Tonya Smith
Powder Springs,GA
Summary
Skilled collections professional with over 15 years of extensive expertise in various segments of collections, including first and third-party collections, pre-legal and post-judgment collections, commercial collections, medical collections, personal loans, and installment loans (deficiency balance). Adept at managing a high volume of collections calls in fast-paced, demanding environments.
Overview
17
17
years of professional experience
Work History
Collections Manager
LendingPoint
Kennesaw, GA
10.2022 - 08.2024
- Supervise and manage the daily operations of a team of 17 agents, overseeing performance and workflow.
- Responsible for reviewing payroll daily to address issues, such as late punches, early departures, missed punches, call-outs and agents on paid time off (PTO)
- Reviewed reports, that detailed inbound and outbound calls percentage, Right Party Contact (RPC) rates, Promise to Pay (PTP) percentages and conversion rate percentage. Evaluate Incentive tracking reported to assess agent performance. cures and, balance movement , ranking.
- Operate and monitor the Vonage Dialer list for call intensity, ensuring the appropriate number of agents were assigned to each bucket: 1-30, 31-60 and 61-90+ days, to enhance collection efforts.
- Additionally, monitored the phone dashboard for inbound call abandon rates, managing agents to maintain an abandon rate of under 3%.
Team Lead/Collections Specialist
LendingPoint
Kennesaw, GA
03.2021 - 10.2022
- Perform new hires training and help integral role in enhancing daily operational productivity through coaching and development.
- Handle escalated calls, on disputed accounts, answer question from agent to help with problem accounts.
- Conducted manual calls, averaging 130 calls daily, including skip tracing, Negotiating payments with customer s and payment plans with debt management companies.
- Received the "Above and Beyond" award for Q4 2021 for exceptional performance.
Legal Assistant
US Auto Sales
Duluth , GA
03.2018 - 01.2019
- Attended court hearing to obtain judgement against customers withholding vehicles due to non-payment, ensuring compliance with legal procedure and effective case resolution.
- Managed electronic filing of legal documents with the court and maintained organize physical files to ensure compliance and easy access to case material.
- Facilitated the repossession process for vehicles in default, ensuring compliance with legal protocols for recovery.
Collections Representative
US Auto Sales
Duluth , GA
02.2017 - 03.2018
- Provided high-quality customer service while collecting payments on delinquent accounts, ensuring customer satisfaction.
- managed collection efforts on assigned ques, handing both early and late-stage delinquency accounts to optimize recovery.
- Facilitated voluntary repossession and sought solutions to help customers retained their vehicle whenever feasible.
Collections Representative
Sequium Asset Solutions
Marietta, GA
06.2014 - 04.2016
- Executed 100+ outbound and inbound calls using the Touch Star Dialer system to meet company goal, effectively reducing losses and increasing profitability.
- Consistently exceeded company monthly goal, reaching over of reaching over $150,000 in collections.
- Resolved escalated calls, emailed invoices, process credit cards payment to ensure.
- Negotiated payment arrangements businesses to prevent service disconnect and maintain client relationships.
Unit Manager
Segiums
- Managed a team of 10 Business Customer Care Representative, overseeing performance metric to drive accountability and enhance customer service delivery.
- Ranked in the top 8 % of Customer Care Managers with the company, demonstrating exceptional leadership and operational excellence.
- Received the Unit Certificate for Unit Manager of the month in recognition of outstanding performance and contributions to team success.
Litigation Legal Assistant
Fred Hanna and Associates
Marietta, GA
03.2007 - 06.2013
- Reviewed credit report to assess suit-worthiness and determine appropriate legal actions.
- Managed all aspects of legal accounts from initial filing through judgement ensuring comprehensive oversight of each case.
- Negotiated settlement and consent arrangements with customers, attorneys, and debt consolidation companies facilitating timely resolution's.
Education
Some College (No Degree) - Investments And Securities
Kaplan University
Davenport, IASome College (No Degree) - Paralegal Studies
Georgetown University
Washington, DCSkills
- Proficient in Microsoft
- Conflict Resolution
- Invoicing expertise
- Negotiation
- Analytical Skills
- Asset Recovery
- Problem Solving
- Performance Tracking
Timeline
Collections Manager
LendingPoint
10.2022 - 08.2024
Team Lead/Collections Specialist
LendingPoint
03.2021 - 10.2022
Legal Assistant
US Auto Sales
03.2018 - 01.2019
Collections Representative
US Auto Sales
02.2017 - 03.2018
Collections Representative
Sequium Asset Solutions
06.2014 - 04.2016
Litigation Legal Assistant
Fred Hanna and Associates
03.2007 - 06.2013
Unit Manager
Segiums
Some College (No Degree) - Investments And Securities
Kaplan University
Some College (No Degree) - Paralegal Studies
Georgetown University
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