Jessica Ladner
Duncanville,TX
Summary
Business operations professional focused on policy development, workforce analytics, training, and performance management. Known for improving efficiency, supporting employee development, and using reporting, compliance reviews, and collaborative problem-solving to strengthen team performance and operational results.
Overview
17
17
years of professional experience
Work History
Recovery Manager
American First Finance
Coppell, Texas
10.2019 - 10.2026
- Managed delinquent consumer finance accounts and recovery workflows for American First Finance.
- Developed and implemented strategies that achieved recovery goals, enhancing overall recovery performance.
- Reviewed recovery cases to ensure compliance with lending and debt collection policies, mitigating potential legal risks.
- Maintained relationships with external vendors to optimize debt collection and recovery services, ensuring alignment with company objectives.
- Analyze workforce and operational metrics to identify trends and improve business performance.
- Analyzed data to identify areas in need of improvement and develop solutions to address them.
- Lead cross-functional initiatives involving Operations, Compliance, Legal, IT, and external business partners.
- Create executive reporting and KPI dashboards supporting strategic decision-making.
- Ensure compliance with company policies and applicable regulatory requirements.
Senior Recovery Support II
Hyundai Capital America
Plano, Texas
12.2016 - 10.2019
- Began role as Recovery Analyst II, focusing on data analysis and client support.
- Supported senior leadership in workforce planning and vendor performance management.
- Conducted monthly performance review meetings and developed action plans for continuous improvement.
- Coordinated employee onboarding and training programs, enhancing cross-functional learning initiatives.
- Delivered classroom and virtual training presentations for employees.
- Served on the Employee Engagement Committee, helping organize employee recognition programs, events, and communication initiatives.
- Produced workforce analytics and executive reports, informing operational planning decisions.
- Partnered across departments to streamline communication, ensure compliance, and optimize business processes.
- Assisted with interviewing initiatives and employee development activities.
- Collaborated with team members to improve workplace efficiency and morale.
Senior Collections Portfolio Support Specialist /
Mercedes-Benz Financial Services
Haslet, Texas
11.2011 - 12.2016
- Promoted from Lease Remarketing Senior Program Advisor / Subject Matter Expert to Senior Collections Support Specialist in 2014
- Supported Mercedes-Benz Financial Services customers with lease and loan account questions.
- Collaborated with internal teams to efficiently resolve escalated customer queries.
- Reviewed customer documents for accuracy and compliance with financial policies.
- Managed queues to optimize customer service efficiency.
- Tracked skip accounts to support collection efforts.
- Resolved customer issues with knowledgeable and friendly service, enhancing overall satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified and implemented creative solutions to exceed customer satisfaction.
Front Office Manager
Marriott Courtyard
Fort Wayne, IN
06.2010 - 11.2011
- Managed daily operations of the front office, including greeting guests, answering phone calls, and responding to emails.
- Provided leadership to ensure that all Front Office team members are delivering excellent customer service.
- Maintained top national guest satisfaction rankings.
- Developed and implemented strategies to maximize guest satisfaction and optimize operational efficiency.
- Managed payroll, scheduling, and employee performance to ensure smooth daily operations.
- Interviewed, hired, onboarded, and trained the hotel's opening front desk team.
- Supervised front office staff and supported daily shift coverage
- Developed training programs and recognition initiatives to support employee growth and morale.
- Created incentive programs to enhance employee engagement and elevate guest satisfaction.
- Monitored loyalty program enrollment and guest preference records
- Achieved budget targets through careful financial planning and monitoring of expenses. and quality standards by proactively leading team members and monitoring operations.
Area Operations Manager
Extended Stay Hotels
Fort Wayne, Indiana
11.2009 - 06.2010
- Hotel Manager for Extended Stay America in Fort Wayne, IN from 2007 and promoted to Area Operations Manager for South Bend/Mishawaka area in 2009
- Directed multi-property operations for extended-stay hotel locations.
- Ensured compliance with brand standards across Extended Stay Hotels properties to uphold quality and guest satisfaction.
- Managed expenses, streamlined operations, and developed operating budgets to enhance financial performance.
- Oversaw financial management, budget management, accounting and payroll activities.
- Implemented innovative strategies designed to increase efficiency while reducing costs.
- Supervised front desk, housekeeping, and maintenance teams.
- Supported and planned various effective marketing and sales strategies.
- Created marketing strategies and campaigns to elevate brand awareness and attract new customers.
- Supported market research, competitor tracking, and customer insight reviews.
- Prepared detailed marketing forecasts on daily, weekly and quarterly basis.
Education
Associate of Business Management - Business Administration And Management
Columbia-Greene Community College
Hudson, NY06-2000
Skills
- Debt Recovery Planning
- HR Compliance
- Policy development
- Performance Management
- Operational Efficiency
- Process Improvement
- Workforce Analytics
- Change Management
- Cross-Functional Collaboration
- Vendor management
- Operational Training
- Coaching & Mentoring
- Talent Development
- Employee Relations
- Microsoft Excel
- Microsoft Office Suite
- Tableau
- SharePoint
- ADP Payroll
- Analytical skills
- Analytical thinking
- Effective communication
- Listening skills
- Team Performance
- Team building
- Team building
PROFESSIONAL HIGHLIGHTS
- 15+ years of leadership and employee development experience. - Extensive experience conducting employee training and onboarding. - Proven success improving organizational processes and team performance. - Strong background in employee engagement, coaching, and cross-functional leadership. - Experienced presenting to executive leadership and facilitating business meetings.
SPECIALTY LINE
Vendor Relations | Talent Development | Performance Management | Training & Compliance
Affiliations
- Hiking, fishing, anything outdoors
Timeline
Recovery Manager
American First Finance
10.2019 - 10.2026
Senior Recovery Support II
Hyundai Capital America
12.2016 - 10.2019
Senior Collections Portfolio Support Specialist /
Mercedes-Benz Financial Services
11.2011 - 12.2016
Front Office Manager
Marriott Courtyard
06.2010 - 11.2011
Area Operations Manager
Extended Stay Hotels
11.2009 - 06.2010
Associate of Business Management - Business Administration And Management
Columbia-Greene Community College