Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Foster

Belton,SC

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

18
18
years of professional experience

Work History

Sr. Manager of FCRA

Regional Management Corp
Greer, SC
01.2018 - 01.2025
  • Conducted regular performance appraisals for direct reports to provide feedback on their work performance.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Developed and implemented strategies to improve operational efficiency, reduce costs, and increase productivity.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Provided strategic direction to departmental heads regarding resource allocation decisions.
  • Collaborated with external vendors to negotiate contracts that met company requirements while minimizing costs.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Monitored compliance with industry regulations and company policies to mitigate risk.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
  • Identified areas of improvement within existing operations through process analysis and benchmarking studies.
  • Guided change management initiatives to ensure smooth adoption of new business practices.
  • Conducted performance reviews and provided feedback to direct reports for career development.
  • Implemented process improvements to increase operational efficiency and reduce costs.
  • Assigned work and monitored performance of project personnel.
  • Recruited and trained new employees to meet job requirements.
  • Oversaw quality assurance efforts to maintain high standards of product and service delivery.
  • Ensured compliance with applicable laws, regulations, policies, and procedures across all business units.
  • Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
  • Delegated work to staff, setting priorities and goals.
  • Created detailed reports on project progress for senior management review.
  • Produced thorough, accurate and timely reports of project activities.
  • Established effective communication channels between different departments within the organization.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.

Manager of Bankruptcy and FCRA

Regional Management Corp
Greer, SC
02.2016 - 01.2018
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Coordinated cross-departmental projects to ensure timely and successful completion.
  • Facilitated team meetings and workshops to foster collaboration and share best practices.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Monitored staff performance and addressed issues.
  • Developed and implemented strategic plans to achieve company objectives.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Ensured compliance with industry regulations and company policies.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Implemented quality control measures to uphold company standards.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Resolved customer complaints and issues promptly, maintaining a positive brand image.
  • Established and monitored KPIs to evaluate performance and identify areas for improvement.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Established processes to ensure efficient workflow throughout the organization.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Enhanced team morale and retention through recognition programs and career development opportunities.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Recruited and trained new employees to meet job requirements.
  • Managed risk by developing and implementing effective risk management strategies.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.

Manager of Collection Services

Regional Management Corp DBA Credit Recovery Assoc
Mauldin, SC
06.2013 - 02.2016
  • Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
  • Resolved disputes between customers and the company regarding billing errors or other matters.
  • Ensured compliance with applicable laws, regulations, policies, and procedures related to collections.
  • Reviewed reports generated by the collection system to identify trends or issues that need addressing.
  • Audited accounts regularly for accuracy of information entered into the collections system.
  • Created reports summarizing receivables activity for use in financial statements.
  • Drafted letters and emails requesting payment from customers with overdue balances.
  • Identified root causes of delinquencies and developed solutions to prevent future occurrences.
  • Maintained relationships with internal stakeholders such as accounting, sales, and customer service teams.
  • Coordinated with external legal counsel regarding enforcement actions on delinquent accounts.
  • Conducted reviews and evaluations for cost-reduction opportunities.
  • Managed a team of collectors responsible for contacting customers about past-due payments.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Conducted regular training sessions on best practices for collecting delinquent payments.
  • Developed and implemented strategies to improve collections processes and performance.
  • Monitored collection efforts of staff, identified areas for improvement, and provided guidance to ensure goals are met.
  • Provided timely updates to senior management on the status of collection activities.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Worked with cross-functional teams to achieve goals.

Collection Supervisor

Auto Credit of Greenville
Greenville, SC
11.2006 - 01.2013
  • Ensured compliance with applicable laws related to debt collection practices.
  • Monitored, evaluated, and reported on the performance of collectors against established goals.
  • Assisted in training new employees on proper collection techniques, policies, and procedures.
  • Utilized various software programs such as Microsoft Office Suite for reporting purposes.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Interpreted and explained work procedures and policies to brief staff.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Guided employees in handling difficult or complex problems.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Ensured compliance with applicable state laws governing debt collections practices.
  • Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Reviewed employees' work to check adherence to quality standards and proper procedures.
  • Developed work schedules according to budgets and workloads, covering priority tasks.
  • Analyzed customer accounts for payment trends and recommended appropriate action plans.
  • Recommended solutions related to staffing issues and proposed procedural changes to managers.
  • Researched and prepared reports required by management or governmental agencies.
  • Conducted weekly meetings with collection staff to discuss progress, issues, and best practices.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Developed relationships with external agencies such as credit bureaus in order to facilitate collections efforts.
  • Coordinated with legal counsel to initiate legal proceedings when necessary.
  • Participated in departmental meetings to provide updates on team's progress towards achieving goals.
  • Maintained accurate records of all collection activities in accordance with company policies and procedures.
  • Delegated work to staff, setting priorities and goals.
  • Researched customer disputes and complaints related to collections activities and took corrective actions as needed.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Developed and implemented collection strategies to ensure timely payments of overdue invoices.
  • Resolved customer complaints or answered customers' questions.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Implemented processes to streamline collection efforts such as automated email reminders and phone calls.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Education

Bachelor of Science - Electrical Engineering

ITT Technical Institute
Greenville
06-1993

Associate of Arts - College Transfers

Tri-County Technical College
Pendleton, SC
05-1991

High School Diploma -

Belton-Honea Path High School
Honea Path, SC
06-1989

Skills

  • Business performance management
  • Talent development
  • Corporate communications
  • Organizational development
  • Reporting management
  • Documentation and reporting
  • Cross-functional team leadership
  • Organizational improvement

Timeline

Sr. Manager of FCRA

Regional Management Corp
01.2018 - 01.2025

Manager of Bankruptcy and FCRA

Regional Management Corp
02.2016 - 01.2018

Manager of Collection Services

Regional Management Corp DBA Credit Recovery Assoc
06.2013 - 02.2016

Collection Supervisor

Auto Credit of Greenville
11.2006 - 01.2013

Bachelor of Science - Electrical Engineering

ITT Technical Institute

Associate of Arts - College Transfers

Tri-County Technical College

High School Diploma -

Belton-Honea Path High School

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Melissa Foster