Rosalyn Venable
Suffolk,VA
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals. Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations and reducing costs. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
10
10
years of professional experience
Work History
Call Center Receivables Supervisor
Cox Communications Inc
04.2021 - Current
- Promoting customer retention
- Call Center Data Analysis and Collection
- Improving Performance of Collections Agents
- Communicating Best Practices and ACE skills
- Coaching and Training
- Building Relationships with boundary partners
- Producing Reports for upper management, Communications company with products specializing in video, high speed data internet service, home security and telephony communications
- Implement operational business plans that align with overall Center of Excellence strategy to ensure enterprise objectives are meet including loss and expense goals
- Build & maintain relationships in a matrix organization, across functional disciplines, delivering effective communication, performance management, & business efficiencies to maximize operational cash flow while minimizing bad debt.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Completed bi-weekly payroll for 20 plus employees
- Supervised up to 20 agents and seniors in providing excellent customer service to callers requiring assistance with payments and arrangements issues
Receivables Management Supervisor
Cox Communications
04.2020 - 01.2021
- Built & maintained relationship with Field Sales Operations Team ensuring any internal fraud has been capture
- Provided input on and training regarding new wireless tools such as, Lexis Nexis, Authentic ID and Threat Metrix
- Engage with Cox Corporate Fraud Team to ensure customers are aware of Fraud and required resolution
- Provide effective leadership to enhance team performance while maintaining department SLA
- Supervise, coach, develop motivate and inspire the QC Team & Phone Fraud Team. A
Call Center Receivables Supervisor
Cox Communications
04.2018 - 04.2020
- Implement operational business plans that align with overall Center of Excellence strategy to ensure enterprise objectives are meet including loss and expense goals
- Build & maintain relationships in a matrix organization, across functional disciplines, delivering effective communication, performance management, & business efficiencies to maximize operational cash flow while minimizing bad debt
- Supported and lead initiatives to drive continuous improvement in operational efficiency and effectiveness and ensuring delivery of a high quality, cost effective superior experience to customers in alignment with company's vision
- Provide effective leadership and direction to drive excellent service to both internal and external customers while ensuring a positive work environment
- Provided visible leadership within organization to sixteen employees on each team
- Engaging with employees through excellent coaching and development skills to ensure their understanding and alignment with company's vision and mission
- Score monitored calls to provide feedback and coaching to call center specialist
- Supervised, coached, and developed collections team.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Call Center Collection Senior
Cox Communications
01.2016 - 04.2018
- Assist with training of Collection specialists to improve both team and individual performance
- Responsible for handling customer escalations to minimize customer churn, revenue risk, and maximize collections opportunities
- Score monitored calls to provide feedback and coaching to call center specialists
- Provide input to management on leadership and training needs of Collections specialists to improve overall performance.
- Coordinated outside service calls with specific vendors.
- Dispatched technicians to perform reactive maintenance work.
Receivables Management Specialist
Cox Communications
01.2015 - 01.2016
- Promote customer retention by reducing fraudulent activity and proactively reducing revenue loss
- Drafting of secure documents to be sent to internal and external customers
- Facilitate escalated fraud complaint handling
- Communicating with internal and external customers across multi-levels of management
- Reviewing commercial and residential accounts to ensure services provided are meeting customer specific needs
- Reviewing commercial and residential accounts for Bankruptcy handling to include filing claims, processing checks, and crediting of accounts.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
- Handled day-to-day accounting processes to drive financial accuracy.
- Reconciled accounts, managed audits and updated financial records with remarkable accuracy.
Technical Support Representative
Cox Communications
01.2014 - 01.2015
- Proactively identifies and fix items that reduce transactions into other business channels and reduce the loss exposure to the company
- Assist customers by troubleshooting phone, cable, and internet difficulties
- Incorporates relevant updated information in customer communication
- Resolution of customer disputes
- Effective problem solving and decision-making skills.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
Education
Bachelor of Arts - Business Administration
Strayer University
Washington, DC06.2023
Skills
- Process Improvement
- Staff Management
- Strategic Planning
- Schedule Development
Timeline
Call Center Receivables Supervisor
Cox Communications Inc
04.2021 - Current
Receivables Management Supervisor
Cox Communications
04.2020 - 01.2021
Call Center Receivables Supervisor
Cox Communications
04.2018 - 04.2020
Call Center Collection Senior
Cox Communications
01.2016 - 04.2018
Receivables Management Specialist
Cox Communications
01.2015 - 01.2016
Technical Support Representative
Cox Communications
01.2014 - 01.2015
Bachelor of Arts - Business Administration
Strayer University
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