Customer Service Manager

CHAQUITA ANGLIN

Frisco, TX *****

( Home 469-***-**** Cell Phone 405-***-****

( Email: ****************@*****.***

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Key Competencies

(Management /Administration (Credit /Collections (Problem Resolution

(Customer Service

(Call Center Operations (Employee Development (Organizational

Leadership (Recruiting/Hiring

(Coaching/Training (Policies & Procedures Implementation

(Client/Vendor Management

Professional Summary:

A professional diverse Operations/Collection/Customer Service Manager with

a proven track record of success managing in areas of charged off accounts,

customer service, administration, loss mitigation, call center and loss

recovery. Excellent management and leadership skills including hiring,

training, coaching, motivating, developing team members, and managing

performance. More than 10+ years experience in financial services and

customer care management across banking, automotive, credit card and

telecommunication industries. Knowledgeable, analytical and personable

with excellent problem solving skills and a proven ability to drive

business growth and improve workforce efficiencies. Overall, a high energy

self-motivated leader, with strong interpersonal skills in developing and

maintaining positive working relationships with clients and staff at all

levels.

Professional Experience and Accomplishments:

Capital One Auto Finance (Plano, TX)

March 2008 to July 2009

Department Operations Manager

Reason for Leaving: Laid Off - Position eliminated due to Merging of

Business groups

Leadership responsibility for a diversity of teams within Loss Mitigation

Loss Recovery Department at one of the Top Fortune 500 Companies.

Supervised operations to determine effective business strategies and

resolution/negotiation of loan for further collections, repossession, legal

process, bankruptcy or charge-off.

Responsible for identifying and executing successful business

strategies to improve effectiveness, efficiency, productivity, and

profitability for the company, associates and vendor partners

Directly lead, supervised and managed a team of 5 Unit Managers,

Vendor partners and indirect reports of 70 associates

Drive associate and vendor performance and development and present

monthly performance results to upper management

Managed various projects/initiatives as they relate to the core

business of the Loss Mitigation Recovery Department

Identified and executed functional strategies to improve

effectiveness, efficiency, productivity, and profitability

Ensured monthly forecast for each team was achieved and that

department remained within expense budget

Responsible for delivering yearly performance appraisals, disciplinary

actions and employee development

Areas managed - Total Loss Recovery, Gap Insurance, Dealer, Estate, &

Sales Tax Recoveries. Recovery Skip, Bankruptcy and Vendor

management.

**Accomplishments: Each month team goals/department forecast were

achieved. Improved RPC's by incorporating usage of dialer and virtual

call jobs in collection strategy. Increased departments percentage of

dollars collected over forecast by 10%. Created a monthly recognition

program to increase employee morale and recognition of Top Performers.

Incorporated the use of Monthly Planning Guides to track performance

of direct report managers and associates. In 2008, exceeded end of

year forecast by over 10% which created additional dollars collected

of over $10 million dollars.

CONN'S Corporation (Dallas, TX)

May 2006 to October 2007

Senior Credit / Collections Manager

Reason for Leaving: Laid Off - Dallas Call Center Closed and Relocated to

San Antonio, TX

Managed a portfolio with a net worth of over $37 Million and

outstanding accounts up to 70,000 (1-29 days delinquent).

Directed and managed all operational functions of call center,

including workflow, dialer strategies, and staffing levels to minimize

financial losses to the company, reduce roll rates and ensure

efficient utilization of staff.

Leadership responsibility for a team consisting of 4 direct report

Supervisors, 3 Team Leads, and indirect reports of up to 50 Collection

Counselors.

Monitored phones for quality assurance and FDCPA compliance

Set goals for department and team based on portfolio targets to keep

company losses to a minimum.

Implemented and maintained policies and procedures to ensure company

and FDCPA compliance.

Identified and executed functional strategies to improve

effectiveness, efficiency, productivity, and profitability while

providing exceptional service to internal and external customer.

Managed recruiting, interviewing, hiring and training schedules and as

well performed other human resources related functions such as

employee suspensions, new-hire paperwork and administering

disciplinary actions up to request for terminations.

**Accomplishments: Selected to start up and oversee the day to day

operations of the Dallas Call Center. Improved the overall collection

process by implementing training procedures to improve employee performance

by 25%. Increased the departments overall PTP% and RPC's by 10%.

Implemented monthly employee recognition programs and contests to increase

employee morale. Implemented use of Monthly Planning Guides to track

performance of direct report managers and associates.

G.C. Services (Oklahoma City, OK)

Collections Manager

Reason for Leaving: Relocated to Texas 2004 to

2006

Leadership responsibility for a team of associates in a challenging charge-

off collections environment at the oldest leading provider of teleservices

and collection solutions in America. Ensured team focused on customer

satisfaction while collecting on balances due.

Motivated, coached, developed, trained and provided leadership

guidance to staff consisting of 3 Direct Report Manager Trainees,

Administrative Assistant and Collections Representatives up to 35

persons.

Managed a portfolio of charge-off accounts indebted to various credit

card and telecom clients.

Created and analyzed predictive dialer reporting to ensure most

effective calling strategies and efficient utilization of staff.

Monitored and evaluated calls to ensure professionalism, compliance

with client work standards and FDCPA were adhered to.

Handled billing inquiries, balance disputes, bankruptcies, and daily

correspondence.

Provided daily feedback and couching to employees on productivity,

performance, and attendance concerns through documentation of monthly

planning guides, side by sides, file reviews, and yearly appraisals.

Prepared reports on department performance for executive management

and clients.

Performed human resources related functions including interviewing,

reviewing resumes, hiring, suspensions, firing, updating payroll and

administering disciplinary actions up to termination.

**Accomplishments: Received Manager of the Year Award. Department goals

consistently ranked #1 with one of our top clients. Improved client

satisfaction scores by 25%. Recognized monthly at department meetings for

teams consistently obtaining client /forecast goals.

Check N' Go of Oklahoma (Oklahoma City, OK) 2003 to

2004

District Director of Operations

Reason for Leaving - Too much traveling out of state for long periods of

time

Managed the daily operations and profitability of 8 branch locations

within Oklahoma

Managed and was responsible for District sales, collections and debt

management, profit performance, site operations, customer service, and

supervising location Managers.

Managed and was responsible for providing sales and operations

training to location Managers, developing store action plans that

quantify fee and bad debt performance for the purpose of enhancing

store profits.

Established, attained and reported goals of targeted key indicators of

store performance, e.g. new customer accounts, referrals, outside

sales calls and inactive customer accounts.

Managed recruiting, interviewing, hiring and training schedules and as

well completed other human resources related functions such as

employee suspensions, new-hire paperwork and administering

disciplinary actions up to request for terminations.

**Accomplishments: District consistently had the lowest percentage of bad

debt ratio under 6%

West Corporation (Oklahoma City, OK)

2001 to 2003

Project Manager/Account Order Specialist

Education:

Rose State College 1993-1994

*Coursework towards Sociology Associates Degree

University of Phoenix 2002-2003

*Coursework towards Business Management Degree

Additional Training:

*Information Protection/Retention *Managing within the Law *Insider

Trading *Unfair or Deceptive Acts or Practices

Certifications:

Business Process Management - December 2008

EEO and Affirmative Action (HRCI/PHR) - Certificate of Completion -

December 2007

Human Resources Fundamentals (HRCI/PHR) - Certificate of Completion -

January 2010

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