Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Interests
Work Availability
Quote
Timeline
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SHANTELLE DOUGLAS

SENIOR COLLECTION REPRESENITIVE
Fort Worth,TX

Summary

Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations. Reliable Customer Support Manager proficient in team and operational leadership. Enthusiastic about supporting business success to achieve [Result]. Demonstrated planning and change management skills to influence functions and build consensus to impact internal and external clients. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.

Overview

6
6
years of professional experience

Work History

Manager of Operations

SEATONS PROFESSIONAL TAX SERVICES
, TX
01.2022 - Current
  • Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events
  • Hired and onboarded team members to meet immediate and expected demand
  • Reviewed production costs and product quality and modified inventory control programs to maintain and enhance annual business plan
  • Organized and facilitated budgets, product estimates, sales forecasts and product allocations to maximize resource utilization and customer sales opportunities
  • Prepared financial analysis for contract negotiations and product investment decisions
  • Created company handbook to document corporate policies and procedures
  • Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction
  • Engaged with existing and potential clients to gain insight into needs
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
  • Managed scheduling, training and inventory control
  • Implemented policies and standard operating procedures and managed quality, customer service and logistics
  • Delivered positive customer experiences by implementing effective quality assurance practices
  • Planned delivery routing, team workflows and promotional initiatives
  • Improved morale and management communication by creating employee recognition and rewards practices
  • Recruited, hired and trained crew members on application of projects, customer relations and customer service.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
  • Devised processes to boost long-term business success and increase profit levels.

CUSTOMER CARE SPEACILIST

AMETRO TAX AND INSURANCE
Fort Worth, TX
01.2020 - Current
  • Qualified potential customers, identified needs and troubleshot and solved customer issues to foster best customer service experience
  • Maintained detailed knowledge of customer service initiatives to uphold high standards of service quality
  • Trained and mentored new team members to promote productivity, accuracy and friendly customer service
  • Drove customer escalations to resolution by engaging directly with clients
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Consulted with customers to resolve service and billing issues
  • Delivered solution-based strategies to customers to solve pending issues on accounts
  • Determined charges for services requested, collected deposits or payments and arranged for billing.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Counseled debtors on payment options and arranged installment agreements.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Negotiated to collect balance in full.
  • Processed payments and applied to customer balances.
  • Used skip tracing and other techniques to locate debtors.
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
  • Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
  • Assisted in implementing procedures and policies to facilitate timely payments.
  • Quantified debtor balances to avoid late payments and bad credit.
  • Entered client details and notes into system for interdepartmental access and review.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Investigated customer credit references and approved credit lines.
  • Developed and documented collection procedures and policies to comply with government regulations.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.

Office Manager/Tax Preparer

AMETROJIFFY TAX
Fort Worth, TX
01.2017 - 01.2020
  • Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records
  • Handled scheduling and managed timely and effective allocation of resources and calendars
  • Managed office inventory and placed new supply orders
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices
  • Prepared meeting agendas and recorded and transcribed minutes
  • Coded and entered daily invoices with in-house accounting software
  • Implemented and maintained company protocols to facilitate smooth daily activities
  • Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts
  • Interpreted and communicated work procedures and company policies to staff
  • Used judgment and initiative in handling confidential matters and requests
  • Administered payroll and maintained proper documentation of employee personnel
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Maintained computer and physical filing systems.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Managed office operations while scheduling appointments for department managers.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Evaluated employee records and productivity and submitted evaluation reports.
  • Coordinated special projects and managed schedules.
  • Updated reports, managed accounts, and generated reports for company database.
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Controlled finances to lower costs and keep business operating within budget.
  • Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
  • Managed compliance to keep organization operating within legal and regulatory guidelines.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Reported to senior management on organizational performance and progress toward goals.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Delivered performance reviews, recommending additional training or advancements.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Established team priorities, maintained schedules and monitored performance.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

Education

ASSOCIATE OF ARTS - BUSINESS MANAGEMENT

Tarrant County College District

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ACADEMY

HIGH SCHOOL DIPLOMA - undefined

Moreno Valley High School

Skills

Verbal and Written Communicationundefined

Accomplishments

  • Increased company savings by 100% through corporate consensus-building and cross-functional geographical team coordination and development.
  • Generated $100 million in first-year cost savings through global sourcing initiatives and business case development.
  • Promoted to general manager after 4 years with the company.
  • Supervised team of 8 staff members.
  • Resolved product issue through consumer testing.

Software

Microsoft

Spread sheet

Word

Skip tracing

TLO

Repay

Fawa

Pega

Alfa

Interests

Helping make their life easier

Getting my task done quick and accurate

Maintain a clean environment

Communication

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The price of anything is the amount of life you exchange for it.
Henry David Thoreau

Timeline

Manager of Operations

SEATONS PROFESSIONAL TAX SERVICES
01.2022 - Current

CUSTOMER CARE SPEACILIST

AMETRO TAX AND INSURANCE
01.2020 - Current

Office Manager/Tax Preparer

AMETROJIFFY TAX
01.2017 - 01.2020

ASSOCIATE OF ARTS - BUSINESS MANAGEMENT

Tarrant County College District

undefined

ACADEMY

HIGH SCHOOL DIPLOMA - undefined

Moreno Valley High School

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