Kealan Oates
Las Vegas
Summary
I am looking for the opportunity to display my skills and knowledge that I have gained over 29 years of experience in customer service/collection business. I look forward to gaining more knowledge from taking on this new position with your company
Overview
30
30
years of professional experience
Work History
Collection Representative II -S2
Credit One
04.2024 - Current
- Assertively communicate the importance of resolving delinquency to customers
- Use experience and product knowledge to effectively overcome objections and resolve outstanding issues in a professional and controlled manner
- Review and analyze the situation of each cardholder and recommend payment plans following company guidelines
- Demonstrate knowledge and proper presentation of all methods of payment to cure the account while promoting card utility
- Possess product knowledge and educate cardholders about the proper management of their account
- Adhere to all FDCPA (Fair Debt Collections Practices Act) rules and regulations
- Perform other duties as assigned
Credit Bureau (Fraud) Disputes (WFH) Unit Manager
Capital One
05.2021 - 01.2024
- Provide leadership to my Credit Bureau (Fraud) Dispute team through training, during 10/10's, staff meetings, current and future career development
- Review direct team performances daily
- Complete weekly review of teams Credit bureau dispute case work
- Collaborate with HR to address discipline issues on team when needed.
- Manage direct team's monthly expense budget.
- Special projects assigned by Sr. Leadership
- Weekly reviewed and approved team's time sheets.
- Created contest and engagement activities for teams.
- Partner with peers and Sr. Leadership to establish individual associates and credit bureau dispute department goals.
- Deliver Mid-year and End of Year performance reviews to each member of my direct team.
Loss Mitigation -Unit Manager
Capital One
05.2018 - 05.2021
- Provided leadership to outbound & inbound collection teams through training and during 10/10's, staff meetings, current and future career development.
- Reviewed direct team collection performances daily.
- Completed quality monitors on team weekly.
- Collaborate with HR to address discipline issues on team when needed.
- Managed direct team's monthly expense budget.
- Provided mentorship to new Front-Line Managers.
- Travel to vendor sites to provide up training on collection policies and procedures
- Special projects assigned by Sr. Leadership in timely matters
- Weekly reviewed and approved team's time sheets.
- Created contest and engagement activities for team and department
- Handle with escalated customer service issues and complex calls
- Partner with peers and Sr. Leadership to establish individual associates and collection department goals
- Created and shared with Sr. Leadership daily, weekly, and monthly performance reports on direct team and department
- Collaborate with staffing and dialer team daily to ensure proper staffing in the collection department.
- Assisted with hiring new associates in the collection department
Loss Mitigation Floor Supervisor
Capital One
03.2013 - 05.2018
- Help manage daily collection department operations
- Handle with escalated customer service issues and complex calls
- Assisted in improving associates in their overall quality and collection performance.
- Regularly trained, coached, developed, and mentored other associates in the department.
- Assisted manager(s) with special projects assigned to their teams
- Travel to vendor sites to provide up training on collection policies and procedures
- Partnered with peers to create contest and engagement activities for the department
- Created and managed committee to review department inbound and out bound policies and procedures to be reviewed by Senior leadership
- Provided mentorship to new supervisors.
SR. Risk Coordinator
Capital One
10.2006 - 03.2013
- Assisted collection floor with improving them.
- I have been OJT for collection department's team captain of multiple teams on collection floor.
Cell Phone Tech (SPRINT)
Alorica
07.2006 - 10.2006
- Handle customer billing questions and any other concerns customers may have about their account.
- Attempted to up sell existing customers new products and services for their cell phone or account
- Offered friendly and efficient service to customers, handled challenging situations with ease
Collection Manager
Aarons Sale And Lease
04.2005 - 07.2006
- I managed all collection affords (including door-to-door collections) for the store.
- I assisted sales reps. with in-store and door-to-door sales.
- Balanced monthly general ledger accounts to accurately record cost and month end accruals
- Oversaw daily posting of payments to customer accounts
- Documented interactions in computer database and updated information
- Contacted customers to discuss late payments and options for remitting amounts due
Collection Manager
Ameri-ck
02.1996 - 03.2005
- Trained all the new collectors (including Fdcpa, and company policy and procedures).
- Produced different incentive programs for the collection department.
- Manage all escalated calls from customers for the collection department
- Balanced monthly general ledger accounts to accurately record cost and month end accruals
- Supervised staff of collectors, monitoring phone calls and letters
- Adhered to establish guidelines to increase profits and collect supplier payments
- Documented interactions in computer database and updated information
- Composed effective accounting reports summarizing accounts payable data
- Researched accounts and completed due diligence to resolve collection problems
Education
Bachelor of Science - Business Management
Lincoln University
Jefferson City, MO01.1996
Business Management - undefined
Alabama State University
Montgomery, AL01.1994
High School Diploma - undefined
Edison High School
TULSA, OK05.1993
Skills
- FDCPA (Fair Debit Collection Practices Act)
- Interpersonal skills
- Project management
- Written communication
- Verbal communication
- Data analysis
- Collection industry trends
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
Timeline
Collection Representative II -S2
Credit One
04.2024 - Current
Credit Bureau (Fraud) Disputes (WFH) Unit Manager
Capital One
05.2021 - 01.2024
Loss Mitigation -Unit Manager
Capital One
05.2018 - 05.2021
Loss Mitigation Floor Supervisor
Capital One
03.2013 - 05.2018
SR. Risk Coordinator
Capital One
10.2006 - 03.2013
Cell Phone Tech (SPRINT)
Alorica
07.2006 - 10.2006
Collection Manager
Aarons Sale And Lease
04.2005 - 07.2006
Collection Manager
Ameri-ck
02.1996 - 03.2005
Business Management - undefined
Alabama State University
High School Diploma - undefined
Edison High School
Bachelor of Science - Business Management
Lincoln University
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