Call center group manager / People manager

Angela Preuter

Lexington, SC / *********@*****.*** / 803-***-****

A proven leader with 20+ years of management experience. Experience within various levels of delinquency management, people management, and analytics with overdraft banking, auto loans, mortgages, HELOC, small business and consumer loans.

Professional Experience

TD Bank, NA

151 Corley Mill Road

Lexington, SC 29072

Group Manager, AMCB Collections and Recovery - August 2018 to Present

Meet or exceeded SLA, Pen and Loss goals established for our line of business

Managing a staff of up to eight team supervisors, support staff and specialty dialer agent teams, averaging 130 people

Below is a list of the staff directly or indirectly reporting under me

oTeam Supervisors

oSmall Business collections

oSkip and TCPA

oSupport

oEarly-Stage/Late-Stage collection agents

oCharged off DDA account agents

oBusiness Line Liaison/Compliance

Business strategy responsibilities

oEnsure the line of business meets our desired SLAs and goals, monthly, quarterly, and annually

oReview work instructions and process flow maps periodically to ensure our work instructions match our real-world process functions

Providing feedback, development and coaching to supervisors and senior supervisors

Project management assistance related to line of business system upgrades

Development of process improvements – lead on multiple high-profile projects

Incentive compensation and monthly agent metric goal setting

Work with workforce management and our capacity partners to ensure adequate staffing for all of AMCB collections

Prepare monthly business review for executive level management

Lead, develop and facilitate quarterly Town Halls for the line of business

Business Continuity lead for TD Bank, NA AMCB division

Recruiting talented leaders

Shared Commitments

ID8 Champion 2018-Present

TD Giving Campaign Ambassador 2021-2022, 2022-2023

Member of WIL-2022

Lexington Building Council 2018-Present

American Credit Acceptance

961 E. Main Street

Spartanburg, SC 29302

Remarketing & Recovery Supervisor - Aug 2012 to June 2018

All aspect of remarketing

•Foster and maintain relationships with auction vendors

•Assess wholesale value of vehicles

•Coordinate transport of vehicles from repo lot to auction

•Review condition of cars and make reconditioning decision on units to ensure maximum resale

•Negotiate repossession, auction, and transport rates to reduce expenses and ensure top dollar for the collateral

•Travel to auctions to represent the company and to evaluate condition of units and negotiate sales with dealers

•Managing a staff of seven inside remarking specialists and four traveling auction representatives

•Stood up a robust redemption process and worked closely with that team to ensure that we were always acting in the best interest of the customer and the company

•Review impounds, total loss and insurance accounts to identify which units will be cost effective to securing to minimize loss for the company

•Collaborate with senior staff members to plan strategic initiatives

•Process flow mapping - Streamline process and procedures to enhance productivity

•Provide next level monthly sales projections and inventory accountability through AutoIMS

•Prepare and execute monthly and yearly presentations to next level executives

Santander Consumer USA, INC. – (Acquired CitiFinancial Auto)

Citigroup USA (CitiFinancial Auto) – Fort Mill, SC

Collections /Team Manager - April 2006 – Aug 2012 (center closure)

•All aspects of Team management

oPerformance

oCompliance

oAttendance

oUtilization/Adherence

•Manage the risk on 9 separate portfolios assessing loss mitigation options and tools

•Assessing risk based upon unique criteria and determining best methods of resolution while minimizing losses

•Peer to peer development, training, and mentoring

•Involvement in multiple aspects of business including training, contact strategy, capacity planning, regulatory and compliance requirements, performance management, delinquency management, dialer management, etc.

•Providing status updates to senior leaders on daily, weekly, and monthly basis

•Oversaw the day-to-day training and development of direct reports in regard to current collections practices, negotiation skills, time management methods, and problem-solving techniques

•Make recommendations for pay increases, promotions, terminations, and staffing

•Adhere to strict deadlines and audit guidelines for monthly deliverables

•Created daily scorecard to provide accurate and timely performance feedback to agents

SKILLS AND EXPERTISE

Targeted Selection/ HR Hiring

People Management Strategic & Tactical Planning

Troubleshooting & Organization

Risk and Loss Mitigation Management

Operations and Delinquency Management

Project Management and Analytics

Systems

Auto IMS

RDN Recovery Systems

CACS/Fidelity/RMS/iSight

Noble, Avaya and Harmony dialer systems

Microsoft Business Suite

Six Sigma- Yellow Belt

Vizio

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