Angie Carter Email and Phone Number
virginia beach, virginia, united states
Angie Carter's Location
Norfolk, Virginia, United States, United States
Angie Carter's Contact Details
Angie Carter work email
- Valid
- Valid
Angie Carter personal email
n/a
Angie Carter phone numbers
About Angie Carter
Motivated and innovative manager with expert team leadership, planning and organizational skills built during a successful career. Over 25+ years of call center experience in the customer service and collections industry. Experience with business outsourcing process management, employee retention, training and development. Driven and focused on improving the internal and external customer experience to meet the company objectives.
Angie Carter's Current Company Details
Tidewater Finance Company
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Senior Manager of Servicing
virginia beach, virginia, united states
- Website:
- tidewaterfinance.com
- Employees:
- 180
Angie Carter Work Experience Details
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Senior Manager Of ServicingTidewater Finance Company Nov 2023 - PresentVirginia Beach, Virginia, United States• Overseeing of the overall servicing center for subprime finance accounts, encompassing customer service and collections• Development and monitoring of department procedures and policies to ensure compliancy of staff; as needed, reviewing and updating of collection and servicing processes • Forecasting of department needs such as staffing, collection and servicing tools• Management and monitoring escalated customer concerns; addressing and training staff and leaders as needed
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Senior Department ManagerTidewater Finance Company Jul 2021 - Nov 2023Virginia Beach, Virginia, United States• Manage supervisors and representatives in a customer service environment• Develop strategies to manage incoming call volume appropriately • Manage the collections and general servicing concerns of customers• Train and develop staff to ensure compliance polices during account handling• Assisting customers and staff with escalated account issues • Manage interviewing and onboarding new employees as well as disciplinary action • Management of the training and administrative support teams• Forecasting of monthly results as well as setting monthly goals and objectives for the customer service and collections departments• Created and maintained daily spreadsheets for the department goal tracking
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Assistant Director Of CollectionsTidewater Finance Company Jul 2013 - Jun 2021• Managing operations of the collections and customer service department for consumer accounts• Ensuring account coverage, staff management, developing change in process • Management of goals and tracking spreadsheets and well as goal structure for the overall department• Managing personnel related issues, vendor research and development to assist with overall aspects of the call center operations• Assisted with onboarding of new dialer and servicing systems, additional collection skip-tracing tools, expanding development of training program and monitoring structure• Assisted in the opening and development of a west coast office• Managed an outsourcer for the call center which included day to day interaction with the department leaders regarding staffing, production, KPI metrics, etc• Monthly onsite visits to outsourcer to ensure management level engagement was met with the leaders and staff as well as assisting with ongoing training and development of the staff from leadership down
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Training & Quality Development Department ManagerTidewater Finance Company Mar 2013 - Jun 2013• Educating and development of staff on company policies and procedures• Reviewing escalated monitored calls to ensure compliance issues are addressed• Developing a higher education program for staff and monitoring the program• Implementation and development of Quality Assurance scoring system• Organized and edited training manuals, multimedia visual aids and other educational materials• As needed, conducted orientation sessions and organized on-the-job training for new hires when the department training supervisor was unavailable
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Collections Department ManagerTidewater Finance Company Oct 2009 - Feb 2013• Managing the delinquency control of a $149 million dollar automobile portfolio• Reviewing workload to control the proper A.P.E to ensure coverage of accounts• Worked actively with leadership team to create daily and weekly game plans based on weekly collections results• Training and development of Supervisors to ensure accountability was held• Reviewing and monitoring of work to ensure company procedure and policies were complied with as well as compliance of various laws and regulations
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Assistant Collections ManagerTidewater Finance Company Jan 2008 - Sep 2009• Daily tracking of goals and account movement from 30 day through PCO delinquency level• Processing collection reports and results on a daily, monthly and yearly basis• Reviewing Account Managers and Collection Supervisors daily work and need for additional training and development as well as to ensure proper collection practices are being followed• Addressing issues regarding company policies and administering appropriate disciplinary procedures• Interviewing and processing applications of prospective employees• Opening and closing office on rotating nights and weekends as well as monitoring evening and Saturday bank deposits.
