ERICA GUMZ
Glendale,AZ
Summary
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
7
7
years of professional experience
Work History
Supervisor
Empereon Constar
Phoenix, AZ
08.2021 - Current
- Overlook 20 productive agents
- Process payments accurately and efficiently
- Responsible for reviewing accounts to waive fees, approve extensions, and/or adjust accounts as needed
- Identify and correct mistakes made by agents
- Discuss and explain services with clients, as well as finding solutions through the different methods we offer
- Review accounts with disputed bills
- Attend meeting with clients-Call Effectiveness, Touchpoints, Testing, etc
- Responsible for loading the dialing system with files/accounts for the day- up to 30 files
- Reporting for previous business day(s) – Production hours, Penetration, and Daily Dialing Report
- Overlook QA scores sheets distributed to agents
- Hold the agents to a high standard in reference to attendance, performance, etc. regarding policy set forth by the company
- Hold 1-on-1 meetings with agents monthly
- Innovate new ideas for the company – Contests, Incentives etc
- Review calls and timecards for accuracy
- Department: Harley Davidson
Department Trainer
Empereon Constar
Phoenix, AZ
03.2020 - 08.2021
- Assisted with onboarding process of new hires
- Organized training presentations within PowerPoint
- Organized training activities with multiple computer applications
- Reviewed and analyzed inbound and outbound calls for compliance purposes
- Implemented new hire compliance lessons to ensure company and client standard as well as legal safety
- Trained new hires with call flows, processing payments, State and Federal laws, procedures, professionalism.
Quality Assurance Agent
Empereon Constar
Phoenix, AZ
10.2019 - 03.2020
- Listened and graded 10 calls from each agent (40-50) per month
- Analyzed each call to ensure the agents were following all compliance laws
- Created and documented excel spreadsheets to show the quality of each call
- Attended weekly Call Effectiveness meetings with the client
- Provided coachings with agents monthly to review understanding and correct mistakes
- Provided rewards to agents that exceeded our company and client’s expectations
- Worked directly with the Director of Operations to align both company and client needs
Collection Agent
Empereon Constar
Phoenix, AZ
07.2019 - 10.2019
- Made collection efforts to delinquent luxury vehicle customers
- Built rapport with customers
- Understood their financial hardships by showing empathy
- Assisted customers with various tools to ensure they adhere to their contract
- De-escalated upset customers
- Negotiated payment arrangements according to the customers situation
- Reviewed the customers account, including history, negative affects and solutions.
- Followed all FDCPA guidelines
- Used databases to locate customers current phone numbers
- Applied up-trainings to effectively increase collections
Intern
Point Park University Athletic Department
Pittsburgh, PA
02.2019 - 05.2019
- Served as an Administrator and direct assistant to Athletic Director Point Park University
- Created a study and marketing plan to increase student attendance at athletic events
- Audited and monitored confidential expense reports and notified discrepancies to AD
- Managed recruitment and award nominations
- Assisted Operations for the Point Park Baseball Team
- Performed administrative and general office duties
Education
Bachelor of Science Degree - Sports Arts Entertainment Management
Point Park University
Pittsburgh, PA05.2019
A.A. - Kinesiology
Mt. San Antonio College
Walnut, CA06.2017
Skills
- Customer-focused service
- Collaborative teamwork
- Excel proficiency
- Awareness of regulatory compliance requirements
- Staff management
- Attention to detail
- Staff development
Timeline
Supervisor
Empereon Constar
08.2021 - Current
Department Trainer
Empereon Constar
03.2020 - 08.2021
Quality Assurance Agent
Empereon Constar
10.2019 - 03.2020
Collection Agent
Empereon Constar
07.2019 - 10.2019
Intern
Point Park University Athletic Department
02.2019 - 05.2019
A.A. - Kinesiology
Mt. San Antonio College
Bachelor of Science Degree - Sports Arts Entertainment Management
Point Park University