Naomi Royal

• Start and complete daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
• Create documents to improve work efficiency amongst agents
• Assist w/ disputes , payment inquiries and verification.
• Showcase Toll Knowledge

Director of Operations of my families business where I oversee daily activities, ensuring efficient service delivery. This includes coordinating schedules, managing staff of 2 or 3 workers, maintaining equipment, handling customer inquiries, providing quotes, and ensuring customer satisfaction,payroll processing. The role also involves monitoring inventory, purchasing equipment and supplies. Following OSHA's guidelines by reinforcing safety regulations. Created social media profile to showcase cleanliness Financial management is also crucial, with responsibilities including analyzing financial reports, managing budgets, and implementing strategies to boost profitability. By effectively managing operations, customer relations, and finances, as the Director of Operations I drive business to growth and success, ultimately helping the family business deliver high-quality pressure washing services and build a strong reputation.

• Working past due accounts via phone.
• Handling escalated calls.
• Maintaining accurate collection notes on past due accounts.
• Providing general supervision and training of a collection floor.
• Operating a collections database in a Windows-based operating system.
• Communicating professionally with consumers and team members.
• Coordinating supervisor duties.
• Evaluating and monitoring employee's performance.
• Assisting with interviews.
• Implementing company policies and procedures.
• Ability to thrive in a fast-paced quota-driven work environment.
• Available to work a rotating shift for collection floor coverage.

• Informing consumers of their debt for multiple tollways in the United States.
• Verifying their personal demographic information.
• Using Mini-Miranda to legalize all calls informing the customer they are being recorded on each call.
• Cold, Warm and Hot transfers to other departments.
• De-escalating and Escalating calls per situation.
• Assisting consumers with discrepancies on invoices, calculating payments, backdating transactions.
• Negotiation solutions to make payment sooner.
• Verifying with skip trace and tx dot for vehicle and mailing information.
• Used two screens and 4 different software to multi-task efficiently within the time quota on each call.
• PROMOTED FROM NTTA TO THE THIRD PARTY DEBT COLLECTION AGENCY

• Assisting consumers with invoices, persuading consumers to open a new account for discounts with also paying their invoice.
• Up-selling merchandise for toll tag team stickers.
• Explaining different ways to be billed with assisting with payments and investigations.
• Confirming demographic information to be mailed future invoices.
• Assisted with route calculations and highway rate per highway.
• Communicating with tollway dispatch for maintenance.
• Multi-tasking through 3 different software with 4 different tabs, efficiently on one monitor with a timed quota for each call.
• Empathizing with customers while accurately addressing their billing needs and meeting high customer service standards.
• Collaborating with management on customer issue escalations.
• Establishing and growing professional, positive relationships with customers.