Overview
Work History
Education
Summary
Skills
Work Preference
Work Availability
Languages
Quote
Interests
Timeline
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Sabana Jacque

Sabana Jacque

Snellville,Georgia

Overview

24
24
years of professional experience

Work History

Operations Manager

Resolvion
Atlanta, GA
09.2012 - Current
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Supervised 35+ admins in providing excellent customer service to callers requiring assistance.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Trained team members on performance metrics and consumer behavior identification.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols, and customer service practices.
  • Prepared reports to assist business leaders with key decision-making and strategic operational planning.
  • Executed Monthly Performance Plans with representatives to identify production gaps.
  • Developed quality employees within the call center to take over leadership positions.
  • Established relationships and touch points with clients to promote retention.
  • Monitored and improved efficiency of processes, team performance, and customer service.

Collections Manager

F.A.M.S.
Atlanta, GA
07.2002 - 07.2012
  • Oversaw and trained new employees on collection methods, documentation requirements, and performance strategies.
  • Managed daily posting of payments to customer accounts.
  • Set and managed performance benchmarks for call center employees.
  • Developed quality assurance standards and established targets for all staff.
  • Motivated and promoted team employees from within for key leadership roles.
  • Completed investigations of customer accounts and payment histories.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Held regular one-on-one meetings with employees to review performance and priorities, and provide feedback.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Proposed or approved modifications to project plans.

Call Center Agent

1st Financial Managment
Tucker, GA
01.2001 - 07.2002
  • Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over the phone and set up recurring drafts.
  • Interviewed customers to determine reasons for delinquency, source of income, and next pay date to build solutions for financial issues.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Prioritized accounts based on total amount owed and credit bureau reports.
  • Used a variety of automated systems to locate and monitor overdue accounts.
  • Skip-traced with social media sites, professional sites, and search engines to find contact information for borrowers.
  • Advised customers of necessary actions and strategies for debt repayment.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Performed administrative functions for assigned accounts, recorded address changes, and purged records.

Education

Bachelor of Science - Business Management

University of Phoenix
Tempe, AZ
08-2024

Associate Of Applied Business - Marketing Management And Research

Savannah Technical College
Savannah, GA

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Skills

  • Problem-Solving
  • Employee Coaching and Motivation
  • Team-Building Exercise
  • Quality Control Optimization
  • Client Satisfaction
  • Performance Tracking and Evaluations
  • Continuous Quality Improvement (CQI)
  • Negotiation and Conflict Resolution
  • Motivational Speaking
  • Client Networking
  • Verbal and Written Communication
  • Microsoft Office

Work Preference

Work Type

Full Time

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Native language

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Interests

Coaching, Training, Duplicating myself in others

Timeline

Operations Manager

Resolvion
09.2012 - Current

Collections Manager

F.A.M.S.
07.2002 - 07.2012

Call Center Agent

1st Financial Managment
01.2001 - 07.2002

Associate Of Applied Business - Marketing Management And Research

Savannah Technical College

Bachelor of Science - Business Management

University of Phoenix

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Sabana Jacque