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Collections SupervisorTidewater Finance Company Oct 2003 - Dec 2007• Monitoring daily work of collection account managers for additional work, follow-up with skip accounts and escalated customer situations• Scheduled employees to provide full coverage of incoming and outgoing calls• Processing field call request, attorney demand letters, legal action request as well as personal contact letters• Submitting files for repossession and skip tracing
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Customer Service SupervisorTidewater Finance Company Mar 2002 - Sep 2003• Supervising employees daily work in a customer service and P30 collections environment, training and updating employees on new or changed policies and procedures• Handling escalated calls, monitoring phone calls, reviewing account productivity, schedule changes, answering customer questions via e-mail and processing online payments• Followed up with dealers in regards to non-receipt or shortage of payoffs for customers' accounts• Processed of various paperwork as needed or requested by customers to insure proper credit file reporting; this may consist of correction of the payment amount, late charge, interest rate, social security number and the customer's legal name• Interviewed and verified previous work history of prospective employees• As needed, assisted with closing of office as night shift supervisor taking payments, balancing of cash drawer and making nightly deposit
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Collections Account ManagerTidewater Finance Company Jun 2001 - Feb 2002• Collections on delinquent accounts due through 60 days delinquent• Assisting customers with problem solving finance issues and developing ways to get the customers back on scheduled with their signed contract• Processed over the phone payments, due date changes, updated account information, deferment request• Confirming and verifying account information to prevent loss of contact or location of customers
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Customer Service RepresentativeTidewater Finance Company Sep 2000 - May 2001• Confirming contracts with customers for newly purchased vehicle loans• Verification of loan term, vehicle and insurance • Resolution of any outstanding dealer issues• Soliciting ACH recurring program to ensure regular payments were made• Following up with customer on late first payments • Educating them on the importance of timely payments
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Csr IHsbc Oct 1999 - Aug 2000• Addressing customer issues concerning billing statements, payments, credit line increases, finance charges, skip payments and special interest rate offers• Solicit products to enhance billing, security against fraud and identity theft -
Quality Assurance/ Assistant Training SupervisorIpsos Asi Mar 1997 - Oct 1999• Monitoring and evaluating telephone surveys to insure the validity of the surveys• Training on administration of the test to avoid inadvertent persuasion of answers• Outsourcing work to alternate facilities • Training and monitoring the employees on proper test administration
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Telephone InterviewerIpsos Asi Jul 1996 - Mar 1997• Conducting surveys via telephone to gather public opinion of current and upcoming products. • Administered live testing of new commercial test via television, followed by an immediate evaluation of the viewed product.• Offered viewing of a test pilot of television programming as well as upcoming commercial products testing the memory retention ability of the products in a test ‘prime-time’ setting line-up.
Angie Carter Skills
Training
Credit
Leadership
Management
Account Management
Strategic Planning
Team Building
Finance
Customer Service
Consumer Lending
Loans
Call Centers
Quality Assurance
Customer Retention
Credit Analysis
Credit Risk
Frequently Asked Questions about Angie Carter
What company does Angie Carter work for?
Angie Carter works for Tidewater Finance Company
What is Angie Carter's role at the current company?
Angie Carter's current role is Senior Manager of Servicing.
What is Angie Carter's email address?
Angie Carter's email address is zi****@****cox.net
What is Angie Carter's direct phone number?
Angie Carter's direct phone number is +175757*****
What skills is Angie Carter known for?
Angie Carter has skills like Training, Credit, Leadership, Management, Account Management, Strategic Planning, Team Building, Finance, Customer Service, Consumer Lending, Loans, Call Centers.
Who are Angie Carter's colleagues?
Angie Carter's colleagues are Lynn Sehl, Simone Cummings-Long, Denise Glover, Christopher Rose, Sharon Patterson, Annise Hinton, Debra Corwin.
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