Summary
Overview
Work History
Education
Skills
Timeline
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Gilla Brazelton

Summary

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

22
22
years of professional experience

Work History

Recourse Operations Manager

BBVA / PNC
12.2010 - 12.2021


  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in improved service quality.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and maintained relationships with external vendors and suppliers.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Introduced new methods and practices to reduce turnaround time.
  • Trained new employees on proper protocols and customer service standards.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

Collections Representative

BBVA / PNC
12.2005 - 12.2010
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Reduced delinquency rates for assigned accounts through persistent follow-up and effective communication.
  • Enhanced client satisfaction with timely resolution of disputes and clarification of billing issues.
  • Boosted recovery percentages by establishing payment plans tailored to individual debtor circumstances.
  • Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
  • Exhibited strong time management skills, prioritizing tasks based on urgency and potential impact on business objectives.

Customer Service Representative

BBVA / PNC
12.1999 - 12.2005
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and improving overall user experience.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

Hartselle High School
Hartselle, AL
05.1986

Skills

  • Customer Service
  • Performance monitoring
  • Performance reporting
  • Workflow Optimization
  • Data Analysis
  • Team Leadership
  • Maintaining Compliance
  • MS Office

Timeline

Recourse Operations Manager

BBVA / PNC
12.2010 - 12.2021

Collections Representative

BBVA / PNC
12.2005 - 12.2010

Customer Service Representative

BBVA / PNC
12.1999 - 12.2005

High School Diploma -

Hartselle High School

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Gilla Brazelton