Stephany Laque
Fort Worth,TX
Summary
Proactive Collections Supervisor with extensive experience in optimizing collections and department operations. Skilled in strategic collections planning, team supervision, and customer dispute resolution. Known for improving team productivity through effective training and maintaining high customer satisfaction. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational. Currently seeking a new opportunity in the administrative and medical field. Where i can continue to serve and help others in a positive manner.
Overview
12
12
years of professional experience
Work History
Collections Supervisor
United Auto Credit
09.2015 - 10.2023
- Enhanced collections efficiency by implementing and monitoring strategic collections plans.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Maintained a high level of customer satisfaction through professional communication and dispute resolution tactics.
- Followed prescribed scripts and maintained friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Documented conversations with consumers and research into accounts.
- Interviewed and assisted in selection of candidates for collections positions on team of [16].
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Scheduled employees to provide full coverage of incoming and outgoing calls.
- Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Processed payments and applied to customer balances.
- Reviewed delinquent accounts daily, prioritizing efforts based on balance size and days past due status.
- Trained collections agents and reviewed work to reach compliance with legal requirements and company policies.
- Assisted in the hiring process.
- Revamped and customized new hire training initiative resulting in increased employee engagement and accelerated knowledge transfer.
Attendant
Westchester Plaza
11.2011 - 11.2013
- Kept facilities clean, neat, and organized to give areas professional and fresh appeal.
- Maintained a clean and safe environment for guests through regular inspection and cleaning tasks.
- Provided excellent customer service to guests by promptly responding to inquiries and requests.
- Resolved customer complaints in a timely manner, demonstrating professionalism and empathy.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Assisted with inventory management to ensure adequate stock levels were maintained for smooth operations.
- Provided exceptional customer service by promptly addressing guest needs and requests.
- Assisted in training new attendants, sharing best practices and tips for efficient service.
- Performed light housekeeping duties
- Provided support during meal services
- Provided support with personal hygiene tasks
- Provided support and assistance to clients during medical visits.
Education
High School Diploma -
Haltom High
Haltom City, TX05.2012
Skills
- Team Supervision
- Staff Training
- Payment Negotiation
- Customer Service
- Multitasking and Organization
- Customer Escalation Point
- Call center experience
- Collections
- Phone and Email Etiquette
- Microsoft Office
- Handling Complaints
- Phone etiquette
Languages
Spanish
Full Professional
Timeline
Collections Supervisor
United Auto Credit
09.2015 - 10.2023
Attendant
Westchester Plaza
11.2011 - 11.2013
High School Diploma -
Haltom High
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