Nitasha Wilson Short

***** ***** **, ******, ** *2880

abh51o@r.postjobfree.com

Tel: 925-***-****

Personal Statement

Senior Manager with over 13 years of experience in the collection industry. Reputation for increasing

revenue and maintaining quality standards.

Career Objective

Increase office revenue and teach management team how to effectively work accounts for highest unit

yield. Maintain quality performance and provide development opportunities to staff.

Professional Strengths

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Organizational Changes Project Management

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Stategy Planning Quality Management

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Revenue enhancement Employee development

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Work Experience

Recovery Manager (September 2008 September 2010)

Ars National, Rancho Cucamonga, Ca

Developed work strategies which improved client performance.

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Successful in hitting monthly target goals on a regular basis.

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Maintained clients quality expectations.

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Created Team Assistant Pilot Program to coach and develop seasoned collectors and high potential collectors

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for supervisory roles.

Created daily production progress reports and client updates.

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Documented site performance.

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Developed strategy plans to increase revenue per seat.

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Created a recognition board to recognize outstanding performance and high potential collectors.

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Created weekly new hire trend report which identified new hire ranking.

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Managed dialer strategy.

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Created call sloping strategy to work accounts based on highest unit yield.

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Director of Client Services and Quality Assurance (February 2003 June 2008)

West Asset Management, Marietta, Ga

• Maintained great client relationships.

• Created client implementation process for on boarding new clients and product streams.

• Developed strategy plans to increase revenue per seat.

• Developed internal work standards to meet client expectations.

• Managed payment processing center

• Managed client account receivables

• Managed quality audits for all internal processes.

• Documented audit findings and developed action plan for exceptions

• Successful at meeting P&L target goals.

• Reported to VP of Operations. Responsible for all operational processes related to account

management and back office support.

• Trained supporting staff to assist clients.

• Developed issue log and root cause process to identify client issues and provided solutions.

• Created daily production progress reports and client updates.

• Documented site performance.

• Maintained quality records.

QA Manager (March 1997 – February 2003)

Providian Financial, Pleasanton Ca

• Developed internal work standards

• Managed quality audits for all internal processes.

• Documented audit findings and developed action plan for exceptions

• Trained supporting staff

• Developed call monitoring standards

• Developed issue log and root cause process to identify client issues and provided solutions.

• Created daily production progress reports and client updates.

• Documented site performance.

• Maintained quality records.

Other postitions held:

Fraud Represntative

Skip Tracer

Collector

References available upon request.

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