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Manager Microsoft Office

Houston, TX
November 21, 2018

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Tracie Black

Collection Manager - SWC Group

Dallas, TX 75287


Work Experience

Collection Manager

RGS Financial - Richardson, TX

June 2018 to Present

<p>Working with multiple agents on different client portfolio’s to ensure they the agent and client goals are meet. Pulling and grading compliance calls and calibration and conferences calls on a daily basis. </p>

Collection Manager

RGS Financial - Richardson, TX

June 2018 to Present

Collection Manager

SWC Group

June 2016 to Present

Responsible for the management of a team of 6 Agents for Property/Commercial/PPA

. Manage an Outsourced team of 45 Agent (3rd Party Collectors)

. Conducts daily call audits and SXS with Agent in person and via skype

. Set monthly and daily goals and generates motivation by creating incentives

. Conducts quarterly and annual appraisal of all Agents performance.

. Performs weekly call calibrations and Training.

collection Supervisor

Ace Cash Express

June 2011 to May 2016

Responsible for team of 15+ Collectors, managing daily productivity of schedule adherence, utilization objective and dollars collected.

• Responsible for hiring, performance appraisals, progressive disciplinary process and terminations

• Conducts weekly/monthly one-on-one coaching sessions to build rapport, while providing performance feedback and guidance.

• Performs weekly quality call audits to identify areas of improvement. Calibrate with Training, Quality and leadership team to review call handling techniques to ensure consistency across all channels. 214-***-****

Collector/ Trainer/ Lead Floor Supervisor/Account Manager Resident Collect, Inc

October 2007 to May 2011

Managed $7k+ accounts receivables portfolio in an inbound call environment, averaging 100+ calls per day.

• Point of contact for customer escalations

• Verified and approved employee timecard submissions.

• Monitored fee based objective and consistently met/exceeded monthly target.

• Negotiated settlement payments on bad debt accounts >210 days delinquent

• Partnered with Workforce Management to ensure sufficient staffing on daily basis and made schedule adjustments as needed.

• Responsible for hiring, performance appraisals, progressive disciplinary process while recommending employee terminations based on overall performance Collector/ Floor Supervisor/Trainer

Rent Debt, Inc

February 2006 to October 2007

Made Outbound calls to collect on past due balance of apartment and housing debts. Proposed settlement offers to secure

Assisted in training, hiring and scheduling. Complete side by side evaluations, to increase productivity.

Credit verifications new business and existing

System Knowledge:

Microsoft Office Suites, Word, Excel Power Point/ AS400, SAP, Tele-gence Yonix Laws 3.0; E- commerce, Unified, Lync


High school or equivalent


Driver's license

Additional Information

Call Center/KPI Management

Process Improvement

Customer/Employee Retention

Motivational Leadership

Performance Management

Compliance Management

Contact this candidate