Lana Burlile
Waddell,AZ
Summary
IRU Team Supervisor with a proven track record of leading recovery teams to surpass performance and compliance targets. Expertise in coaching and analytics enhances team effectiveness and customer satisfaction. Committed to supporting organizational goals through strategic leadership and regulatory knowledge.
Overview
4
4
years of professional experience
Work History
Team Supervisor (IRU)
Discover Financial Services
03.2025 - Current
- Supervise and coach a team of 40 recovery specialists handling early- and late-stage delinquent accounts, ensuring compliance with company policy and federal regulations (FDCPA, UDAAP).
- Drive team performance to meet or exceed collection, quality, and customer experience KPIs, including cure rates, promise-to-pay adherence, and call quality scores.
- Conduct regular performance reviews, call monitoring, and one-on-one coaching sessions to improve productivity, compliance, and customer interactions.
- Analyze daily and monthly reports to identify trends, risks, and improvement opportunities; implement action plans to close performance gaps.
- Support onboarding and training of new hires, reinforcing recovery strategies, systems usage, and Discover’s customer-first culture.
- Partner with QA, compliance, and leadership to address escalations, disputes, and high-risk accounts.
- Maintain a positive, inclusive team environment while managing attendance, scheduling, and workload distribution.
- Recognize top performers and contribute to employee engagement and retention initiatives.
- Ensure accurate documentation and adherence to internal controls and regulatory requirements.
Legal Recovery Specialist (IHAC)
Discover Financial Services
01.2024 - 03.2025
- Managed a high volume of legal recovery cases, ensuring timely resolution and strict legal compliance.
- Negotiated settlements with debtors and legal representatives, achieving favorable outcomes while adhering to regulatory requirements.
- Utilized advanced collection software to prioritize, track, and manage accounts efficiently.
- Conducted skip tracing to locate hard-to-find debtors, improving recovery rates.
- Resolved complex disputes and handled difficult customer interactions with professionalism.
- Participated in employee training programs and mentored new staff on best practices in legal recovery.
Senior Account Manager
Discover Financial Services
Phoenix, AZ
01.2022 - 01.2024
- Transitioned across multiple departments (LVAR, MVAR, HVAR), contributing to diverse recovery initiatives.
- Partnered with management to analyze and report daily performance metrics, including call volume, contact rates, and KPIs.
- Implemented innovative recovery strategies that reduced delinquency rates and improved collection outcomes.
- Developed financial literacy initiatives to help customers better manage debt and prevent future delinquency.
- Mentored junior specialists, driving improved performance and higher recovery rates.
- Optimized recovery processes through strategic planning and continuous improvement initiatives.
Education
Associate of Business Administration and Management -
Rio Salado College
Phoenix, AZ01-2026
Skills
- Legal recovery and asset management
- Settlement negotiation and conflict resolution
- Skip tracing and debtor location
- KPI development
- Leadership and team management
- Strategic planning and process optimization
- People management and mentorship
- Communication and customer relations
- Prioritization and time management
- Performance improvement strategies
- Coaching and mentoring techniques
- Onboarding and orientation processes
- Employee engagement initiatives
Timeline
Team Supervisor (IRU)
Discover Financial Services
03.2025 - Current
Legal Recovery Specialist (IHAC)
Discover Financial Services
01.2024 - 03.2025
Senior Account Manager
Discover Financial Services
01.2022 - 01.2024
Associate of Business Administration and Management -
Rio Salado College