized for academic excellence.
- Serves as President of Homeowners Association (HOA), leading governance and community initiatives.