Kristy Teed
Caledonia,NY
Summary
Results-driven Collections Specialist with 19 years of proven success in persuading customers and securing payments. Expertise in conducting thorough research, combined with exceptional follow-through and meticulous attention to detail, ensures effective resolution of outstanding accounts. A consistent track record of exceeding productivity, quality, and performance standards demonstrates a commitment to driving success in fast-paced environments. Recognized for the ability to adapt strategies that not only meet but surpass targets, fostering strong relationships and enhancing overall collection efforts.
Overview
18
18
years of professional experience
Work History
Senior Collections Specialist
Transworld Systems Inc.
Remote
04.2025 - Current
- Managed the collection of defaulted student loan accounts in compliance with federal and organizational guidelines.
- Assisted borrowers by explaining repayment options and enrolling them in voluntary repayment plans to cure the default.
- Performed skip tracing and contacted third parties to obtain accurate borrower location and contact information.
- Consistently met and exceeded performance expectations
- On pace to collect an estimated 500,00 in cash per year
Senior Collections Specialist
Williams and Fudge
Remote
10.2022 - 04.2025
- Managed the collection of defaulted student loan accounts in compliance with federal and organizational guidelines.
- Assisted borrowers by explaining repayment options and enrolling them in voluntary repayment plans to cure the default.
- Performed skip tracing and contacted third parties to obtain accurate borrower location and contact information.
- Consistently met and exceeded performance expectations
- Collected over a 1,000,000 in cash during my employment
Department Manager Unemployment Insurance
Pioneer Credit Recovery/Navient
Remote
05.2020 - 12.2022
- Managed a remote team of approximately 24 telephone Customer Service Representatives (CSRs), overseeing all aspects of the employee lifecycle, including interviewing, coaching, performance management, and terminations.
- Facilitated a high-volume Teams chat supporting 50+ CSRs, answering rapid-fire, real-time customer inquiries while simultaneously navigating the unemployment system of record to provide accurate, concise information.
- Mastered and continuously updated knowledge of rapidly changing Pandemic Assistance FAQs and government regulations to ensure accurate and compliant guidance.
- Evaluated CSR performance through extensive live and recorded call monitoring, regularly completing 100+ evaluations per month and delivering actionable feedback to drive quality and efficiency.
- Promoted empathy, rapport-building, and de-escalation techniques to support customers experiencing financial hardship.
- Acted as a management-level second voice for escalated calls or when CSRs lost control of the conversation, ensuring resolution and compliance.
- Created and distributed department-wide PowerPoint training documents and facilitated numerous group and individual training sessions.
- Served as the primary onboarding resource for new management, providing comprehensive training on policies, systems, and procedures.
- Identified and communicated trends, discrepancies, and recurring issues in customer inquiries and system data to senior leadership.
- Conducted weekly team meetings to review updates, reinforce procedures, and maintain team engagement.
- Completed daily managerial duties, including running operational reports (break/lunch adherence, call counts, hold times, etc.), maintaining twice-daily attendance logs, and updating spreadsheets with special-circumstance customers per Indiana Department of Workforce Development guidelines.
Unit Collections Manager
Pioneer Credit Recovery/Navient
Perry, NY, Remote
05.2018 - 12.2020
- Managed a team of 8-14 collection specialists responsible for enrolling student loan borrowers into federally backed repayment and rehabilitation programs.
- Oversaw team performance by tracking individual collector targets and driving achievement of four major monthly goals, consistently surpassing 100% of expectations.
- Monitored 50+ calls per month and routinely exceeded 100+ to assess training needs, ensure quality, and identify potential compliance infractions requiring progressive discipline.
- Led regular one-on-one coaching sessions and group training meetings to strengthen skills, improve communication, and elevate overall team productivity.
- Served as a second voice on escalated or difficult calls, providing guidance and ensuring adherence to compliance standards.
- Completed daily account audits for a portfolio of 1,000+ borrower files, identifying high-liquidation opportunities and ensuring accurate documentation.
- Executed complex end-of-month processes, including validation of performance data for all major targets, error identification, and timely correction.
- Ran system reports to enhance collector productivity, maintain file accuracy, and verify required compliance steps related to call documentation and skip tracing.
Collection Supervisor
Pioneer Credit Recovery/Navient
Perry, NY
03.2013 - 12.2020
- Supported day-to-day training, development, and oversight of collection teams to ensure strong performance and operational consistency.
- Ensured strict adherence to FDCPA regulations while maximizing collection results for the company and its clients.
- Recognized with an Excellence Award for outstanding performance and leadership
Senior Collector II
Pioneer Credit Recovery/Navient
Perry, NY
07.2012 - 03.2013
- Performed the full scope of Collection Supervisor responsibilities prior to the formal creation of the role, with the primary distinction being a requirement to achieve 75% of all Collector I performance targets.
- Demonstrated readiness for promotion by consistently meeting expectations and executing supervisory duties effectively.
Collector I
Pioneer Credit Recovery/Navient
Perry, NY
10.2007 - 07.2012
- Managed the collection of defaulted federal student loan accounts while adhering to required guidelines and compliance standards.
- Guided borrowers through repayment options and assisted in enrolling them in voluntary repayment and rehabilitation programs.
- Conducted skip tracing and contacted third parties to obtain accurate borrower location and contact information.
- Consistently met four key performance targets to qualify for incentive-based bonuses, demonstrating strong productivity and results.
Education
Bachelor of Science - 2025 Medical Billing for CPB Preparation
AAPC
2025 Medical Billing for CPC Preparation
AAPC
Bachelor of Science - Multimedia Design & Imaging
Rochester Institute of Technology
Associates of Science - Graphic Design
Genesee Community College
Timeline
Senior Collections Specialist
Transworld Systems Inc.
04.2025 - Current
Senior Collections Specialist
Williams and Fudge
10.2022 - 04.2025
Department Manager Unemployment Insurance
Pioneer Credit Recovery/Navient
05.2020 - 12.2022
Unit Collections Manager
Pioneer Credit Recovery/Navient
05.2018 - 12.2020
Collection Supervisor
Pioneer Credit Recovery/Navient
03.2013 - 12.2020
Senior Collector II
Pioneer Credit Recovery/Navient
07.2012 - 03.2013
Collector I
Pioneer Credit Recovery/Navient
10.2007 - 07.2012
2025 Medical Billing for CPC Preparation
AAPC
Bachelor of Science - Multimedia Design & Imaging
Rochester Institute of Technology
Associates of Science - Graphic Design
Genesee Community College
Bachelor of Science - 2025 Medical Billing for CPB Preparation
AAPC