Tamica Jones
Indianapolis,IN
Summary
I am proficient in managing schedules, administrative functions and employee training. I am disciplined and organized leader with a strong call center background focused on customer relations and team leadership.
Achievements include improved customer satisfaction scores, increased service quality and reduced call times. Forward-thinking professional adept at developing and implementing successful policies to meet changing demands. I am goal-oriented Call Center Manager dedicated to building and overseeing first-rate call center teams. Encouraging leader with a demonstrated record of achievement in the collection and customer service industry.
Overview
22
22
years of professional experience
Work History
Call Center Manager
Parker Technology
01.2021 - Current
- Assist and coordinate with supervisors with daily training, coaching, and leading customer service representatives
- Helped supervisors identify areas in need of improvement or growth
- Monitored queue
- Identified problems and issues with garage information, technical network/equipment issues
- Communicated with garage leaders to address issues
- Reviewed reports related to customer service and operations to evaluate individual and overall performance of the department
- Participated in and/or handled escalated issues including communication with parking customers
- Communicate major issues with upper management as needed for potential follow up with client
- Interact with implementation team to coordinate CSR training for new customers
- Interact with the training manager to provide feedback on the new CSRs coming out of the training program
- Worked with the Quality Assurance team to complete audits as necessary for CSRs or Facility new or changing topics
- Complete interviews and hiring of supervisors and CSRs
- Reviewed, corrected, and submitted payroll, bonus payouts, and performance increases
- Help ensure CSRs have the skills needed at the expected level
- Represent Clients and CSRs business activities
- Perform individual yearly performance reviews for supervisors and CSRs
- Provide development plans for supervisors and CSRs
- Create and maintain a supportive yet challenging atmosphere among the team
- Attending conferences, trade shows, and sales calls
- Help on days in time of major, unforeseen incidences or planned vacations
- Review assessment forms with CSRs and Supervisors.
Collections Manager
RMP LLC
01.2019 - 01.2021
- Daily reports, Collector Matrix data, set up beginning of the month and final numbers each month
- Save daily hours worked export
- Daily revenue Daily collector KPI Collector coaching Listen to calls daily and offer feedback
- Dialer pools Monitor speed, abandons, holds, dials etc
- System maintenance Users, pools, ACD, phone routing Kill user sessions
- Reactivate accounts
- Open communications Manager calls- discuss performance, goals, trends, forecast
- Client reporting Settlement requests Communicate & document call fails and valid complaints to employees
- Calculate & submit monthly commission totals for employees
- Maintain collector documentation i.e., attendance and other important conversations
- Provide all important documentation to HR
- Maintain employee income projections
- Continuous improvement: review agent’s stats for better performance, to improve agent’s calls, improve fee’s collected, and increase organizational revenue Implement team motivation/contests
- Payroll corrections updates Payroll approval Correct the agent’s time in system Handle escalated calls
- Monitor Work From Home Team Weekly meetings with my direct report, QM department, senior agent, and agents as needed Provide daily updates to collection’s managers Create service desk tickets for agent’s computer issues
- Make sure agents complete monthly training via Healthstream Complete call reviews for failed calls via Varient Review all QM scores with agents
Collections Manager
JD Byrider
01.2012 - 01.2019
- Handles complaints or difficult calls
- Makes sure employees comply with company policies when contacting individuals and other companies to collect past due balances that they owe
- Ensures that all written correspondence complies with company policies in terms of verbiage and frequency of contact
- Keeps up with changes in state and federal laws governing debt collections and makes sure employees receive training on any changes in laws
- Makes sure the collectors on staff operate within the confines of the Federal Fair Debt Collection Practices Act (FDCPA) when making phone contact with individuals and companies
- Monitors call reports to make sure collectors are making enough phone contacts each day
- Identifies areas of the collection process that need improvement and implements an enhanced process that will help collectors be more effective
- Tracks the rate of success of the entire process and continues to adjust when necessary
- Trains new employees and holds training reviews for established employees
- Performs audits of accounts that are in the system
- Establishes quality control standards and maintains and enforces them over time
- Negotiates payment arrangements and follows up to make sure the payments are made
- Researches and locates missing information that is needed for the staff to perform their jobs at optimum levels.
Escalation Manager
Aurora Bank
01.2007 - 01.2011
- Assisted in the management of all aspects of customer contact processes including customer service, collections and loss mitigation
- Assisted in the management of the Call Center including calling outbound strategy, IVR routing and skip tracing
- Helped oversee the borrower website experience
- Managed day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
- Built effective and strong team committed to delivering world class customer care and achieving organizational goals
- Accurately assessed strengths and development needs of employees including timely and specific feedback and performance management
- Developed and implemented effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers
- Identified and analyzed escalated problems and provide guidance to team members for resolution
- Negotiated solutions and acts as a liaison with internal and external customers when necessary.
Collections Specialist
Sallie Mae
01.2002 - 01.2007
- Managed over 400 inbound and outbound calls per day
- Handles all escalated customer services issues regarding pass collection action
- Assessed delinquent accounts for possible collections actions
- Performed audit of accounts
- Provided exceptional customer services to all clients
- Demonstrated ability to maintain composure and work effectively in a fast environment while preserving strict confidentiality
- Developed spreadsheets detailing account summaries of program participants
- Created matrices for management reflecting quarterly collections of activity
- Streamlined mailing process allowing for efficient and accurate delivery of notices resulting in time and cost savings
- Reorganized existing file system allowing for efficient retrieval and distribution of documents as requested by auditors and personnel
- Counseled program participants with delinquent accounts to ensure continuation of services.
Education
Bachelor’s Degree Business -
Harrison College
Associates Degree Business -
Indiana Business College
Skills
- Providing Customer Support
- Customer Service Optimization
- Communicating With Clients
- Monitor and track KPI's
- Payroll
- Hire and Train top performers
- Coach and mentor struggling agents
- Identify and establish improvement plans
- Team building
Accomplishments
* I've assisted Parker technology to grow from 400+ facilities to over 800+ facilities between 2022 to 2023
* I've achieved having over 90% of my agents reporting to me to have and maintain quality scores over 95%
* I've achieved having top performing collection agents during Covid-19 at Meduit
*I've achieved building team top performing collections agents and been awarded top team from 2016 to 2019
Affiliations
- I maintain an indoor and outdoor garden
- I have completed classes on how to make natural herbal medicines
- I love to grow fruits, vegetables, and natural herbs.
References
References available upon request.
Timeline
Call Center Manager
Parker Technology
01.2021 - Current
Collections Manager
RMP LLC
01.2019 - 01.2021
Collections Manager
JD Byrider
01.2012 - 01.2019
Escalation Manager
Aurora Bank
01.2007 - 01.2011
Collections Specialist
Sallie Mae
01.2002 - 01.2007
Bachelor’s Degree Business -
Harrison College
Associates Degree Business -
Indiana Business College
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