Victoria Chavez
Collections Manager
Las Vegas,NV
Summary
High-performing Operations Leader with over 20 years of experience delivering successful improvements for business operations, profitability and team development. Service- oriented 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
23
23
years of professional experience
Work History
Collections Manager
USCB AMERICA Revenue Cycle Solutions Healthcare
08.2020 - 08.2023
- Revenue cycle management for healthcare entities such as Kaiser Permanente, MD Anderson Cancer Center, Adventist Health, UCLA Medical center as well as many more
- New client contract onboarding and client retention to increase client base from 20 to 51 client contracts and maintain 100% client retention.
- Implemented new call center technologies, including Evoke and IVR systems, resulting in a 14% increase in payment and call center efficiency and a 5% increase in customer satisfaction.
- Proficient computer and analytical skills
- Created reports outlining key performance indicators and guidelines for remote staff.
- Measuring, reporting and acting on relevant Key Performance Indicators(KPI).
- 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.
- Implemented new quality assurance program, resulting in a 20% increase in call center performance metrics.
- 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 audits on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Developed and implemented 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 performance improvement plans.
- 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.
- 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 monthly client meetings.
- Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
- Collected call-traffic data via CMS, creating management reports, and providing an administrative interface.
- Responsible for developing incentive plans and contests via gamification and Five9 to motivate remote staff.
- Managed all aspects of operations from recruitment, training, administering disciplinary actions, performance improvement plans to dismissals.
Operations Manager
PORTFOLIO RECOVERY ASSOCIATES
01.2018 - 03.2020
- Tracked and evaluated all aspects of a agent performance resolving any issues quickly
- Assessed employee development needs and provided feedback on their progress towards meeting goals on a weekly and monthly basis.
- Directed day-to-day operations by spearheading implementation of short-term and long-term performance strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- 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.
- Managed a team of 14 agents, achieving a 95% employee satisfaction rate and meeting or exceeding all performance targets for the team.
Collections Manager
INTEGRA SERVICING
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.
Collections Team Manager - Student Loans
General Revenue Corporation-SALLIE MAE
03.2003 - 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.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
Collection Specialist - Wage Garnishment Division
General Revenue Corporation - SALLIE MAE
09.2002 - 03.2003
- 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.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
Collections Agent
USA Funds - Sallie Mae
09.2000 - 09.2002
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
- Reached out to approximately 130 account holders daily.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
Education
Some College (No Degree) - Accounting Program
RIVERSIDE COMMUNITY COLLEGE
Riverside, CASkills
- Staff Recruitment/Hiring, and Training
- Employee Relations/Retention
- Employee Performance Management
- QC/Best Practices/HR
- Client Relations/Retention
- Employee Engagement/Team Building Leadership
- Compliance Assessment
- Critical Thinking
- Strategy Development
- Operational Reporting
- Prioritizing and Planning
- Corporate Trainer
- FDCPA/CFPD
- Cultural Diversity
- Proficient in SAP
- Analytical Reasoning
- Advanced Computer Skills
- Performance Improvement/Tracking
- Adobe Software
- Monitoring/Reporting Processes
- Superior Attention to Detail
- SEC and Call Reporting
Timeline
Collections Manager
USCB AMERICA Revenue Cycle Solutions Healthcare
08.2020 - 08.2023
Operations Manager
PORTFOLIO RECOVERY ASSOCIATES
01.2018 - 03.2020
Collections Manager
INTEGRA SERVICING
01.2010 - 01.2018
Collections Team Manager - Student Loans
General Revenue Corporation-SALLIE MAE
03.2003 - 01.2010
Collection Specialist - Wage Garnishment Division
General Revenue Corporation - SALLIE MAE
09.2002 - 03.2003
Collections Agent
USA Funds - Sallie Mae
09.2000 - 09.2002
Some College (No Degree) - Accounting Program
RIVERSIDE COMMUNITY COLLEGE
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