Team Manager
Minneapolis, Minnesota, Us
- Manage Accounts Receivable and Collections Department, with 50 inbound /outbound collection representatives and accounts receivable auditors, to insure account resolution while preserving customer retention. - I recognized a need for collecting unpaid/credited customer invoices and proposed building a team of specialized agents to utilize a soft approach to collections. I created this division of the call center, wrote job descriptions, responsibilities and compensation plans- Maintain relationship with outside collection agency and payment processing center- Maintain lock box payments and reconciliation process while minimizing write-offs- Supervised service levels, recruiting and staffing, employee development and complete operations of A/R department- Developed collections bonus program with the goal of positively motivating representatives through monitoring customer integration and conversion rates- Manager of the Employee Incentive Sales program- I was tasked to create this bonus program for sales representatives using a matrix system that rewarded agents for their closed sales with a combination of performance metrics such as AHT, conversion rates, and revenue per order. Replaced a small program that rewarded the same top performing agents with gift cards, changing the program to reward a broad base of sales agents for more than just closed sale, with cash, motivated the majority and we realized a 27% increase in close rates of four box check orders- Ensure compliance and communication of company policies, processes and Financial Institution Banking procedures, legislation and security/fraud prevention- Far exceeded company standards of customer service, sales levels and employee development- Using agents focus groups, I was charged with developing, maintaining and training the required sales scripts delivered by sales agents- I worked directly with marketing team to write script for new offers, manage test and control teams for new products
