RICOLE WILLIAMS

• Forecast call volume, workload, and staffing needs using historical data and trend analysis

• Create and maintain schedules that align staffing levels with service level agreements (SLAs)

• Monitor real-time performance, adherence, and intraday adjustments to minimize service impact

• Analyze KPIs such as AHT, ASA, shrinkage, occupancy, and service levels

• Provide daily reports and dashboards to communicate performance and recommendations

• Identify process improvement opportunities to increase efficiency and customer satisfaction

• Support system tools such as WFM software, call routing platforms, and reporting tool

• Initiated wage garnishment proceedings against employers to ensure compliance with financial obligations.
• Provided comprehensive assistance to inbound callers regarding account inquiries, coordinating partial payment arrangements and wage assignments for outstanding court fines and restitution.

• Supported call center operations by advising agents on effective strategies for handling escalated calls and improving negotiation outcomes.
• Supervised daily operations to ensure compliance with safety and quality standards.
• Mentored team members, fostering skill development and enhancing overall performance.

• Maintained 100% customer satisfaction scores with no regulatory or business intent errors.
• Managed portfolios of high-value legal recovery accounts to ensure timely and efficient recovery of charged off credit cards.
• Assisted customers in devising payment plans to prevent legal action through settlement negotiations.
• Conducted account-level research and skip tracing by leveraging multiple systems, such as Credit Browser, Lexis Nexis, Innovis, and Fast data.
• Ensured strict compliance with Fair Lending, Anti-Money Laundering, Military Lending, FCRA Credit Bureau Reporting and Disputes, UDAAP, Americans with Disabilities Act, Reg- O, Reg- Z, NPI/PC/DSS Compliance, Privacy Act, Bank Secrecy Act, Anti-Bribery Act, and Anti-Corruption Act.

• Directly communicated with customers via phone calls, emails and written correspondence to resolve payment errors and denials.
• Researched all escalated customer complaints routed to the Office of the CEO, providing timely resolution.
• Communicated resolution outcomes to the Consumer Financial Protection Bureau (CFFB).
• Supervised administrative staff and administered performance evaluations to encourage goal achievement.