Sharina Prather
Sandy,GA
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
16
16
years of professional experience
Work History
Team Lead- Collections
American Express
06.2017 - 06.2024
- Facilitated open lines of communication between sales representatives and the collections department, ensuring seamless collaboration in addressing past-due balances while preserving valuable business relationships.
- Negotiated payment plans with delinquent customers, balancing empathy with firmness to achieve mutually beneficial outcomes for both parties involved.
- Streamlined collections processes for enhanced efficiency, resulting in faster debt recovery and reduced delinquency rates.
- Conducted thorough investigations of disputed claims, working diligently to gather all necessary documentation and evidence to support a fair resolution for both parties involved.
Team Manager (Collections)
First Investors Financial Services
03.2014 - 01.2017
- Manage employees to ensure that appropriate and effective collection strategies are used to recover revenue
- Led employee relations through effective communication, coaching, training, and development.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Facilitated meetings to communicate team performance goals and results.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Launched quality assurance practices for each phase of development
- Leveraged data and analytics to make informed decisions and drive business improvements.
Collections Representative (Collections)
First Investors Financial Services
01.2010 - 03.2014
- Handled inbound/outbound collection calls, customer service calls and resolve issues in a timely fashion
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
Sr. Account Representative
Just Right Auto
04.2008 - 01.2010
- Assisted in new hire training and conducted team meetings
- Mentored junior account representatives, sharing industry knowledge and best practices for career growth.
- Developed strong relationships with clients, fostering trust and loyalty to retain business over time.
- Resolved escalated client issues professionally while adhering to established guidelines, minimizing potential losses for the company.
Education
High school diploma or GED -
Business Management -
Wayne State Community College
Detroit, MI01.1996
Skills
- Organizational skills
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Customer Focus
- Schedule Management
- Complaint resolution
- Operations Management
- Process Improvement
- Account Management
Additional Information
- COMPETENCIES
- Microsoft Word
- PowerPoint
- Excel
- Access
- Adobe
- Outlook
Personal Information
Title: Team Manager (Collections)
Timeline
Team Lead- Collections
American Express
06.2017 - 06.2024
Team Manager (Collections)
First Investors Financial Services
03.2014 - 01.2017
Collections Representative (Collections)
First Investors Financial Services
01.2010 - 03.2014
Sr. Account Representative
Just Right Auto
04.2008 - 01.2010
High school diploma or GED -
Business Management -
Wayne State Community College
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