NICOLE WILLIAMS
Jacksonville,FL
Summary
Dynamic Senior Collections Supervisor at ARS National Services with a proven track record in enhancing compliance rates and driving revenue growth. Skilled in complex problem solving and client relations, I successfully implemented training programs that elevated agent performance and fostered collaboration, achieving a significant increase in compliance and productivity.
Overview
17
17
years of professional experience
Work History
Senior Collections Supervisor
ARS National Services
Jacksonville, FL
02.2018 - Current
- Training supervisors and agents on alternative methods to increase revenue and overcome objectives to maintain and exceed client performance
- Organizing a training module to support client-based regulatory requirements
- Implemented a comprehensive compliance training program for agents, ensuring adherence to client-specific rules and regulations, resulting in a 95% increase in compliance rates
- Analyzing data to identify and address agent performance
- Planning meetings with senior leadership to create new initiatives for the company to increase agent tenure and performance
- Act as a liaison between the organization and clients, addressing concerns and fostering collaboration
- Manage multiple portfolios for our 1st & 3rd Party clients
- Engage in team meetings to promote group excellence and achievement of team goals
- Conduct weekly call monitoring to improve agent call quality and productivity
- Manage attendance of agents (PTO Requests, Schedule Changes, Timecards)
- Accept Phone calls to provide a better customer experience and resolve conflicts
- Setting Goals to monitor employee productivity to maximize their potential
- Prepare and submit performance reports
- Ensure adherence to legal and company policies and procedures
- Provide disciplinary actions if needed
- Tracking Key Performance Indicators (KPI)
- Consistently drives results in performance and revenue
Consumer Support Specialist
ARS National Services
Jacksonville, FL
08.2014 - 01.2018
- Promoted
- Contacts customers in the client's portfolio to discuss and manage customers' delinquent accounts; processes and schedules payment arrangements to fulfill delinquency and to meet monthly ARS revenue goals
- Help customers analyze their delinquent account/s and negotiate the best possible arrangements within their affordability
- Ability to show empathy and politeness while properly assisting customers with complaints
- Knowledgeable of client databases and expectations to effectively generate revenue and stay within compliance expectations
- Handles customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution
- Send out trouble tickets for customers who are having issues with their services
- Handled customer's banking information to perform routine transactions
- Manage customer accounts to provide financial relief options
- Reconcile accounts with High balances
- Responsible for making sure that the customer has an extraordinary customer service experience
- Proactively recommended changes based on consumer needs and market trends to grow company.
- Collected deposits or payments and arranged for billing.
- Supported sales team members to drive growth and development.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Sales Account Specialist
AT&T/ Convergys
Jacksonville, FL
06.2013 - 07.2014
- Identified customer needs by asking questions and advising on best solutions.
- Negotiated deals and handled complaints or objections.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Negotiated pricing with customers to ensure competitive rates were offered.
- Identified opportunities for cross-selling additional services or products to current clients.
- Processed orders accurately while ensuring timely delivery of goods and services.
Head Resident Assistant
Florida A&M University
Tallahassee, FL
08.2008 - 08.2011
- Administer day-to-day operational functions such as maintenance requests, key distribution, and updating student roster
- Provide general office support such as handling the mail, screening, and directing calls, typing, filing, copying, faxing, ordering supplies, and other forms
- Conduct room checks, move requests, and daily upkeeping of the residence facility
- Preside over 3,000 Students Undergraduate/ Graduate students in on-campus apartments
- Provide a safe environment by coordinating innovative and interactive programs
- Perform administrative office tasks facilitate the social, academic, and personal adjustment of students to the residence hall and University
- Develop a sense of community among residents as members of a floor, residents of a hall, and active participants in the residence life system
- Establish and maintain communication with residents
- Serve as a positive role model to residents and peer staff members
- Create bulletin boards to keep students in the know about campus activities/ programs
- Enforce the rules and policies of Residence Life, Housing and Dining Services and the University
- Act as a liaison between residents and the University administration
- Chair / Co- Chair and serve on Housing committees
- Training other Resident Assistants on daily leadership functions and how to effectively communicate with residents
- Head summer initiatives such as orientation, housing programs, staff training between Palmetto North/ South
- Demonstrate on- going diversity in between other residential facilities
Education
Masters in Human Behavior Psychology -
National University
San Diego, California02.2025
Bachelor of Arts - Criminal Justice
Florida Agricultural and Mechanical University
Tallahassee, FL04.2012
Skills
- Slack
- Microsoft Office
- Jira
- Spectrum
- Complex problem solving
- Strong communication skills
- Time management
- Zendesk
- Planning and budgeting
- Debt Manager
- System Analysis
- Judgment and Decision-Making
- Microsoft SQL Server
- Creativity
- Client relations
Timeline
Senior Collections Supervisor
ARS National Services
02.2018 - Current
Consumer Support Specialist
ARS National Services
08.2014 - 01.2018
Sales Account Specialist
AT&T/ Convergys
06.2013 - 07.2014
Head Resident Assistant
Florida A&M University
08.2008 - 08.2011
Masters in Human Behavior Psychology -
National University
Bachelor of Arts - Criminal Justice
Florida Agricultural and Mechanical University
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