Victoria Chavez
3103 Brockington Las Vegas,NV
Summary
High-performing Operations Leader with over 20 years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
25
25
years of professional experience
Work History
Collections Manager
USCB AMERICA
Las Vegas, NV
08.2020 - 08.2023
- Managed call center Supervisors, collection staff and compliance team.
- Revenue cycle management for healthcare entities such as Kaiser Permanente, MD Anderson Cancer Center, Adventist Health and many more.
- New client onboarding and client retention to increase client base from 20 to 51 client contracts.
- Developed training materials for new and existing staff on call handling procedures, policies, and customer service techniques to align with client contracts and specifications.
- Created reports outlining key performance indicators and guidelines for remote staff.
- Onboarded nearshore contact center to including hiring, training and auditing new and transferred staff.
- Measuring, reporting and acting on relevant Key Performance Indicators(KPI).
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as Insurance billing, client services and IT to ensure smooth functioning of all activities related to customer service operations.
- Assisted in developing an effective system for tracking client requests from initial contact through resolution.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Drafted scripts for agents handling incoming calls ensuring accurate and effective responses.
- Analyzed financial reports on a regular basis to identify areas of improvement in the revenue cycle process.
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Performed data analysis to identify trends in denials or rejections from payers and develop strategies for resolution.
- Implemented new policies and procedures for streamlining workflow processes within the revenue cycle department.
- Ensured adherence to HIPAA guidelines when handling protected health information.
- Evaluated revenue cycle processes and established actionable methods to increase productivity and efficiency.
- Oversaw complete lifecycle of revenue operations.
- Monitored revenue and compared to targets to address variances and resolved actual-to-budget variances.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Coordinated preparation of external audit materials and external financial reporting for client meetings.
- Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
Operations Manager
PORTFOLIO RECOVERY ASSOCIATES
Las Vegas, NV
01.2018 - 03.2020
- Managed asset recovery operations for clients from all industries for the largest collection company worldwide handling up to $4.2 billion in default paper.
- Tracked and evaluated all aspects of call center performance resolving any issues quickly
- Initiated QC compliance audits with FDCPA, CFPD, and other federal/state agencies.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
Collections Manager
INTEGRA SERVICING
Las Vegas, NV
01.2010 - 01.2018
- Established all facets of call center operations including training of over 55 personnel
- Achieved exceptional performance in a fast-paced environment
- Purchased $4 million in default mortgage paper original loan value around $40 million
- Recouped investment within first year and averaged a 71% overall collection rate
- Structured programs, created compensation plans, training and onboarding strategies
- Participated in all phases of employee recruitment vetting top talent providing optimal success in generating superior management and staff performance
- Cultivated and nurtured relationships with outside vendors.
Senior Collections Manager - Student Loans
SALLIE MAE
Las Vegas, NV
01.2000 - 01.2010
- Executed optimal workflow plans ensuring team KPI were achieved daily, weekly, monthly
- Maintained a revolving $300 million student loan collections portfolio
- Restructured loans per available programs with a 67% loan retention rate
- Minimized future delinquency and default by striving to address their concerns
- Hired, trained, motivated, and supervised over 25 direct reports
- Improved productivity by aligning business/personal purpose, vision, mission, and values.
Asst. Manager - Wage Garnishment Division
SALLIE MAE
Las Vegas, NV
01.2000 - 01.2010
- Assisted with successfully handling escalated calls resolving default loans voluntarily or involuntarily if necessary
- Addressed and coached employees on compliance issues and FDCPA violations
- Processed and audited federal wage assignments.
Collection Supervisor
NOS COMMUNICATIONS
Las Vegas, NV
01.1999 - 01.2000
- Recovered 30-60-90-day delinquent land line and cell phone account balances
- Managed an average $700,000 portfolio with an exceptional 83% collection rate via often restructuring of their plan.
Education
Accounting Program -
RIVERSIDE COMMUNITY COLLEGE
Skills
- Portfolio Management
- Call Center Management
- Program Management
- Staff Recruitment and Hiring
- Team Building Leadership
- Employee Engagement
- Employee Relations/Retention
- Employee Performance Management
- Contract Negotiations
- QC/Best Practices/HR
- Client Relations/Retention
- Employee Engagement
- Value-added Methods
- Compliance Assessment
- Critical Thinking
- Strategy Development
- Operational Reporting
- Prioritizing and Planning
- Corporate Trainer
- Regulation Compliance
- FDCPA/CFPD
- Cultural Diversity
- Past Due Procedures
- Proficient in SAP
- Analytical Reasoning
- Advanced Computer Skills
- Performance Improvement
- Performance Tracking
- Adobe Software
- Monitoring Processes
- Superior Attention to Detail
- Account Reconciliation
- Policy Enforcement
- Conducting Investigations
- SEC and Call Reporting
- Business Correspondence Writing
- Script Writing
- Accounting Operations Management
- Payment Acceptance
- Behavioral Coaching
- Project Management
- Policy Reinforcement
- Trend Analysis
- Regulatory Compliance
- Goals Setting
- Complaint Investigation
- Risk Analysis and Mitigation
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Collections Manager
USCB AMERICA
08.2020 - 08.2023
Operations Manager
PORTFOLIO RECOVERY ASSOCIATES
01.2018 - 03.2020
Collections Manager
INTEGRA SERVICING
01.2010 - 01.2018
Senior Collections Manager - Student Loans
SALLIE MAE
01.2000 - 01.2010
Asst. Manager - Wage Garnishment Division
SALLIE MAE
01.2000 - 01.2010
Collection Supervisor
NOS COMMUNICATIONS
01.1999 - 01.2000
Accounting Program -
RIVERSIDE COMMUNITY COLLEGE
Training
- Management Development Certificate
- NV Collections License
- Train the Trainer
- Five 9
- Behavioral Interviewing
- Ontario Systems
- TCN Communications
- Epic Systems
- LiveVox System
- Understanding HIPAA/regulations
- Customer Service Oriented
- Deliver effective and constructive feedback of individual performance through one-on-one meetings.
- Establish and maintain effective relationships with internal and external business partners.
- Facilitate sharing of best practice and learnings and key remedial risks to deliver " best in class " debt management.
- Internal and external dispute resolution; escalation management.
- Train and develop the team through succession planning, personal development plans and talent management.
- Internal and external dispute resolution; escalation management
Training
- Management Development Certificate
- NV Collections License
- Train the Trainer
- Five 9
- Behavioral Interviewing
- Ontario Systems
- TCN Communications
- Epic Systems
- LiveVox System
- Understanding HIPAA/regulations
- Customer Service Oriented
- Deliver effective and constructive feedback of individual performance through one-on-one meetings.
- Agent leadership and mentoring to ensure employee retention and internal promoting.
- Establish and maintain effective relationships with internal and external business partners.
- Facilitate sharing of best practice and learnings and key remedial risks to deliver " best in class " debt management.
- Train and develop the team through succession planning, personal development plans and talent management.
- Internal and external dispute resolution; escalation management
- Administrative responsibilities such as time cards, spreadsheets, team meetings, etc.
- Behavioral coaching.
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