Robin Bailey Email & Phone Number

Daniel Island, Sc

· Directly supervises a team of call center agents· Provides and documents performance feedback through side-by-side coaching· Delivering of performance reviews · Manages service levels based on client contract agreements· Participates in the interviewing process and makes hiring recommendations· Improves customer satisfaction and call quality by monitoring and giving feedback· Increases effectiveness of call monitoring by calibrating with the quality department· Utilizes reporting to manage improvements in individual, team and queue performance· Manages change through effective communication and support of change· Lead on department attrition reduction· Team building committee

-Place outbound calls on secured and unsecured loans that are in delinquency status.-Handling cash drawers, deferments, adjustments of terms, refinances of loans-Collections on loans from 5 days delinquent to over 120 days delinquent by phone or in person.-Handling communications and reviewing of customer’s accounts and loan options.

· Place outbound calls and accept inbound calls on accounts to consumers and business accounts on a daily basis, to negotiate repayment of the debt, locate a consumer or to follow up on a previous commitment.· Utilize the best strategy available under company policy or client contract when negotiating repayment, including, payment in full, compromise of balance, ongoing monthly payment arrangements.· Demonstrate effective skip tracing techniques by locating debtor home phone number, address, and/or place of employment and process accounts for legal action· Knowledge of the process of bill of lading, proof of delivery and invoices for freight companies.

-Maintaining employee policies and maintenance of employee records, new employee documentation.-Employee relations-HR Compliance with Benefits, FMLA, LOA(Leave of Absence), Short term disability, long term disability.Unemployment meetings and documentation-Performance reviews and record keeping of training and coaching sessions-Leadership Seminars passed and graduated NCO University-Managing a team of 10-26 employeesInterviewing process-Training program with new hires and current employees-Client liaison-Create and implement new processes to increase and generate revenue-Maintaining a successful profit during the year of the contract and I have maintained our EBITA and have profited the project and maintained a 20% profit. -Payroll and attendance-Develop processes and procedures to ensure maximum efficiency and effectiveness of team.-Develop and maintain applications as needed to track all necessary components such as, time off and shift change requests.-Update and maintain scheduling software as needed.-Manage unit productivity, monitor workload, and ensure that quality standards are consistently achieved and guidelines are followed.-Organize and create methods in communication, policies, and procedures that work in collaboration with Operations, Training and Quality, Information Technology, and Human Resources at all levels.-Accountable for all decisions, actions, and directives with respect to job responsibilities.-Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.-Follow up in a timely manner to ensure customer satisfaction.-Provide feedback to management concerning possible problems or areas of improvement.-Make recommendations to implement improved processes.-Perform other duties as assigned by management.

Master'S Degree, Human Resources Management, B+

Associate'S Degree, Management