Sheniqua E. Prince
Allen,TX
Summary
I welcome an environment where I can contribute and make a difference. Motivate, dedicate and determination are a few of my strong points. Good work ethic allows me to meet all deadlines and accomplish work in order to priority. Professionalism allows me to maintain composure and effectiveness while under pressure and/or changing conditions within a company.
Overview
23
23
years of professional experience
Work History
Collections Supervisor
Indebted
06.2023 - Current
- Supervise and coach a team of collections specialists to achieve productivity, quality, and recovery goals.
- Monitor daily performance metrics, provide real-time feedback, and conduct regular performance evaluations.
- Train new hires and mentor existing employees on collection strategies, compliance requirements, and customer service best practices.
- Handle escalated customer accounts, resolve complex issues, and ensure timely account resolution.
- Prepare and analyze performance reports to identify trends and implement process improvements.
- Ensure compliance with FDCPA, company policies, and regulatory requirements while maintaining a high standard of professionalism
Trainer
The Law Office of Scott & Associates
01.2018 - 06.2023
- Trains and coaches’ employees on processes, performance targets, goal achievement, client performance, de-escalation, negotiation, customer service and non-conformities
- Creates and edits training tools and training tools a training material as requested
- Performs all managerial administrative tasks as required
- Reports any content or curricular concerns to the Training Manager
- Manages nesting process
Floor Supervisor
Southwest Credit
01.2014 - 01.2018
- Assist in developing goals and performance plans for agents
- Provide development and feedback ensuring reps are prepared for the next level in their career
- Organize workflow and ensure agents understand their duties
- Delegate all task required of agents
- Communicate with workflow to identify production concerns
Collections/ Nesting Manager
Southwest Credit
01.2008 - 01.2014
- Facilitate specialized training as requested
- Assist in developing and maintain an effective quality assurance program
- Analyze quality assurance data to identify trends and develop and implement corrective action plans as appropriate
- Remain up-to-date on all policies and procedures for all operations
Senior Collector/ Team Lead
Pro Collect Incorporated
01.2004 - 01.2008
- Assisted the Accounts Receivable / In and Out bound collection
- Prepared monthly statistics reports
- Skip tracing and obtained current information on previous residents as required
- Initiated 250 or more outbound calls per day
- Prepared adjustments, write-offs, and refunds needed on outstanding accounts
Skills
- Staffing Training and Development
- FDCPA, TCPA & CFPB Implementation
- Policy and Procedure Development
- Ability to mentor, coach and develop new hires to excel above performance goals
- Demonstrates patience and overall courteous behavior while working with internal and external customers
- Ability to work in a fast pace, production driven, call center or office environment
- Excellent analytical, organizational, verbal and written communication skills
- Proven ability to effectively communicate with management and work collaboratively with interdepartmental teams to achieve desired results
Timeline
Collections Supervisor
Indebted
06.2023 - Current
Trainer
The Law Office of Scott & Associates
01.2018 - 06.2023
Floor Supervisor
Southwest Credit
01.2014 - 01.2018
Collections/ Nesting Manager
Southwest Credit
01.2008 - 01.2014
Senior Collector/ Team Lead
Pro Collect Incorporated
01.2004 - 01.2008