Summary
Overview
Work History
Education
Skills
Timeline
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Lydia Gayton

Avon Lake,OH

Summary

Proven leader with a track record of enhancing team performance and customer satisfaction at Results-CX. Excelled in active listening and complex problem-solving, achieving consistent debt collection goals and improving organizational efficiency. Skilled in MS Office and CRM, demonstrating adaptability and a positive attitude in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Collections Agent

Discover
02.2021 - 05.2023
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Achieved performance goals on consistent basis.

Call Center Supervisor

Results-CX
06.2016 - 01.2021
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
  • Maintained up-to-date knowledge of products and services offered to customers.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

Assistant Manager

Dollar General
03.2011 - 05.2016
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Monitored sales trends to adjust pricing strategies for optimal profitability.

Education

High School Diploma -

Brookside High School
Sheffield Lake, OH
06.2001

Skills

  • Active listening abilities
  • Proficiency working with multiple applications such as zoom, MS Office, CRM
  • Excellent Communication
  • Attention to Detail
  • Problem-solving abilities
  • Team Leadership
  • Verbal and written communication
  • Complex Problem-Solving
  • Adaptability and Flexibility
  • Positive Attitude

Timeline

Collections Agent

Discover
02.2021 - 05.2023

Call Center Supervisor

Results-CX
06.2016 - 01.2021

Assistant Manager

Dollar General
03.2011 - 05.2016

High School Diploma -

Brookside High School

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Lydia Gayton