Melisia Baker
Canton,USA
Summary
Results driven and compassionate professional with proven leadership experience overseeing teams and optimizing client outcomes. Skilled in developing and implementing care strategies, improving operational efficiency and ensuring compliance organizational standards. Extremely adept at balancing high-volume caseloads with a focus on high quality. Strong communicator and problem solver with a track record of training and mentoring staff, driving performance and fostering relationships between clients and agents.
Overview
15
15
years of professional experience
Work History
Supervisor of Recovery Performance Operations
Millennium Capital & Recovery
Akron, OH
10.2022 - Current
- Supervised daily operations to ensure compliance with company policies and industry regulations.
- Led team meetings to align on objectives, improve communication, and enhance productivity.
- Onboarded and trained new employees.
- Streamlined workflow processes, resulting in improved turnaround times and reduced operational bottlenecks.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Maintaining accurate and up to date records on assignments and communicating that information to the necessary parties.
- Working with clients and a network of agents to facilitate the repossession of collateral.
- Skip tracing for unit location information, and initiating contact with consumers where permitted.
Case Manager/SkipTracer
Millennium Capital & Recovery
Hudson, OH
08.2017 - Current
- Requests, maintains and provides updates to clients on all accounts per their specific update compliance requirements.
- Provides day to day oversite of assigned accounts, including address management and monitoring agent performance.
- Completes Holds/Closes by changing status, sub-status and notifying agent.
- Provides superior customer service to agents and clients.
- Takes incoming and places outgoing calls regarding the assignments, case management, updates, and other potential concerns for clients or agents.
- Advises Order Entry department when there are additional fees needed, mileage requests or agent declines.
- Skip traces accounts or sends account for skip tracing when an account has reached a point where all leads have been exhausted.
ACS Administrative Lead
Max Touch Services
Atlanta, GA
10.2011 - 05.2017
- Ran and reconciled credit card payments as required.
- Researched and distributed all incoming e-mails to the appropriate department heads.
- Organized all cash payments, prepared reconciliations, forwarded payments and applicable documentation to the accounting department.
- Researched all bankruptcy documents received.
- Documented accounts and transferred accounts into appropriate queues for distribution to management.
- Responded to payment disputes as provided by credit card and ACH.
- Researched and recommended responses to customer complaints as directed by General Counsel.
Education
No Degree -
Georgia Piedmont College
Decatur, GAHigh School Diploma -
Jasper County High School
Monticello, GaSkills
- Customer service
- Time management
- Staff management
- Decision-making
- Employee motivation
- Training and mentoring
- Goal oriented
- Attention to detail
- Microsoft Office experience
- Coaching and mentoring
- Organizational skills
- Problem resolution
Timeline
Supervisor of Recovery Performance Operations
Millennium Capital & Recovery
10.2022 - Current
Case Manager/SkipTracer
Millennium Capital & Recovery
08.2017 - Current
ACS Administrative Lead
Max Touch Services
10.2011 - 05.2017
No Degree -
Georgia Piedmont College
High School Diploma -
Jasper County High School