Gregshunda R. Jefferson
O'Fallon,MO
Summary
Seasoned Collection Manager with a proven track record at U.S. Bank, enhancing debt recovery and operational efficiency through strategic leadership and cross-functional collaboration. Expert in Microsoft Office and adept in team management, I significantly improved collections outcomes and compliance adherence, leveraging project management skills to lead high-impact initiatives.
Overview
28
28
years of professional experience
Work History
Collection Manager I, Debt Management Recovery Team
U.S. Bank
St. Louis, MO
10.2020 - 08.2024
- Managed and oversaw the daily operations of 13 processors and 1 work coordinator, ensuring effective team performance and alignment with company goals
- Partnered with 15+ third-party debt management agencies to improve collections and recovery efforts
- Conducted weekly strategy meetings to enhance revenue generation and operational efficiency
- Developed and managed dialer strategies to maximize collections and reduce recovery losses
- Created and implemented training processes for new hires, emphasizing company policies, compliance, and best practices
- Provided leadership, mentoring, and performance coaching to team members, conducting bi-weekly coaching and performance discussions
- Ensured strict adherence to collection practices, compliance policies, and regulatory standards
- Managed monthly forecasting reports and handled multiple inbound lines for efficient customer service
- Tracked agent performance, time, and productivity, implementing improvements as needed
- Oversaw the BOT automation of input/output files, streamlining processes and ensuring accurate reporting
Collection Manager I, Account Maintenance Team
U.S. Bank
St. Louis, MO
12.2012 - 10.2020
- Chosen to lead the creation of a new team focused on special projects, overseeing the recruitment, training, and development of team members to achieve key performance objectives
- Managed 13 account processors and oversaw day-to-day operations, ensuring optimal team performance and achievement of goals
- Created and managed monitoring and tracking systems for special projects, becoming a subject matter expert (SME) in the process
- Developed dialer strategies to increase collections, reduce recovery losses, and improve operational efficiency
- Conducted interviews, participated in the hiring process, and developed training documentation for new employees
- Worked closely with internal and external business partners to complete projects and enhance departmental functions
- Reviewed agent calls for compliance with company policies and procedures, conducting coaching sessions to foster continuous improvement
Collection Supervisor, Payment Services
U.S. Bank
St. Louis, MO
05.1996 - 12.2012
- Managed production reports and dashboards for upper management, providing insights into team performance and progress
- Conducted interviews, hired staff, and managed daily operations, ensuring team goals were met
- Tracked agent time, completed weekly time sheets, and ensured adherence to productivity standards
- Led coaching sessions, team meetings, and performance reviews, ensuring alignment with organizational objectives
- Developed and implemented strategies to improve collections and reduce recovery losses
Education
Associate of Applied Science - Paralegal Studies
Florissant Valley Community College
St Louis, MO05-1995
Skills
- Microsoft Office (Word, Excel, PowerPoint, Access)
- Leadership: Team management, performance coaching, conflict resolution
- Project Management: Process optimization, special project oversight, cross-functional collaboration
- Collections & Compliance: Expertise in debt recovery, adherence to regulatory standards, customer relationship managementt
References
Available upon request.
Timeline
Collection Manager I, Debt Management Recovery Team
U.S. Bank
10.2020 - 08.2024
Collection Manager I, Account Maintenance Team
U.S. Bank
12.2012 - 10.2020
Collection Supervisor, Payment Services
U.S. Bank
05.1996 - 12.2012
Associate of Applied Science - Paralegal Studies
Florissant Valley Community College
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