MISTY D. SHACKELFORD
Newburgh,IN
Summary
Experienced professional with a strong background in client relationship management. Delivers high levels of client satisfaction and loyalty. Fosters collaboration within teams and adapts to changing needs for impactful outcomes. Skilled in strategic planning, problem-solving, and effective relationship management. Recognized for exceptional communication, leadership, and consistently delivering results in high-pressure environments.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Senior Client Relationship Manager
FIS
Newburgh, IN
09.2009 - Current
- Managed a diverse portfolio of accounts, ensuring consistent communication and personalized support.
- 24 years of experience of full service Credit Issuing for consumer and commercial credit platforms and supporting products.
- 10 years of experienced managing Debit program processing on RAFT and utilizing products such as EFT/Card Network, various core providers and ATMs.
- 10 years of Prepaid servicing and configuration (3 yrs) experience, including clients residing on Vantiv, Worldpay and FIS platforms.
- Assess client needs and/or issues, implement solutions, and follow up with clients to resolve any remaining issues to ensure customer satisfaction.
- Host status calls with both internal and external partners to keep everyone informed on initiatives in development.
- Conduct regular business reviews with clients, sharing performance metrics and discussing future goals and objectives.
- Serve as an escalation point for critical client situations, ensuring prompt resolution and maintaining high levels of satisfaction.
- Proactively seek and encourage opportunities for enhancement on internal controls and procedures that will improve customer experience.
- Collaborate with the management and sales teams to ensure goals are aligned.
- Developed and conducted tailored training sessions to improve client understanding of application software features and functionalities.
- Championed customer-centric culture internally, advocating for clients' needs during strategy meetings with senior leadership.
- Evaluate client feedback to drive continuous improvement initiatives within the company's products and services offerings.
Collections Supervisor
CMC (Acquired by Vantiv/Worldpay)
Evansville, IN
08.1997 - 09.2009
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Researched accounts and completed due diligence to resolve collection problems.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Mentored junior staff members on best practices in debt collection techniques and procedures.
- Investigated and reviewed credit risks and collections.
- Prepared and delivered performance reviews of 42 collections agents to support continuous improvement of department.
- Scheduled regular team meetings to review goals, analyze results data, discuss challenges faced during the collection process.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
- Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices.
- Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
Education
High School Diploma -
Fort Madison High School
Fort Madison, IASkills
- Advocacy and Support
- Client Relationship Management
- Client Education
- Collaborative Teamwork
- Effective Communication Skills
- Strong Organizational Abilities
- Detail-oriented
- Time management
Certification
- Visa's Digital Currency Fundamentals: Blockchain, Cryptocurrency and NFTs - Badge received December 2024
- Visa's Introduction to Portfolio Management - Badge received December 2024
Prestigious Awards
Leading Through Change Award in 2015: Showcased my efforts of onboarding a large client to a new platform and played a significant role in setting up their user access, conducting the training and managed ongoing support.
Business Partner of the Year in 2017: Nominated by leadership, you must perform at the hightest level and receive recognition regularly by both internal partners and clients. This award came with a significant bonus and was delivered by the President of Merchant & Financial Institution Services.
Vantiv Employee of the Month in November 2016: An Executive leader nominated me for this prestigious company-wide award by saying:
“Misty continues to have a winning attitude in all that she does. Her professionalism and laser focus in solving problems quickly for has been outstanding! Misty always takes ownership of resolution items and shepherds them through to a positive conclusion. Misty is playing a major role in Vantiv attempt to renew credit business and win their debit processing business. Thank you, Misty!”
Timeline
Senior Client Relationship Manager
FIS
09.2009 - Current
Collections Supervisor
CMC (Acquired by Vantiv/Worldpay)
08.1997 - 09.2009
High School Diploma -
Fort Madison High School
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