Shanta Green
Dallas,TX
Summary
Assertive Corporate Trainer with 7 years of experience managing collections agents Collections company. Researched claims and handled escalated cases. Selected and trained both virtual/ onsite excellent representatives for collections team.
Overview
12
12
years of professional experience
1
1
Certification
Work History
CORPORATE TRAINER
CREDIT MANAGEMENT
09.2021 - Current
- Train an average of 10-30 representatives virtual/ and onsite depending on market/ business needs.
- Developed and responded to incoming and outgoing correspondence.
- Collaborated with management to identify company training needs and scheduling.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Created training programs,instructional materials, quizzes, and exams to further educate personnel.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Maintained records on attendance and participation.
Team Lead
Credit Management
12.2018 - 09.2021
- Supervised a team of 10-25 representatives.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Coached team members in techniques necessary to complete job tasks.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Worked different stations to provide optimal coverage and meet production goals.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Escalation Specialist
Credit Management
03.2015 - 12.2018
- Cross-trained and backed up other customer service managers.
- Escalated customer issues to management for appropriate action to be taken.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Responded proactively and positively to rapid change.
Recovery Specialist
Credit Management
05.2011 - 03.2015
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Handled over 100 outbound and inbound calls daily with goal of collecting owed debt.
Education
High School Graduate -
Sam Houston High School
Arlington, TXMedical Assisting -
Concorde Career Institute
Arlington, TXSkills
- Company Policy Compliance
- Performance Monitoring
- Course Development
- Observations and Evaluations
- Training Assessment
- New Employee Training
- Coaching and Development
- Facilitate Group Discussions
- Classroom Expertise
Accomplishments
- Master Certificate in supervisory management 8/2023
Certification
Certificate in Supervisory Management, received August 2023
The following components were covered in this calculated 30-hour course:
• Key points to strong leadership
• Leadership vision and managerial goals
• Inspiring teamwork
• Creating and developing a strong team
• Motivating employees to achieve high success
• Managing the different personalities
• Dealing with conflict, violence and difficult employees
• Dealing with attendance and poor job performance
• Verbal and written communication skills
• Meeting management
• Preparing and delivering a presentation
• Communicating change to the staff
• The importance of constant open communication
• Earning respect amongst staff and peers
• Sharing the vision and achieving the goals
Timeline
CORPORATE TRAINER
CREDIT MANAGEMENT
09.2021 - Current
Team Lead
Credit Management
12.2018 - 09.2021
Escalation Specialist
Credit Management
03.2015 - 12.2018
Recovery Specialist
Credit Management
05.2011 - 03.2015
High School Graduate -
Sam Houston High School
Medical Assisting -
Concorde Career Institute
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