Kimble Owens
Mesquite,TX
Summary
Seasoned Collections Supervisor with 24 years of experience. Built and trained strong team of collections agents to minimize customer disputes and maximize amounts collected. Efficiently handled administrative tasks related to management, including documentation and scheduling.
Overview
24
24
years of professional experience
Work History
Collections Supervisor
MEI
2019.02 - Current
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Researched accounts and completed due diligence to resolve collection problems.
- Interviewed and assisted in selection of candidates for collections positions on team of 21.
- Reduced delinquency rates with proactive account management and timely followups.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Prepared and delivered performance reviews of collections agents to support continuous improvement of department.
- Identified needs and provided training to clarify expectations of collections agents.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Achieved performance goals on consistent basis.
- Trained new team members on scripts, company services, and collection strategies.
Collections Supervisor
BV Financial
2015.09 - 2019.02
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Interviewed and assisted in selection of candidates for collections positions.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Prepared and delivered performance reviews.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Set up and updated customer accounts and CRM with interactions, payments and personal information.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
- Achieved performance goals on consistent basis.
- Trained new team members on scripts, company services, and collection strategies.
- Used skip tracing and other techniques to locate debtors.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Interceded between employees during arguments and diffused tense situations.
Collection Supervisor
Concorde Auto Acceptance
2000.04 - 2015.09
- Negotiated payment arrangements with clients experiencing financial difficulties, demonstrating empathy and understanding while maintaining a firm commitment to recovering outstanding debt balances.
- Conducted regular performance reviews for staff members, identifying areas for improvement and creating action plans to address them.
- Collaborated with credit analysts to evaluate customer creditworthiness, assisting in the reduction of overall bad debt exposure.
- Improved customer relationships with tactful negotiation skills and empathetic communication techniques.
- Maintained accurate records of all collections activities, ensuring compliance with regulatory standards and company policies.
- Optimized call center operations by streamlining call scripts and schedules for maximum effectiveness in reaching delinquent accounts holders.
- Mentored new hires on best practices in collections, fostering a culture of continuous learning and professional development.
- Increased recovery rates by developing tailored payment plans that catered to individual debtor circumstances.
- Implemented proactive measures to minimize bad debt exposure by conducting risk assessments on high-risk accounts before granting credit extensions or terms adjustments.
- Reduced delinquency rates by consistently monitoring collections activities, setting targets, and providing feedback to staff members.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Kept high average of performance evaluations.
Education
High School Diploma -
Justin F Kimball High School
Dallas, TX05.1993
Skills
- Credit Reporting
- Staff Coaching
- Employee Retention
- Process Improvements
- Payment Negotiation
- Collection Law Compliance
- Collections Procedures
- Call Management Systems
- Call center experience
- Collections
- Account Review
- New Hire Training
- Conflict resolution techniques
- Performance Improvements
- Team Oversight
- Credit and collections
- Payment Acceptance
- Decision-Making
- Microsoft Office
- Phone and Email Etiquette
Timeline
Collections Supervisor
MEI
2019.02 - Current
Collections Supervisor
BV Financial
2015.09 - 2019.02
Collection Supervisor
Concorde Auto Acceptance
2000.04 - 2015.09
High School Diploma -
Justin F Kimball High School
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