Courtney Waddell
North Wilkesboro ,NC
Summary
Detail-oriented Collections Team Lead known for strategic analysis and team coaching. Experienced in developing revenue recovery strategies, analyzing collection reports, and ensuring compliance with regulations. Ready to leverage expertise to enhance operational success.
Overview
16
16
years of professional experience
Work History
Collections Team Lead
Carolina West Wireless
Wilkesboro , NC
05.2010 - Current
- Led collections team in managing customer accounts and payment processes.
- Developed strategies to improve collections efficiency and team performance.
- Monitored account status and flagged issues for further action or escalation.
- Facilitated meetings to discuss team goals, challenges, and progress updates.
- Collaborated with other departments to align collection efforts with company policies.
- Analyzed collection reports to identify trends and areas for improvement.
- Adhered to strict confidentiality policies when dealing with sensitive financial information.
- Conducted regular reviews with team members to ensure quality assurance standards were met.
- Ensured compliance with federal, state, and local laws regarding debt collection practices.
- Generated reports on outstanding balances due from customers for review by upper management.
- Addressed customer disputes and referred unresolved issues to management.
- Managed client communications through telephone calls, emails, website inquiries.
- Identified opportunities for process improvements within the Collections Department.
- Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
- Maintained confidentiality and adhered to FDCPA regulations during collections.
- Collaborated with team members to meet or exceed collection goals.
- Coordinated with legal departments for accounts requiring further action.
Education
Associate of Applied Science - Office System Technology
Wilkes Community College
Wilkesboro, NC05-2007
Skills
- Debt recovery methods
- Revenue recovery strategies
- Payment processing
- Account management
- Team leadership and coaching
- Customer retention strategies
- Conflict resolution
- Effective communication skills
- Attention to detail
- Time management
- Goal setting
- Patience and persistence
- Self-motivation
- Professionalism and ethics
- Teamwork
Timeline
Collections Team Lead
Carolina West Wireless
05.2010 - Current
Associate of Applied Science - Office System Technology
Wilkes Community College