NICOLE SLAUGHTER- SMITH
Las Vegas,NV
Summary
Seasoned supervisor/manager with a history of effectively managing teams and overseeing operations. Skilled in identifying areas for improvement, implementing new processes, and fostering staff development. Strengths include problem-solving abilities, strong leadership skills, and communication capabilities. Previous roles demonstrate significant positive impacts on workflow efficiency and team productivity.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Collections Supervisor
Sunbit
Las Vegas, Nevada
07.2025 - Current
- Supervised daily collections operations and team performance.
- Trained new staff on collections processes and compliance standards.
- Collaborated with cross-functional teams to resolve customer disputes.
- Implemented strategies to improve collection efficiency and effectiveness.
- Analyzed reports to identify trends in payment behaviors and issues.
- Performed research and due diligence to resolve issues.
- Managed lead collection improvement process projects to maximize efforts.
- Ensured compliance with all applicable laws, regulations, policies and procedures related to collections activities.
- Coordinated and managed day-to-day workflow of collections team.
- Implemented systems and procedures designed to improve overall efficiency within the department.
- Produced monthly reports detailing progress against established goals for collections activity.
- Investigated escalated customer inquiries or disputes concerning billing errors or discrepancies.
- Interpreted data from various sources such as reports, memos, emails, in order to identify trends or issues related to collections activity.
- Mentored collection team on successful tactics to increase workflow and productivity.
- Directed collection staff to ensure timely and efficient contact with customers regarding past due accounts.
- Assisted in developing training materials for new hires in the Collections Department.
- Collaborated with other departments such as Accounting, Legal, Sales and Credit and Collections in order to resolve outstanding items.
- Provided guidance and direction to employees on proper collection techniques that adhered to company policy.
- Monitored daily work flow of the collection staff, providing feedback and coaching as needed.
- Translated risk and control processes into day-to-day responsibilities and delegated tasks to collections team.
- Reviewed accounts to determine payment plan compliance.
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Provided training and guidance to new collections staff on best practices and company policies.
- Utilized collections software and databases for efficient account management.
- Ensured compliance with federal and state collections laws and regulations.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
Customer Care Supervisor
Hilton Grand Vacations
07.2022 - 07.2025
- Directed the routine submission of data regarding production rates and staff availability.
- Coach and develop team according to product standards
- Maintained adherence to local consumer protection regulations and accurate employee records.
- Manage revenue by making sure proper fees are being charged
- Monitored CSR performance, provided feedback/guidance, and conducted regular one-on-one meetings to ensure successful job performance.
- Collaborated with other departments to resolve complex problems quickly for customers.
- Analyzed customer feedback surveys and identified areas of improvement in the customer experience process.
- Managed and processed payroll efficiently.
- Create monthly strategies to increase revenue and performance
- Resolved escalated customer issues with empathy and professionalism while meeting company objective.
Card Care / Fraud Supervisor
Fiserv
Phoenix, AZ
10.2018 - 07.2022
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Executed training, professional development, and floor management to maintain consistent service levels.
- Conducted quality checks, reviewed performance reports, and identified areas for improvement.
- Spearheaded team performance improvements and emphasized goal achievement to drive business progression.
Fraud Detection Supervisor
PSCU
Phoenix, AZ
04.2014 - 10.2018
- Oversaw daily functions within the Fraud Detection call center floor while directing a team of 20+ agents.
- Enhanced team performance via constructive communication and positive reinforcement.
- Floor walking rotation develop team and floor wide incentives
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Coordinated efforts between workforce, QA department, and response center.
- Track attendance, submit and deliver corrective actions, administer training programs assist with scheduling, monitor approve and submit payroll
- Analyze accounts flagged for fraudulent activity.
- Managed supervisor queues daily.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
Education
Business management - Human Resource
Brookline college
Tempe, AZ01.2021
Associates of Business - Business Law
Barat College
Lake Forest, IL01.1994
Skills
- Operations management
- Training and mentoring
- Policy implementation
- Staff oversight
- Account management
- Escalation support
- Compliance adherence
- Data analysis
- Software utilization
- Performance monitoring
- Problem resolution
- Effective communication
- Coaching techniques
- Organization and time management
Certification
- FDCPA Compliance-January 2019
- Yellow belt Six Sigma certified- January 2019
References
References available upon request.
Timeline
Collections Supervisor
Sunbit
07.2025 - Current
Customer Care Supervisor
Hilton Grand Vacations
07.2022 - 07.2025
Card Care / Fraud Supervisor
Fiserv
10.2018 - 07.2022
Fraud Detection Supervisor
PSCU
04.2014 - 10.2018
Business management - Human Resource
Brookline college
Associates of Business - Business Law
Barat College