Kelli Bailey Email & Phone Number

Greater Columbus Area

Columbus, Ohio

• Manage Facilitations Department- 6-12 processors, 2 managers• Retention and development of management staff and employees• Exhibit excellent communication skills, collaboration, and cooperation with multiple departments throughout the division mainly through e-mails and conference calls• Technical writer of Training Documents and Standard Operating Procedures • Create and approve various types of letters for multiple areas in the division with the legal department• E-mail borrowers individual letters as needed, assist other departments in this area• Maintain multiple departmental e-mail inboxes• Retention of all borrower applications and correspondence and all Administrative Wage Garnishment hearings and correspondence in onsite filing and offsite storage• Coordinate destruction requests for retained documents at the end of designated retention period with offsite storage location• Point of contact for outside vendor maintenance• Order and keep stock of mailing, office, printer and copier supplies• Ensure all office equipment is in working order and schedule maintenance as needed, including printers, copiers, fax machine, postage machine, letter folder• Work with IT department to ensure Share Point site is fully functioning• Provide excellent service to both internal and external clients• Ensure compliance with all client and legal requirements and directives• Provide quality responses and action plans for both internal and external audits• Research and respond to consumer complaints from the CFPB, BBB, and Attorney General• Approve loan rehabilitation and loan consolidation applications and submit them for funding• Document borrower correspondence• Produce and administer Quarterly and Monthly Planning Guides• Calculate quarterly bonuses for management and employees• Conduct monthly production contests and coordinate quarterly employee appreciation events• Approve disciplinary actions, annual appraisals, vacation requests, and time cards

Columbus, Ohio

• Manage several key support areas- including Facilitations Department, Administrative Wage Garnishment Payroll Department, and Business Analysts- 15-20 processors, 2 managers• Retention and development of management staff and employees in all areas of responsibility• Conduct second interviews for potential new hires• Exhibit excellent communication skills, collaboration, and cooperation with multiple departments throughout the division mainly through e-mails and conference calls• Resolve account exceptions and inventory control issues• Technical writer of Training Documents and Standard Operating Procedures • Work with IT department to ensure all templates for applications are current versions• Order and keep stock of mailing, office, printer and copier supplies• Ensure call standards and contact rates are maintained in the Payroll Department• Assist Business Analysts with completing requested Divisional Action Items- including client, compliance, and operational requests• Provide excellent service to both internal and external clients • Ensure compliance with all client and legal requirements and directives• Provide quality responses and action plans for both internal and external audits• Approve borrower rehabilitation and consolidation applications• Document borrower correspondence• Submission of all rehabilitation applications and consolidation applications for funding to all Guarantee Agency clients and respond to client funding denials• Retention of all borrower applications and correspondence and all Administrative Wage Garnishment hearings and correspondence• Produce and administer Quarterly and Monthly Planning Guides• Calculate quarterly bonuses for management staff and employees• Conduct monthly production contests• Approve and administer disciplinary action and employee appraisals• Approve vacation requests and time cards• Top Gun Operational Support- 1st Quarter 2014, 2nd Quarter 2014, 4th Quarter 2016

Columbus, Ohio

• Managed 2-4 Units in the Programs Department- 15- 20 representatives, 2 managers• Continue to perform duties of a Unit Manager as listed below• Revised phone and file reviews for the Programs Department on an as needed basis• Coordinated and lead weekly floor meetings to educate employees• Prepared schedules for faxing, daily reports, and updating production totals• Compiled and distributed data for daily exception and inventory control reports• Reviewed and educated managers on weekly/monthly Quality Control audits• Prepared production bonuses for the Programs Department• Prepared monthly production budgets for the Programs Department• Conduct second interviews for potential new hires

Columbus, Ohio

• Managed a unit of 7-13 program representatives• Interviewed potential candidates for positions in the programs department• Conducted phone, file, and side by side reviews of employees• Maintained Monthly Planning Guide book and consistently scored above the office average• Trained and prepared College Management Trainees for the Unit Manager position• Prepared and administered disciplinary action and employee appraisals• Participated in weekly floor meetings to educate employees

Columbus, Ohio

• Made outgoing calls to collect applications and payments for the rehabilitation program• Learned basic management duties, such as performing phone and file reviews, providing feedback to programs representatives, and assisting to maintain a Monthly Planning Guide book• Performed faxing duties for the department• Trained new hires

Gahanna, Ohio

• Increased call quality in a major collection facility through the use of phone monitoring for the American Express client• Provided immediate feedback to collectors and their supervisors regarding areas of strength and opportunities for improvement• Performed disciplinary write-ups for compliance errors• Lead and participated in collaboration conference calls with other vendors and the client• Educated representatives on compliance with the FDCPA during daily floor meetings, through office postings, handouts, and team meetings• Communicated new compliance training information to the collection floor on an individual basis and through group meetings• Designed and produced compliance training and bulletin board materials• Tracked daily attendance for the entire call center

Gahanna, Ohio

• Collected on delinquent American Express credit and charge card accounts through the use of both inbound and outbound phone calls.• Advised card members of various payment options available to them.• Detailed computer documentation of phone conversations.• Member of a temporary skip tracing unit

Dayton, Ohio Area

• Checked in and checked out books for patrons• Assisted patrons in locating books and other materials in the library• Assisted patrons in using the computerized card catalog system• Scanned books and put them onto book carts to be put away by myself or other library assistants• Assisted supervisor with receiving, scanning, and delivering Ohio Link shipments from other libraries

Bachelor Of Science (Bs), Psychology

Activities and Societies: Golden Key National Honor Society, Psi Chi National Honor Society, Psychology Club Graduated Magna Cum Laude

Education record

Activities and Societies: Quiz Bowl, German National Honor Society Graduated with Honors