Shelly Tomb
Lindley
Summary
Results-driven manager with extensive call center experience and a focus on customer account analysis. Skilled in mentoring teams and developing strategies. Committed to fostering a collaborative environment to achieve organizational goals. Work well with others. Dependable and flexible.
Overview
37
37
years of professional experience
Work History
Collector/Sr. Collector/Team Lead/Manager
Pioneer Customer Experiance
Horseheads, NY
04.2007 - Current
- Facilitated communication with customers to resolve outstanding balances efficiently.
- Developed and implemented strategies to enhance customer payment experiences.
- Analyzed customer accounts to identify trends and areas for improvement.
- As a Sr. Collector I handled upset callers and Mentored junior collectors on best practices in debt recovery processes.
- As a team lead I would oversee staff when the manager was in meetings or out for the day.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Currently as a Manager/Supervisor I am in charge of the incoming mail and processing and indexing the mail to ensure all SLA's are met based on client needs. Train Staff on any changes. Weekly reporting to clients and my director. Review and approve staffs time off requests and time cards.
- In my time with my company I have handled defaulted student loans, IRS tax debt, Washington DC state taxes, Inbound mail and email responses to and from consumers.
Owner/Operator
Razzle Dazzle Ceramics
Van Etten, NY
01.2000 - 04.2007
- Managed daily operations, ensuring efficient workflow and quality standards in ceramic production.
- Developed marketing strategies to increase brand visibility and customer engagement.
- Oversaw financial management, including budgeting, pricing strategies, and expense tracking.
- Conducted classes and advise on different painting techniques.
Home Health Aide/Back Office Assistant/Coordinator
STAFKINGS
Ithaca, NY
07.1992 - 07.1997
- Provided compassionate personal care, ensuring comfort and well-being of clients in home settings.
- Assisted clients with daily living activities, promoting independence and dignity.
- Monitored client health by taking vital signs and reporting changes to healthcare professionals.
- Developed tailored care plans in collaboration with families and medical teams to meet individual need
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients. Grocery shopping as needed
- As an on call coordinator 3 office locations forwarded their phone lines to my house phone at the end of the day and when clients needed to cover positions I would call staff to go fill the needed positions, example CNA's, Dishwashers and food staff workers.
Certified Nursing Assistant
Lakeside Nursing Home
Ithaca, NY
02.1991 - 02.1992
- Assisted residents with daily living activities, fostering independence and comfort.
- Monitored vital signs and documented changes in resident conditions for healthcare team review.
- Collaborated with nursing staff to implement care plans tailored to individual resident needs.
- Maintained cleanliness and organization of resident areas, ensuring a safe environment.
Store Crew Member
Zzzip In
Van Etten, NY
01.1989 - 01.1991
- Assisted customers with product selection and inquiries to enhance shopping experience.
- Operated cash register, processing transactions accurately and efficiently.
- Maintained cleanliness and organization of store displays and merchandise.
- Collaborated with team members to achieve daily sales targets and improve service delivery.
- Sub and sandwich prep. Sliced deli meat and cheese.
Education
High School Diploma -
Spencer Van Etten High School
Spencer, NY06-1990
Skills
- Safety procedures
- Call center experience
- Customer research
- Assertiveness
- Repayment plan structuring
- Skip tracing
- Payment schedules
- Performance improvements
- Microsoft excel
Timeline
Collector/Sr. Collector/Team Lead/Manager
Pioneer Customer Experiance
04.2007 - Current
Owner/Operator
Razzle Dazzle Ceramics
01.2000 - 04.2007
Home Health Aide/Back Office Assistant/Coordinator
STAFKINGS
07.1992 - 07.1997
Certified Nursing Assistant
Lakeside Nursing Home
02.1991 - 02.1992
Store Crew Member
Zzzip In
01.1989 - 01.1991
High School Diploma -
Spencer Van Etten High School