Angela Sinclair Email & Phone Number

Milwaukee, Wi, Us

Waukesha, Wi, Us

• Taking incoming calls from customers• Taking escalated calls from customers & associates • Participating in ongoing department training & development• RPS Saved Account project• Desk Audit scheduling• Floor Resource• Facilitate Team Huddles• Compiling and implementing team incentives• Team recognition board

• Taking incoming calls from customers • Participating in ongoing department training• Compiled interest rate calculation help sheet• Received great quality scores for monitored calls• Achieve and exceed goals set forth in coaching sessions• Utilized as a POD resource• Shadow for Kohl’s Associate Mentorship Program (KAMP)• Shadow for Floor Resourcing

•Taking incoming calls from customers of various clients•Participating in ongoing training for new clients•Completing required training for ISO certification•Compiled help sheets to help with the systems required for the job•Received perfect quality scores on all calls that were monitored•Good reviews in a quality session and 45 day review

•Responsible for managing a team of 16 phone representatives•Assisting with Event Committee, building team moral and increasing productivity•Coaching team members in regards to department statistics including one on ones and side by sides•Able to assist with contributing to department service level and delinquency goals•Created a tracking sheet for team member performance•Completed team member performance reviews•Assist with new hire training classes•Creating helpful tools for team members to increase quality scores•Tracking PTO and attendance for team members•Coaching and developing team members within the team•Working with other manager’s to assist them with different tools and processes•Working to delegate projects and utilize team strengths to help continue in development

•Completed 3 - 5 month rotations with the Liquidation Phone Team, Conventional Claims, FLAD, and FHA Negotiation•Completed a 1 month rotation in Customer Service•Helped in bringing the escalation line to Collections and the Specialty Phone Team•Assisted with chartering a Toastmasters Chapter for the Milwaukee campus•Managed and directed content for the Accelerated Management Program Webpage•Led the revision of the Accelerated Management Program Participant Guide•Assisted with building reports for forecast and caseload progress•Supervised various sized teams through out rotations •Contributed to the Innovative Leader (the newsletter for the AM Program)•Conducted monthly team meetings•Coached team members through monthly one on ones and side by sides

•Assisted transitioning new hires to the floor from training•Executed escalated projects •Balanced outbound and inbound call volumes•Front line resource for team members in addition to management staff•Audited accounts in loss mitigation campaigns to determine why we were calling •Created a senior resolution database after the initial one was not compiling the data

•Assembled talk offs for the FHA Loss Mitigation Phone Team•Designed a quick reference guide to assist with common issues•Researched accounts and made adjustments where appropriate

•Coordinated GEM training for entire FHA Collections team•Worked with supervisor through one on ones to learn the business side of the department

•Completed Flavor of the Day Calendar and posted on the website•Monitored staff performance on a regular basis•Monitored labor and productivity•Managed a staff of 40+ employees •Implemented ideas to lower daily waste both in the kitchen and front line•Completed orientation for all new hires•Responsible for nightly deposits at the end of each business day•Ensure that customers were satisfied and enjoyed there experience

Worked at locations during this time period in: Oconomowoc, Waukesha, Shorewood, and West Milwaukee.•Responsible for training new hires •Compiled training binder with quick reference guides for both kitchen and front line staff•Official custard scooping trainer•Ensured that customers were greeted and helped in a timely yet efficient manner

Bs, Business Management

Current GPA of 3.4

Aab, Business Management

Graduated with GPA of 3.57

Education record

Activities and Societies: Gamma Phi Beta International Sorority