Quality Assurance Training

Monique Phillips

**** ******* **. **** *

Bakersfield, Ca. 93309

Home: 661-***-****

Cell: 714-***-****

Objective

To obtain a position with an established and progressive organization that will increase

and utilize my abilities and skills.

Experience

Tenet Healthcare October 2007- May 2010

Anaheim, Ca.

Collector- Heavy call volume on outbound/inbound dialer system. Negotiated balances

for payments in full, settlements, or payment plans. Dealt with all aspects of accounts

such as insurance, work comp, etc. Scored in 90’s plus on monthly “scorecard”.

Collections Dept. Lead- Responsible for many duties such as, all escalated calls or

Supervisor requests. Coaching, monitoring & scoring calls, training, trouble shooting,

new hire access set ups, help for reps in all areas.

ARS National Corporation January 2006-July 2006

Rancho Cucamonga, Ca.

Trainer- Ran a 3 week training course for new hires. Taught all information needed, such

as all company policies and procedures, FDCPA laws, privacy acts, and the programs

used. I also presented the new hires’ Orientation on their first day of employment; which

included training on Sexual Harassment and discrimination. I was able to teach my

expertise in the collections field and develop top producers within the company.

Ameriquest Mortgage Co. March 2003-April 2005

Rancho Cucamonga, Ca.

Quality Assurance Lead- Coached a team of 15. Advised Management of all disciplinary

action needed due to FDCPA violations within the entire call center. Had ongoing contact

with all Supervisors on the floor to provide feedback on their reps. Provided coaching

sessions. My department monitored roughly 5,280 calls per month.

Payment Counselor II- I obtained a consistent ‘A’ grade on ratings for call volume, call

quality, and payments taken. Handled mostly outbound dialer calls pertaining to

customer’s delinquent accounts. Set payment arrangements.

Triad Financial Corporation April 2002-February 2003

Huntington Beach, Ca.

Deficiency Collector-Handled an average of 800 accounts monthly. Collected on charged

off loan balances. Negotiated balances on vehicles that had already been repossessed.

Ranked highest in department 7 out of 10 months of my employment.

Davis and Goldmark Incorporated July 2000-March 2002

Mission Viejo, Ca.

Legal Department Collector- Had all stale dated files ‘refusals’ to pay. Did heavy skip

tracing. Promoted in 6 months to “Legal” position due to high numbers and ability.

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