Consuelo Mumford
Jacksonville,FL
Summary
Results-driven Call Center Manager focused on developing and leading exceptional call center teams. Motivational leader with a strong record of success in the field.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Finance Supervisor/ New Hire Trainer
The Home Depot Pro
Jacksonville, FL
07.2019 - Current
- Hiring, managing, developing and training staff, establishing and monitoring goals, conducting performance reviews.
- Improving customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Initiating timely project management within budget constraints for multi-faceted problems concerning executive leaders.
- Achieving specific team objectives and collection activity.
- Developing and implementing office management procedures to increase training team productivity and accuracy.
- Conducting ongoing reviews of program financial systems to assess cost control measures.
- Coordinating individual duties after careful evaluation of each employee's skill level and knowledge.
- Supervising 12 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
Collections Specialist
NCB Management Services
Jacksonville, FL
12.2016 - 07.2019
- Executing timely payment options for consumers while optimizing company returns
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services and collection strategies.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Counseled consumers on payment options and arranged installment agreements.
- Achieved performance goals on consistent basis.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Handled 200 outbound and inbound calls daily with goal of collecting owed debt
Debt Collections Floor Manager
Synergy Direct Investments
Penndel, PA
10.2012 - 12.2014
- Reviewed resumes and conducted interviews of prospective employees
- Assigned accounts to collectors based on their performance, experience, and product knowledge
- Monitored and reviewed calls with collectors to ensure compliance with federal, state and company regulations
- Constructed daily game plans to guide collectors and maximize effective calling efforts
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Implemented challenging personnel and department goals to drive performance.
- Submitted reports to senior management to aid in business decision-making and planning.
- Evaluated team and employee performance in order to develop and implement effective corrective actions.
- Supervised staff of collectors, monitoring phone calls and letters.
- Filed and addressed employee complaints in accordance with company policies and government regulations.
- Managed team of 50 employees, overseeing hiring, training, and professional growth of employees
Call Center Floor Manager
Share Group LLC
Washington, DC
10.2007 - 09.2010
- Developed training materials to introduce new hires to company policy, fundraising techniques, federal and state laws and guidelines
- Supervised 50-70 employees by creating reasonable, yet challenging daily goals to reach company and client projections
- Configured automatic dialing campaigns to maximize contact productivity
- Established and oversaw performance targets for call center associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Education
Associates of Applied Science - Human Services
Kaplan University
Davenport, IA05.2013
Skills
- Motivational Leadership
- Complex Problem Solving
- Recruitment and Hiring
- Coaching and Mentoring
- Performance Management
- Quality Assurance
- Decision Making
- Staff Development and Training
Certification
- Licensed Florida Realtor - 2020
Timeline
Customer Finance Supervisor/ New Hire Trainer
The Home Depot Pro
07.2019 - Current
Collections Specialist
NCB Management Services
12.2016 - 07.2019
Debt Collections Floor Manager
Synergy Direct Investments
10.2012 - 12.2014
Call Center Floor Manager
Share Group LLC
10.2007 - 09.2010
Associates of Applied Science - Human Services
Kaplan University