Manager Quality Assurance

Robbyn Williams

**** * ******* *** ***. # ***

Grand Prairie, TX. 75050

Cell: 817-***-****

**************@***.***

Management

Executive Summary:

Extensive management experience for major financial institutions. Possess strong team

leadership, motivational, and coaching skills. Maintain a consultative coaching style and

extensive interviewing and hiring experience. Establish performance goals to meet

efficiency levels, profit targets, and quality assurance standards.

P & L Management Business Development

Skills/Qualities:

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Staff Training & Development Hiring Manager

• •

Microsoft (Word, Excel, Power Point) Analytical

• •

Project Management Closing and Negotiating

• •

Critical Problem Solving Effective Written & Verbal Communication

• •

Team building Efficient Time Management

• •

Strong Organization Ability to work under pressure

• •

Aspect eWorkforce Management Avaya Centre Vu Supervision

• •

Mosaix, Davox, & Memorex Dialer Nice & Click to Coach Monitoring Systems

Accomplishments:

Implemented New Inbound Team which streamlined the process of the end user

i.e. (Customer) and quickened the process.

Managed a team of 35 employees

Decreased call abandonment 18% to 2% by properly moving personal

Recognize for having #1 team for 6 months

Experience:

CitiFinancial Auto Irving, TX

Front Line Unit Manager April 1996 to March 2010

• Provided employees with guidance in handling difficult or complex problems and

in resolving escalated complaints or disputes.

• Implemented corporate and departmental policies, procedures, and service

standards in conjunction with management.

• Discussed job performance problems with employees to identify causes and

issues and to work on resolving problems.

• Trained and instructed employees in job duties and company policies or arrange

for training to be provided.

• Recruited interviewed and selected employees.

Robbyn Williams

Inmac Irving, TX

Credit and Collection Supervisor May 1993 to March 1996

• Established and maintained relationships with individual and business customers,

and provided assistance with problems these customers may encounter.

• Reviewed collection reports to determine the status of collections and the

amounts of outstanding balances.

• Evaluated customer records and recommended payment plans based on

earnings, savings data, payment history, and purchase activity

• Recruited staff members and trained and develop employees.

• Prevented accounts from excessive delinquency using account procedures

• Conducted weekly staff meeting

Sklar Resource Group, Inc. Dallas, TX

Collector May 1992 to May 1993

• Arranged for debt repayment or establish repayment schedules, based on

customers' financial situations.

• Located and notified customers of delinquent accounts

• Advised customers of necessary actions and strategies for debt repayment.

• Located and monitored overdue accounts, using computers and a variety of

automated systems.

• Answered customer questions regarding problems with their accounts.

Cummins Cash & Information Services Grand Prairie, TX

Credit Analyst & Collector February 1987 to July 1992

• Analyzed credit data and financial statements to determine the degree of risk

involved in extending credit or lending money

• Consulted with customers to resolve complaints and verify financial and credit

transactions

• Prepared reports that include the degree of risk involved in extending credit or

lending money

• Reviewed commercial customer files to identify and select delinquent accounts

for collection.

• Conferred with credit association and other business representatives to

exchange credit information.

Education:

Devry University Irving, TX

Human Resource

16 months

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