Taina LeBlue
Fort Worth,TX
Summary
Poised Collections Manager with 18 years of experience in mediating disputes between parties to deliver amicable resolutions to resolve delinquency. Independent-thinker talented in devising solutions specific to each conflict and situation. Active listener with attention on maintaining communication throughout case assessment and resolution.
Overview
18
18
years of professional experience
Work History
Servicing Team Lead
United Auto Credit
Fort Worth, TX
01.2023 - Current
- Maintain established departmental policies and procedures, objectives and customer service policies.
- Review and assign accounts recommended for repossession as determined by corporate/guidelines.
- Assist team members with questions, concerns, and complaints from other departments regarding delinquency.
- Resolve customer inquiries and complaints requiring management-level escalation.
- Assist in sending daily reports such as ranks and money moved.
- Performed other duties as assigned.
Resolutions Manager
Soleil Management LLC
Las Vegas, NV
08.2018 - 12.2022
- Negotiated settlements and agreements between parties by providing mutual support and driving resolutions.
- Utilized proven methods of dispute resolution by fostering understanding of opposing party's perspective.
- Initiated and completed foreclosure process for severely delinquent accounts.
- Demonstrated leadership by making improvements to work processes.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
Collections Manager
Tidewater Finance
Henderson, NV
07.2017 - 07.2018
- Completed monthly dialer strategies to ensure all accounts are being worked.
- Developed and managed performance objectives to drive results for collection of past due accounts.
- Ensured staff were properly trained, performed to company standards and kept current on all procedural changes.
- Monitored delinquency and service levels to ensure minimal abandoned calls.
- Met monthly key contact center performance goals for customer satisfaction, service levels, quality, productivity and key performance metrics.
- Recruited and screened potential candidates in order to conduct interviews for various positions.
- Performed other related duties as assigned to ensure effective operation of the department.
Account Resolution Manager
Carvana LLC
Tempe, AZ
05.2016 - 06.2017
- Managed a specialized team of 10 advocates working directly with escalated customers and complaints.
- Handled escalated calls from team.
- Worked directly with Legal department to respond to all complaints in order to maintain A+ rating with the Better Business Bureau.
- Researched and resolved external agency, attorney and compliance related complaints via BBB website and social media outlets.
- Observed and scored QA calls to provide continual training and guidance to employees.
- Conducted quality assurance calibration sessions with employees and upper management to ensure consistency with scorecards.
- Interviewed prospective employees and provided input to HR on hiring decisions.
Collections Manager
GFC Lending
Mesa, AZ
10.2013 - 05.2016
- Managed a team of 22 collections specialists responsible for contacting delinquent auto loan accounts from 1- 120 days past due.
- Oversaw and trained new employees on collection methods, documentation requirements and performance strategies.
- Assigned repossessions as required.
- Managed BHPH portfolio for Drivetime dealerships.
- Conducted monthly meetings with employees to review overall performance and attendance.
- Developed and implemented procedural changes to improve efficiency and productivity.
- Managed origination plan to align with corporate goals.
Senior Customer Service Representative
Lakeshore Learning Materials
Carson, CA
10.2005 - 09.2013
- Answered inbound calls pertaining to order status, delivery dates, damaged packages and more.
- Problem solved and analyzed current and past orders to ensure customer satisfaction and unconditional guarantee.
- Provided safety certifications and testing documents when requested.
- Maintained and built customer relations to cultivate positive and enduring relationships.
- Answered customer inquiries pertaining to backorder dates.
- Responded to all customer emails within 24 hours to ensure customer satisfaction.
- Primary point of contact for New York Board of Education.
Skills
- Performance tracking and evaluation
- Cost reduction
- Knowledge of FDCPA and CFPB
- Avaya/CRM/Salesforce Knowledge
- Collaborative
- Exceptional time management skills
- Conflict resolution
- Analytical, Customer-focused, Detail oriented and able to multi-task effectively
Accomplishments
- Completed and received an award for the Accelerated Management Program (AMP).
- Managed 350 million dollar growing auto-finance portfolio.
- Facilitated training and implemented coaching processes in order to enhance the customer experience.
- Developed and reviewed quality related documents to ensure client and customer satisfaction.
Skills
- Leadership mentoring
- Problem-solving
- Time management
- Superior attention to detail
- Risk assessment
- Knowledge of Fair debt practices
- Proficient in MS applications
- Type 67 WPM
Timeline
Servicing Team Lead
United Auto Credit
01.2023 - Current
Resolutions Manager
Soleil Management LLC
08.2018 - 12.2022
Collections Manager
Tidewater Finance
07.2017 - 07.2018
Account Resolution Manager
Carvana LLC
05.2016 - 06.2017
Collections Manager
GFC Lending
10.2013 - 05.2016
Senior Customer Service Representative
Lakeshore Learning Materials
10.2005 - 09.2013
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