Stephanie Clark-Lee Email & Phone Number

Evansville, Indiana Area

• Maintains oversight of functions in local service center; including quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems
• Plans, directs and implements procedures that will assure a high level of customer satisfaction
• Assesses individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met; includes completion of monthly and annual.
• Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals; builds a cohesive team that works well together
• Creates and maintains tools, job aids, and training materials to help employees in their efforts to resolve issues and improve their relationship with customers
• Develops, trains motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service while ensuring that quality standards are met. Is visible and.

Evansville, Indiana Area

• Maintained oversight of the quality management functions
• Directed and managed workflows for continuous quality improvement through measurement, analysis, training, and consulting
• Attracted, selected, and retained high caliber, diverse talent able to successfully achieve or exceed business goals. Built a cohesive team of analysts/auditors that works well together
• Developed, trained, motivated, evaluated and coached staff on work processes/procedures ensuring individual performance standards were met.
• Directed the development of quality assessment and audit program, including purpose, scope and approach
• Developed, implemented and managed quality improvement program, initiatives, and standards

Evansville, Indiana Area

• Manage all attendance and performance related issues for agents.
• Coach, direct, motivate, and appraise performance of agents, provide counseling and mentoring to staff.
• Create and deliver a positive and rewarding work environment.

Evansville, Indiana Area

• Identified personnel training issues through Quality reviews and service observations/monitoring of individual agents.
• Continuously motivate and coach staff to surpass previous goals/standards.
• Provide support for new hire agents, side-by-side coaching, Quality-tips and attend huddles.

Evansville, Indiana Area

• Manage immediate staff compliment of 10-15 representatives.
• Responsible for supervision of Customer Service, Collections and Administration staff of 100+ representatives within the call center.
• Assisting in system implementations and testing of the NICE monitoring program and internal Phone Payment system.
• Responsible for completion of statistical tracking and monthly/annual performance reviews including salary recommendations.
• Interview and select Customer Service and Collection representatives.
• Monitor staff attendance/performance to ensure within guidelines; counsel and issue disciplinary actions as needed.

Evansville, Indiana Area

• Statistical reporting of all credit losses, net recoveries and receivables based on current activity.
• Responsible for monthly incentive plan completion.
• Forecasting and projection of delinquency volumes, credit losses and capacity planning.
• Responsible for supervision of Customer Service, Collections and Administration staff of 100+ representatives within the call center.

Evansville, Indiana Area

• Liaison between American General Finance and contracted third party collection agencies/attorney’s.
• Monitored collection agencies/attorney for quality performance and transmittal of monetary recoveries.
• Assisting in system implementation and testing of the Vision Plus system.
• Responsible for preparing and transmitting due diligence portfolio to prospective third party agencies.
• Management of recovery, agency and legal representatives as well as identified personnel training issues through quality reviews, service observations/monitoring of individual representatives.
• Responsible for completion of statistical tracking and monthly performance reviews.

Bachelor'S Degree, Human Resources Management/Personnel Administration, General

Education record

Education record