Customer Service Manager

Ledonia “Donna” Carter

E-Mail: *************@*****.***

Cellular: 317-***-****

Objective

Dedicated, goal-driven professional with over 9 years experience in Collection/Credit in the Financial Service

industry. Seeking a position in collection or customer service that is in a fast-paced, goal-oriented environment

requiring an accomplished negotiator with excellent track record for delivering results in return for above average

compensation. Searching for a company with opportunity to advance.

Core Competencies

• Staff development

• Management & team building

• Top performer

• Dealing with difficult customers

• Ability to multitask and prioritize

• Proficient in Fair Debt collection regulations

• Internet Research

Career Highlights

• Lead team of 20-25 staff members, Responsible for training, motivation and support to employees in their

work and achieving target goals. Created and emailed work flow to teams. Controlled and monitored the

Verified Contact and Guaranteed Contact pools for staff.

• Responsible for ensuring contract compliance specific to each department and/or client, while ensuring

effective portfolio management through the coordinated dialer and workflow strategies. Including created

and funning Crystal/FACS reports to determine areas of focus.

• Specializing in staff development including conducting department specific group and individual trainings.

Reinforce each individual’s performance through personal interaction on a daily basis.

• Responsible for the preparation and attendance in weekly team meeting.

• Managed disciplinary issues and resolved conflicts that occurred within the group.

• Scheduling and conducting interviews

• Hiring and Termination of employees.

Work Experience

• Customer Service/Admin Lead, Deca Financial Services, Indianapolis IN – 07/2012 – 03/2014

• Collection Manager, MED - 1 Solutions, LLC Indianapolis, IN - 06/2011 – 07/2012

• Administrative Lead, MED - 1 Solutions, LLC Indianapolis, IN – 04/2011 – 06/2011

• Senior Collector, MED – 1 Solutions, LLC Indianapolis, IN – 04/2010 – 04/2011

• Collector, MED – 1 Solutions, LLC Indianapolis, IN – 03/2005 – 04/2010

Affiliations & Accreditations

1. Managing Difficult Employees – 2012

2. FDCPA Refresher Course – January 2005 through January 2012

3. Effective Collectors – ACA- 2011

4. Crystal Report Training – 2011

5. HIPPA Compliance Course – 2010

6. Red Flag Training – 2010

Education

Kaplan College – Indianapolis, IN, Medical Assisting Associates Degree Earned – Graduate 10/2005

Gentry High School, Indianola, MS Diploma received

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