Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
GENA MCNEIL

GENA MCNEIL

Burlington,NC

Summary

With a robust background at PRA Group enhancing talent through instructional design and e-learning development, I excel in fostering employee engagement and leadership development. Demonstrating a keen ability to implement comprehensive training programs, my approach has significantly improved team productivity and conflict resolution, positioning me as a pivotal asset in organizational growth and learning initiatives.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Credit Card Specialist

Alorica
Greensboro, NC
03.2025 - Current
  • Managed a large portfolio of existing customer accounts while ensuring compliance with banking regulations.
  • Monitored daily transaction volumes, balances, interest rates, and fees for all active credit cards.
  • Identified opportunities for cross-selling additional products or services to customers.
  • Reviewed customer applications for credit card approval.
  • Processed new account requests, including obtaining necessary documents from clients.
  • Responded to inquiries from customers regarding their credit cards and accounts.
  • Provided guidance to customers on how to use their credit cards responsibly and effectively.
  • Communicated with internal departments on any changes in customer accounts.
  • Assisted customers with payment plans and other special arrangements as needed.
  • Monitored and maintained compliance with internal controls and government regulations.
  • Requested financial documents from customers.
  • Developed comprehensive understanding of financial statements, enhancing opportunities to assess risk.

Talent Development Specialist

PRA Group Inc.
Burlington, NC
10.2022 - Current
  • Provides in person and virtual training and mentoring sessions
  • Monitors, evaluates and reports on the progress of new employees during the initial training period as well as employees who participate in advanced training programs
  • Actively participates in collaborative coaching and mentoring sessions with all employees to develop technical competencies; provides actionable feedback from sessions to management
  • Monitors call performance of standards concurrently; ensures that team members verify and update account information, properly document accounts; receives input from Quality Control and acts as needed
  • Productivity Monitoring and Improvement
  • Reviews status collection and outstanding balance reports and evaluates effectiveness of existing collection policies and procedures; makes recommendations improvements and/or additional training
  • Maintains accurate records of trainee performance and disciplinary actions during the training period; utilizes industry-recognized protocols for evaluating trainees' performance
  • Identifies team members who require remedial training or could excel in training in more advance topics; consults leadership as needed
  • Responsible for setting up and maintain training facilities and coordinating with Information Technology on automation upgrades, repairs and troubleshooting
  • Establishes and maintains an environment that encourages teamwork while contributing individual efforts and ethical behavior; responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility

Customer Solutions Associate

PRA Group
Burlington, NC
12.2017 - 10.2022
  • Trains employees on proper handling of customer account information, the Fair Debt Collection Practices Act (FDCPA) and the Fair Credit Reporting Act (FCRA), as well as company policies and procedures related to collection efforts using established collection training methods, techniques, and ideas.
  • Identifies and address FDCPA, FCRA or other company policy violations and advises management of potential acts that may result in litigation against the company
  • Works with customer to create affordable plans
  • Request's debit or ACH information to secure plans
  • Modifies plans as requested by customers
  • Takes appropriate action if customer disputes the account(s)
  • Listens for hardship cues in customer conversations and notes account appropriately
  • Update's customer account information including; telephone, mobile, address and email
  • Requests required letters to be mailed or emailed as appropriate to customers to notify of transfer of account, encourage payment of delinquent account or confirm agreements to settle account
  • Records information about financial status of the customer and status of collection efforts using automated collections software
  • Obtains and reviews appropriate correspondence and documents, both paper and electronic that pertain to the account
  • Establishes payment schedule, grants extensions of payment deadlines or temporary payment suspension
  • Settles accounts within limits authorized or obtains necessary information for supervisor to review/approve the settlement
  • Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility
  • Completes all required compliance or other training

Crew Member

McDonald's
Burlington, NC
04.2015 - 12.2017
  • Greeted customers in a friendly and professional manner, ensuring customer satisfaction.
  • Performed cashier duties such as accepting payments, issuing change, and counting money back to customers.
  • Coordinated with other crew members to complete assigned tasks quickly and effectively.
  • Handled customer complaints in a professional and courteous manner.
  • Demonstrated excellent communication skills when dealing with customer inquiries and complaints.
  • Placed orders into POS systems and handled cash and credit transactions.
  • Provided exceptional customer service by anticipating customer needs and responding promptly to their requests or concerns.
  • Restocked shelves with merchandise throughout shift.
  • Memorized food and drink recipes to prepare orders with speed and accuracy.
  • Followed all safety and security procedures to reduce risks.

Education

High School Diploma -

Hugh M Cummings High School
Burlington
06.2017

Skills

  • Instructional Design
  • E-Learning Development
  • Learning Management Systems
  • Cross-Functional Collaboration
  • Team Building
  • Career Development
  • Conflict Resolution
  • Employee Engagement
  • Active Listening
  • Data Analysis
  • Organizational Development
  • Emotional Intelligence
  • Problem Solving
  • Curriculum Design
  • Training Facilitation
  • Strategic Planning
  • Performance Management
  • Time Management
  • Onboarding Strategies
  • Leadership Development
  • Succession Planning
  • Project Management
  • Termination Documentation
  • Regulatory compliance
  • Payment processing
  • Customer communication
  • Banking systems proficiency
  • Attention to detail

Certification

  • IAPDA Sales Certified Debt Specialist

Timeline

Credit Card Specialist

Alorica
03.2025 - Current

Talent Development Specialist

PRA Group Inc.
10.2022 - Current

Customer Solutions Associate

PRA Group
12.2017 - 10.2022

Crew Member

McDonald's
04.2015 - 12.2017

High School Diploma -

Hugh M Cummings High School

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GENA MCNEIL