Tiarra Thornton
Laveen,AZ
Summary
Seasoned professional offering many years' expertise in billing and collections and success in driving continuous improvement by streamlining billing and cash flow processes. Effective in developing best practices to manage aged receivables and optimize collections outreach. Seeking to leverage background to take next career step with growing startup organization.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
17
17
years of professional experience
Work History
Collections Agent
TD Bank
Phoenix, Arizona
2024.05 - Current
- Arranged debt repayment or established schedules for repayment based on customer's financial situation.
- Recorded and updated customer personal accounts with accurate contact information.
- Negotiated credit extensions and waivers when necessary.
- Accepted and processed customer payments and applied toward account balances.
- Received payment and posted to appropriate customer accounts.
- Identified past due accounts and contacted account holders to arrange payment.
- Encouraged customers to pay due amounts on credit accounts, claims or overdrawn checks.
- Met demands of busy collections group by performing high volume of daily calls.
Team Lead
Gatestone
Phoenix, AZ
2020.12 - Current
- Manage a team of 11 agents
- Analyze stats and data daily to provide coaching plans for both agent and team level
- Meet daily with Operations Manager and peers to discuss performance trends, hot topics, and plan for the day’s success
- Interact with clients weekly
- Teach agent how to overcome objection
- We handle accounts for Credit First National which is the bank that finances automotive accounts
- We collect on 30-90 day past due accounts
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Offered training and support to keep team members motivated and working toward objectives.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Kept work areas clean, neat and free of safety hazards to maximize efficiency.
- Analyzed key performance indicators to identify effective strategies.
- Monitored team performance against targets, taking corrective action where necessary.
Sales Team Manager
Alorica
Mesa, AZ
2013.05 - Current
- Manage a team of 20 outbound sales associates
- Leverage leadership training to coach, develop and support veteran and new hire associates
- Analyze stats and data daily to provide coaching plan for both agent and team levels
- Top performing team month over month in major KPI’s
- Monthly planning with associates to set up short and long-term goals
- Meet daily with Operations Manager and peers to discuss performance trends, hot topics, and plan for the day’s success
- Handle all aspects of managing such as payroll, HR issues, contests, floor energy, etc
- Interacts regularly with clients
- Conducted regular meetings with the sales team to review goals, discuss challenges, and strategize for upcoming campaigns.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Developed incentive programs for employees to motivate them to reach their targets each month.
- Organized weekly one-on-one meetings between reps and managers to evaluate progress towards goals.
- Trained new hires on company policies, procedures, and processes related to sales operations.
Sales Rep
Link Essential
Phoenix, AZ
2011.08 - 2013.08
- Sales of sporting goods
- Specialized in and increased retail
- Provided customer service and coordinated effective communication between customers and management
- Trained and mentored new sales rep using real life situations providing both positive and negative feedback, enforcing skills and building self-esteem
- Analyzed market trends to identify potential sales opportunities.
- Generated new sales leads through cold calling and networking activities.
- Developed and maintained relationships with customers to ensure repeat business.
- Developed key customer relationships to increase sales.
- Provided every customer with comprehensive assistance upon entering store through merchandise selection and completion of purchases.
Collections Rep
Gate stone
Phoenix, AZ
2008.06 - 2010.01
- Collected on past due accounts from 30-120 days past due
- I also took inbound calls from customer who was responding to voicemails that was left by sales rep
- Setup payment arrangements
- I also skipped traced accounts
- Monitored aging reports to prioritize collection efforts on overdue accounts.
- Reasoned with customers and attempted to negotiate full balance payments.
- Utilized collections software and databases for efficient account management.
- Utilized skip tracing resources to complete background checks and loan documents.
- Monitored overdue accounts using automated information systems.
Education
High School Diploma -
South Mountian Highschool
2000-05
Skills
- Strong communication skills
- Leadership skills
- Verbal communication
- Written communication
- Ability to analyze performance data
- Coaching plan development
- Problem-solving skills
- Multi-tasking
- Ability to work flexible schedule
- Willingness to learn new skills
- Quick learner
- Teamwork
- Self-motivated
- Highly organized
- Attention to detail
- Efficiency
- Debt negotiation
- Payment processing
- Multitasking
- Payment plan management
- Collections processing
- Repayment negotiations
- Call center experience
- Negotiation tactics
- Skip tracing
- Collections software
- Coaching techniques
- Goal orientation
References
Available upon request
Timeline
Collections Agent
TD Bank
2024.05 - Current
Team Lead
Gatestone
2020.12 - Current
Sales Team Manager
Alorica
2013.05 - Current
Sales Rep
Link Essential
2011.08 - 2013.08
Collections Rep
Gate stone
2008.06 - 2010.01
High School Diploma -
South Mountian Highschool