Reeta Kumar Email & Phone Number

Mcclellan, Ca

Manage 30+ full time Exceptions (suspense) department research operators. Supervise inbound/outbound calls. Provide support and guidance for department Leads and staff in effectively managing caseload. Define and direct internal entities in difficult/technical and complex transactions resolution. Prepare production schedules; maintain records of attendance, production, accuracy and supplies; ensure requirements, productivity standards, and goals are met. Consistently meet and exceed intraday and aged processing deadlines. Consult closely with external entities: Local Child Support Agencies (LCSAs), Child Support Enforcement (CSE), Custodial Parties (CPs), and Non-Custodial Parents (NCPs), employers, vendors, and business partners, to resolve payment issues including missing, conflicting, or incorrect information. Managed departmental budgets and performed hiring of prospective staff, performing performance appraisals, administering disciplinary actions, and terminations. Facilitate and attend meetings; evaluate current procedures, recommend and implement process improvements; and orchestrate interdepartmental communication to increase payment processing performance • Tasked with maintaining .01 % Service Level Objectives (SLOs) for suspense payments in agreement with State of California contracts.• Executed $1 million+ in child support payment research per month.• Reduced call abandonment rate from 3% to 1%.

Mcclellan, Ca

Managed 30+ full time Data Entry operators in a high volume child support payment processing unit with strict daily deadlines. Managed departmental staffing: interview and hire employees; plan and assign tasks, planned production schedules, maintain records; conduct performance appraisals, discipline and terminations. Consistently met productivity standards and goals. Learned systems from contract vendors; authored and edited system procedures. Trained operators, contractors, and management personnel. Facilitated meetings; performed equipment analysis; designed user request system. • Executed $500, 00 in data entry paper transaction per month.• Promoted to Exceptions Research Supervisor within 5 months.