supervisor

Glenda Rodriguez

**** ****** ***** ****, ********, TX 77407

832-***-****

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

OBJECTIVE

To obtain a challenging position that will allow me to utilize my current expertise and provide the opportunity to gain new knowledge and experience.

EDUCATION

Houston Community College, Houston, Texas

Business Management – AAS

Completed 10 credit hours towards AAS in Business Management

EXPERIENCE

Supervisor

First Data, Sugarland, Texas September 2001 – June 2015

Supervised two departments in the company Merchant A/R (Commercial Debt) and Financial Institutional Products (Consumer bank debt)

Evaluated assigned Collectors (20 direct reports & 50 indirect) through direct phone monitoring, review of Coordinator generated side-by-side evaluations and system generated collector’s activity reports

Coached and counseled staff regarding improved performance and productivity

Ensured adherence to provisions of Fair Debt Collections Practices Act (FDCPA) and Fair Credit Reporting Act (FCRA)

Supervised staff through communication of departmental and company policies and operational procedures to ensure compliance and recommend disciplinary actions as needed

Interacted with merchants as well as internal sales and services department to resolve complaints and disputes.

Assisted in creating, organizing, implementing and tracking of monthly department contest

Prepared and distributed payroll for staff of 20 direct reports

Assisted in planning department goals and strategies

Prepared staff schedules to optimize prime-time phone coverage and ensure compliance through systemic tracing of attendance

Coordinator

First Data, Sugarland, Texas August 1999 – September 2001

Lead group by providing assistance with various operational activities

Address quality and productivity issues with all agents

Monitor systems and work volumes and manage appropriately

Assist supervisors in managing work queues to insure compliance with all federal and state regulations

Collector

First Data, Sugarland, Texas August 1998 – August 1999

Collect via telephone in a call center environment manually or on an automatic telephone dialing system

Maintain a quarterly and monthly performance goal

Be in compliance to collection laws included in the Fair Debt Collection Practices Act (FDCPA) and the Fair Credit Reporting Act (FCRA)

SKILLS

Microsoft Excel, Access, Word, PowerPoint, Outlook

Fluent in English and Spanish

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