YVETTE WALTON
Columbus,OH
Summary
Experienced Collections Professional with over 15 years in team leadership and customer relationship management. Led training initiatives to enhance compliance and performance while fostering collaborative work environments. Optimized collections processes through effective communication and negotiation, and managed debt recovery efforts. Strong negotiation skills and ability to build rapport quickly contribute to successful customer account management.
Overview
36
36
years of professional experience
Work History
Collector
Linebarger Goggan Blair & Sampson
DUBLIN, OH
05.2010 - Current
- Contacted customers to secure payments, reinforce obligations, and clarify default procedures.
- Developed repayment plans aligned with account holders' financial situations to facilitate debt recovery.
- Reviewed account statuses regularly to prioritize collections efforts effectively.
- Processed accounts for litigation with the legal team.
- Assisted customers with inquiries regarding billing statements and account status.
Collections Supervisor
Linebarger Goggan Blair & Sampson
Dublin, Ohio
09.2016 - 03.2020
- Supervised collections team to ensure compliance with legal and ethical standards.
- Monitored account statuses and resolved discrepancies in client records.
- Reviewed customer payment arrangements for appropriateness based on account history.
- Notified customers of delinquent accounts by mail and telephone to obtain payment.
- Conducted skip tracing to find missing customers with unpaid accounts.
- Provided guidance and direction to employees on proper collection techniques that adhered to company policy.
- Provided coaching and mentorship to new employees on company policies.
- Performed research and due diligence to resolve issues.
Team Leader
Discover Financial Services, DFS
New Albany, Ohio
07.2000 - 01.2010
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Led team initiatives to enhance customer service processes and workflows.
- Coordinated training programs for new team members to ensure effective onboarding.
- Created training materials and conducted group trainings on new processes or procedures.
- Mentored staff on best practices and company policies for consistent performance.
- Delegated daily tasks to team members to optimize group productivity.
- Maintained a positive work environment that promoted collaboration between team members.
- Collaborated with cross-functional teams to streamline communication and project execution.
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Collaborated with other departments to ensure alignment of goals across teams.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Resolved customer inquiries by guiding team members in problem-solving techniques.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Negotiated with vendors and suppliers to secure favorable terms and improve bottom-line results.
- Negotiated with vendors and suppliers to secure favorable terms and improve bottom-line results.
COLLECTOR-TEAM COACH
Discover Financial Services, DFS
Columbus, Ohio
01.1991 - 06.2000
- Managed customer accounts to ensure timely payments and compliance with company policies.
- Conducted negotiations with customers to establish payment plans and settlements.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new staff on company policies, procedures, and collection best practices.
- Collaborated with teams to develop strategies for improving collection processes.
- Met demands of busy collections group by performing a high volume of daily calls.
- Reached out to customer to pursue payments, remind of obligations, and discuss default procedures.
- Participated in regular meetings with internal staff to discuss strategies for improving collections efforts.
- Achieved production goals by training new employees and incentivizing team members.
- Prepared monthly reports summarizing collections activity for management review.
- Performed skip tracing to locate customers with overdue accounts. to locate missing customers with overdue accounts.
Education
Some College (No Degree) - Business Administration
University of Phoenix
Tempe, AZSome College (No Degree) - Chemical Engineering
Ohio University
Athens, OHSkills
- Debt negotiation
- Skip tracing
- Legal compliance
- Account management
- Customer relationship management
- Strong negotiation skills
- Team leadership
- Team training
- Call center background
- Problem solving
- Effective communication
- Active listening
Timeline
Collections Supervisor
Linebarger Goggan Blair & Sampson
09.2016 - 03.2020
Collector
Linebarger Goggan Blair & Sampson
05.2010 - Current
Team Leader
Discover Financial Services, DFS
07.2000 - 01.2010
COLLECTOR-TEAM COACH
Discover Financial Services, DFS
01.1991 - 06.2000
Some College (No Degree) - Business Administration
University of Phoenix
Some College (No Degree) - Chemical Engineering
Ohio University