Dejah Traylor

Career Progression: Collections Specialist I → Collections Specialist II → Senior Collections Specialist → Collections Lead

• Lead daily collections operations while supporting productivity, quality, and compliance goals.
• Prepare and distribute daily and month-to-date scorecards, tracking key performance indicators (KPIs) and reporting performance trends to leadership.
• Analyze operational metrics to identify opportunities for increased efficiency and improved collection outcomes.
• Coach and mentor team members through performance feedback, skill development, and ongoing support.
• Train new hires on collection practices, communication techniques, systems, and company policies.
• Establish performance expectations and accountability measures that support continuous improvement.
• Negotiate payment arrangements and settlements while maintaining professional customer relationships.
• Assist with employee development initiatives that improve engagement, productivity, and retention.
• Collaborate with management to implement strategic process improvements and achieve departmental goals.
• Support leadership with performance reporting, operational updates, and team development initiatives.
• Key Accomplishments
• Earned multiple promotions based on performance, leadership capabilities, and consistent achievement of business objectives.
• Entrusted with preparing and presenting daily and month-to-date KPI scorecards used to evaluate operational performance.
• Contributed to improved team performance through coaching, mentoring, and process enhancements.

• Supervised daily operations and led team members to meet performance, service, and quality standards.
• Managed employee scheduling and staffing to support business needs and maintain compliance with labor requirements.
• Trained, coached, and mentored employees to improve productivity and job performance.
• Addressed employee and customer concerns through effective communication and problem-solving.
• Delegated responsibilities and monitored performance to ensure operational efficiency.
• Collaborated with leadership to maintain consistent policy enforcement and team accountability.
• Fostered a positive work environment focused on teamwork, engagement, and customer satisfaction.

• Delivered exceptional customer service while accurately processing cash, credit, and check transactions.
• Maintained accurate cash drawer balances and completed end-of-shift reconciliation.
• Assisted customers with purchases, promotions, and product inquiries.
• Demonstrated reliability through flexible scheduling and consistent performance.