Gloria Girard

Talented People Manager and Financial Services Expert

Pelham, AL

205-***-****

ad4aa2@r.postjobfree.com

EXPERIENCE

Regions, Birmingham, AL — Debit Card Production Manager Vice President

April 2015- Present

●Managing Debit Card Operations Specialists, Business Systems Analysts and Supervisors. Providing monthly performance feedback as well as coaching and development.

●Review and provide feedback related to Debit Card Complaints as well as provide resolutions.

●Ensure Branch Instant Issuance and Prepaid Fulfillment process is working effectively.

●Manage Gift Card Fraud and ensure Escalation queues are responded to within expected timelines.

●Providing associates with departmental training and development to improve employee engagement and effectiveness.

●Maintaining department quality standards and service level agreements.

●Coordinating projects with Business Partners and Application Development teams to improve procedural effectiveness.

●Develop and maintain Policies and Procedures to ensure compliance to Reg E, Reg II, and VISA Standards.

●Completed the Birmingham Operational Leadership Development Program.

●Manage the Bank Initiated Charge Back process to reduce losses to the Bank,

Regions, Birmingham, AL — Loss Mitigation Customer Assistance Manager

June 2012- April 2015

●Managing Call Group Specialist, Processors, Support advocates and Team Leads. Providing monthly reviews and development.

●Responsible for Loss Mitigation Training plans and execution of training.

●Set monthly department and individual goals for teams.

●Responsible for the Region’s Customer Assistance Program outreach efforts and corresponding service level agreements.

●Maintained quality measures for the Customer Assistance Program as well as serving coordinating multiple department projects.

●Developed and maintained policies and procedures as well as auditing for compliance according to department expectations.

●Maintained department RCSA controls.

●Collections ROM Liaison.

●Responsible for maintaining the Department Complaints Database.

Regions, Birmingham, AL — Loss Mitigation Team Leader & Outreach Manager

October 2010- June 2012

●Managed inbound service levels and penetration expectations for the Customer Assistance Team.

●Provided annual reviews and professional development.

●Interviewed and recommended candidates for hire.

●Trained new employees as well as facilitated coaching and development for preexisting personnel.

●Participated in Regions Job Fair 2012, interviewing candidates for various bank roles.

Regions, Birmingham, AL — Bilingual Trainer

February 2010- October 2010

●Responsible for managing Collections New hires during a 4-week training course as well as facilitating refresher training for existing personnel.

●Provided Leadership training for new Collections Team Leaders.

●Developed and updated training material for the Collections Department.

●Developed Recovery Collections training materials.

Regions, Birmingham, AL — Bilingual Real Estate Team Lead

2008- 2010

●Managed inbound service levels and penetration expectations for the Spanish line.

●Provided annual reviews and disciplinary action as necessary.

●Interviewed and recommended candidates for hire.

●Trained new employees as well as facilitated coaching and development for preexisting personnel.

●Responsible for direct training of 5 new team leaders.

●Team Lead of the 2nd Quarter for Collections, received exceeds expectations on performance evaluation.

Regions, Birmingham, AL — Sales Support Administration

2006-2008

●Held a supporting role to the Sales Team, responsible for collecting data from customers and vendors to be able to document a lease or loan in a timely manner.

●Provided customer service both internally and externally as well as answered any transaction specific questions or issues.

●Worked with Relationship Managers to document transactions and review documents prior to sending out Lease packages for signatures and inputting data into the Lease system.

●Provided appropriate and correct documentation to Contract Administration Group for funding, creating the customer credit files and the customer transaction files.

●Ensured original documents, backup information, and details were maintained in each file while being processed

OSI Outsourcing Solutions Inc, Montgomery, AL — Bilingual Call Center Supervisor

2003-2005

●Responsible for managing inbound service level expectations & penetration goals.

●Provided annual reviews and professional development for personnel.

●Interviewed and hired new employees.

●Facilitated coaching and development for personnel.

Holloway, Elliott, & Moxley LLP, Montgomery, AL — Senior Collector

2000-2003

●Senior collector in charge of 1,500 accounts

●Prepared delinquent accounts for suit.

●Trained new collectors

●Represented the company during client audits

●Performed duties of a process server

●Developed new interoffice collection procedures and form letters

●Assisted in discovery hearings, depositions, and post judgment collections efforts such as garnishments and interrogatories.

●Received FDCPA collector certification and attended refresher training seminars.

Colonial Bank Group Inc, Montgomery, AL — Loan Adjustor

1997- 2000

●Contacted past due customers by phone and via mail regarding past due payments.

●Made payment arrangements with customers to get accounts current.

●Supplied payment histories and skip traced to locate delinquent customers.

●Responsible for the Florida region.

EDUCATION

Troy State University, Montgomery, AL Business Administration

2010

SKILLS

Microsoft Office Suite- Excel, Outlook, Word, & PowerPoint

Lotus Notes

Talent development

Problem solving & analytical thinking.

Ability to multitask and prioritize.

Excellent verbal and written communication.

LANGUAGES

English & Spanish

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