Summary
Overview
Work History
Education
Skills
Timeline
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PRINCESS LASTER

Atlanta,GA

Summary

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and problem solver.

Overview

14
14
years of professional experience

Work History

Solutions Team Supervisor

Rent A Center/Acima
09.2020 - 10.2024
  • Authorize various transactions, such as refunds, voids, cancellations, recoveries and account closeouts
  • Submitted reports via excel weekly of Collection Refunds to Accounts Payable for processing
  • Maintain ongoing communications with District Managers regarding collection issues and processes with payments in staffed locations
  • Perform Administrative duties such as payment disputes and generate paid in full or Settlement letters for customers. Processed rewrites and cancellations for customers agreements
  • Maintained understanding of overall business goals and continuing training towards reaching prescribed targets
  • Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions
  • Defined key performance indicators for employees to define clear, attainable landmarks for performance measurement
  • Evaluated team member performance regularly, providing guidance for professional growth and development.
  • Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.

Senior Account Specialist /Team Lead

Rent A Center/Acima
09.2016 - 08.2020
  • Contact delinquent customers and request payments in full for past due balances
  • Assisted with escalation calls to resolve customers disputes or concerns with their account
  • Negotiates settlements or arrangements to bring the customer current
  • Aided with special projects to focus on the needs and goals of the company
  • Followed guidelines of company policies to ensure delinquency, risk and fraud
  • Maintain zero pay delinquencies and prevent accounts from charge off
  • Resolved complex billing and payment issues for balanced, accurate accounts
  • Adhered to standards of quality and service as well as all compliance requirements
  • Analyzed financial data to identify trends and provide actionable insights for improved decision-making among senior leadership team members.

Government Account Representative/Collector

Alorica/West Asset Management
03.2011 - 08.2016
  • Worked to reconcile financial discrepancies by analyzing account information
  • Make and received calls negotiating on repayment of federal student loans in a call center environment
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.

Education

Human Resources Management -

Ashford University

Skills

  • Call center operations
  • Accounts payable/receivable
  • Complex Problem-Solving
  • Account Management
  • Key Performance Indicators (KPI)
  • Effective Leadership
  • Performance Evaluations
  • Salesforce expertise
  • Customer Service / Retention

Timeline

Solutions Team Supervisor

Rent A Center/Acima
09.2020 - 10.2024

Senior Account Specialist /Team Lead

Rent A Center/Acima
09.2016 - 08.2020

Government Account Representative/Collector

Alorica/West Asset Management
03.2011 - 08.2016

Human Resources Management -

Ashford University

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