Nikeya Robinson

Operational Management:

• Oversee performance metrics across all stages of legal process
• Implement policies and procedures in accordance with New York State and New Jersey collection laws and practices.
• Manage a team consisting of 7 Collection Managers, 1 Assistant Manager, 4 Team Leaders, and Account Representatives
• Lead interview, hiring, training and firing processes.
• Conduct performance reviews for managers and staff
• Handle payroll, scheduling, and training
• Analyze performance and scorecards, implementing improvements as needed
• Implemented benchmark requirements and expectations for management team and staff
• Created new levels of management so that there is opportunity for growth within the firm.

Client Relations:

• Act as a liaison between attorneys, managers, clients and staff, ensuring effective communication
• Handle all client reporting, including performance metrics and call compliance.
• Created financial dashboards to provide insights into key performance indicators.
• Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
• Improved overall financial reporting by streamlining control processes and reporting structures.
• Established and checked coding procedures, monitored reports and updated internal files.
• Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
• Analyzed business processes to identify cost savings and operational efficiencies.
• Set up and updated customer accounts and CRM with interactions, payments and personal information.
• Accessed credit records to evaluate customer credit histories.
• Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
• Established procedures for collection of past due amounts.
• Reviewed, researched and corrected discrepancies and customer concerns.
• Well-versed in legal and enforcement processes of New York and New Jersey
• Analyze and adapt to new bills and processes implemented since

Training and Development:

• Implement training modules and scheduling for all staff
• Create call dialogues, training manuals and modules for account representatives, managers, attorneys and staff
• Orchestrate monthly contests and bonus plans to motivate and boost morale.

Audit Remediation:

• Take charge of handling all audit remediation and client calibration and performance calls.

Documentation and Compliance:

• Created work requirements and instructions for all client facing staff from each Client's operations manual.

• Managed a team of over 105 collection coordinators with 45 agents working abroad in Montego Bay Jamaica, 5 Collection Managers, and 10 Team Leaders
• Proven success meeting collection and DSO targets
• Implemented strategies to maximize cash flow and reduce DSO
• Maintain ownership of AR Aging and manage collections team's assigned accounts:
• Effectively managed Accounts Receivable Aging and coordinated collections efforts
• Oversaw day-to-day activities of the collections team:
• Directed and supervised the collections team to ensure efficiency and goal achievement
• Responsible for inbound and outbound collection calls and communications with key clients:
• Conducted effective communication with clients to resolve outstanding balances
• Negotiate payment plans, when necessary:
• Successfully negotiated payment plans to facilitate timely debt resolution
• Develop and implement policies, initiatives, and tactics to optimize collections:
• Implemented and enhanced policies for efficient collections management
• Facilitate cross-functional communication to resolve customer
• Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments.
• Collaborated with cross-functional teams to maintain project progress.
• Monitored team performance to identify productivity improvement opportunities.
• Delegated tasks strategically and monitored progress for timely completion.
• Attended staff development meetings and workshops and applied information from those events into daily activities.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
• Conducted routine inspections to check quality and compliance with established specifications.
• Prepared, calibrated, and monitored production levels to achieve targets.
• Developed and implemented performance monitoring systems to track team progress.
• Improved team morale and retention through recognition and reward programs.
• Reviewed daily requirements and forecasts and delegated work for optimal coverage.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Established team priorities, maintained schedules and monitored performance.