Summary
Overview
Work History
Skills
Timeline
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Joi Gallop

Orange Park,FL

Summary

Experienced collections professional with a 20-year track record of delivering results. Possesses strong communication, problem-solving, and relationship-building skills. Consistently demonstrates the ability to inspire and motivate teams. Proven success in cultivating high-performing teams and effectively driving organizational goals.

Overview

19
19
years of professional experience

Work History

Collections Training Moderator

ADT
05.2023 - Current
  • Trained and mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided coaching and feedback, ensuring employees are aware of department policies and procedures.
  • Developed lesson plans, instructional materials and written practice tests for the collections training department.
  • Facilitated virtual training and onboarding sessions.
  • Provided ongoing training to collections representatives and managers
  • Collaborated with trainers and moderators to achieve department goals, fostering a positive and collaborative work environment.

Team Lead

ADT
02.2022 - 05.2023
  • Assisted in the training of new hires
  • Communicated company goals and expectations to employees to increase productivity
  • Handled confidential and proprietary company data and information with discretion
  • Listened to recorded and live calls, providing feedback to increase team performance
  • Resolve problems and deescalate manager calls

Collections Agent

ADT
07.2020 - 02.2022
  • Assisted the manager/escalation team by helping peers with escalated calls and billing issues
  • Mentored and assisted with training new hires and fellow peers
  • Showed great ability in dealing with difficult customers in a professional and problem-solving manner
  • Assisted delinquent customers with bringing their account current utilizing effective negotiation skills
  • Consistently hit or exceeded department monthly goals
  • Training, guiding and mentoring
  • Excellent written and verbal communications skills
  • Self directed and high-performing
  • Team Member Motivation

Collections Agent

GC Services
01.2006 - 04.2020
  • Delivered exceptional customer service by providing accurate and relevant information to effectively address and resolve delinquent account issues.
  • Made an average of 250 outbound calls, handled inbound calls, and efficiently utilized a dialer system to manage call volume.
  • Supported new employee training and helped team members navigate complex customer interactions, including nonpaying clients.
  • Assisted delinquent card members by negotiating immediate or extended payment arrangements
  • Managed navigation across multiple screens while engaging with card members to provide accurate and timely information, ensuring assistance in bringing their accounts current.

Skills

  • Training
  • Problem-solving
  • Relationship building
  • Team motivation
  • Mentoring
  • Negotiation
  • Interpersonal communication
  • Clear verbal communication
  • Subject matter expertise
  • Remote learning

Timeline

Collections Training Moderator

ADT
05.2023 - Current

Team Lead

ADT
02.2022 - 05.2023

Collections Agent

ADT
07.2020 - 02.2022

Collections Agent

GC Services
01.2006 - 04.2020

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Joi Gallop