Human Resources Call Center
Resume:
NICOLE R SLAUGHTER- SMITH
**** ***** ****** ** *** Vegas, NV 89148 Home: 872-***-****
Email: *********@*****.***
Passionate and hard-working professional that is complimented with an outstanding record of success as legal manager, supervisor, team lead, collector and account representative at various collections agencies and customer service call center. Exceptional communicator with outstanding ability to maintain control of the professional environment and FDCPA requirements.
AREAS OF EXPERTISE
FDCPA Compliance
Department Budgeting
Team Collaborations
Collections
Scheduling
Training
EDUCATION AND PROFESSIONAL DEVELOPMENT
Cresent School of Dealing/Bartending, Table dealing, Las Vegas,NV 2023
Business management/ Human Resource, Brookline college, Tempe, AZ 2021
Associates of Business, Business Law, Barat College, Lake Forest, IL, 1994
Certificate in Real Estate, South Suburban College, South Holland, IL, 1998
High School Diploma, Crete Monee High School, Crete, Illinois, 1990
Completed and passed FDCPA Compliance, 2019
Yellow belt Six Sigma certified, 2019
PROFESSIONAL PROFILE
Extensive familiarity in all areas of Collections with particular expertise in FDCPA compliance
Demonstrated ability to work independently and as a team member while sustaining a high level of performance and productivity.
Well-developed communication skills able to collaborate with employees’ co-workers, managers, and customers to address problems and develop efficient solutions.
CAREER PATH
Saharah Hotel and Casinol
2023- Present
Black Jack Table Dealer
Oversee all gaming functions of assigned table
Shuffling of cards via hand or automated shuffler
Greeting Guest and distributing chips
Announcing the start of round and taking bets
Announcing end of the betting round
Distribute player cards
Determining winners and distributing winning chips
Reporting irresponsible behavior
Counting Tokes
Crediting Tables
Hilton Grand Vacations
2023- Present
Customer Care Supervisor
Asssist CCR with the daily activities and provide with guidance and motivation.
Train and tract daily production and attendance
Coach and develop team according to product standards
Take over escalated calls
Manage revenue by making sure proper fees are being charged
Maintain files for each teammember
Monitor and provide feedback on calls
Assist other departments and fill in when needed
Payroll
Create monthly strategies to increase revenue and performance
Fiserv, Phoenix, AZ 2019- 2023
Card Care Supervisor
* Providing coaching, support, career mentorship and feedback to associates on performance, and career goals.
* Ensuring company policies and processes are followed.
* Administer performance management by diagnosing improvement opportunities, providing effective feedback, training, professional development and floor management to ensure service levels are consistently met and resolve complex called out client concerns and disputes.
* Recruiting by interviewing and making effective hiring recommendations and develop and implement process improvements, and effective mange change to ensure departmental objectives are met correction action.
* Performing quality checks, develop and review performance reports, identify areas to improve and implement measures to improve performance.
* Leading workflow distribution /Motivating/inspiring team members.
* Being accountable for team’s performance and understands the importance of achieving goals to guide the business to the next level of performance.
PSCU, Phoenix, AZ 2015- 2019
Fraud Detection Supervisor
* Assist in the function of the Fraud Detection call center floor as well as manage a team of 20 agents.
* Responsible for the coaching and developing of these agents.
* Take escalation calls. Motivate agents through positive communication and feedback.
* Floor walking rotation develop team and floor wide incentives.
* Call audits, side by side monitors. Track quality, adherence and CPH, scores daily, weekly monthly and quarterly.
* Monitor short calls, unscheduled and not ready codes.
* Attend leadership meetings and call calibration huddles.
* Work closely with workforce, QA department and response center.
* Track attendance, submit and deliver corrective actions, administer training programs assist with scheduling, monitor approve and submit payroll.
* Assist with the hiring and termination of employees.
* Review accounts submitted for possible fraud. Work supervisor queues and Supervisor box daily.
APAC, Phoenix, AZ
Supervisor 2014 – 2015
* Assist in the function of the call center floor of over 90 agents, while also managing my own team of 16 agents.
* Monitor calls to find root causes of job performance and coaching opportunities.
* Run daily weekly and monthly reports, monitor bill to pay for each client on each of my employees as well as loss time.
* Monitor attendance, and agent accountability.
* Pay roll, scheduling set up daily weekly and monthly incentive programs for the entire floor.
* Train new hires and coach existing agents to do a more efficient job and provide excellent customer service.
MERCHANTS CREDIT GUIDE 2011-2014
Account Representative / Team Lead
* Contact debtors with overdue medical bills via auto dialer and inbound calls.
* Collect balance if debtor cannot pay balance, then negotiate settlement.
* Review financial statements to assist or create individually tailored payment plans unique to an individual’s financial situation.
* Review credit scores, email client’s proposals, data entry, contact attorneys, verify employment, skip trace.
* Train new hires and help assist manager with operation of the floor.
HARRIS & HARRIS LTD, Chicago, IL 2009-2010
Account Representative
* Responsible for the collection of outstanding balances on medical bills. In bound and out bound calling.
* Data entry, set up payment arrangements, offer settlements or hardships, read and evaluates credit bureaus, calculate debt to income, verify income, tax assessments, prep accounts for legal action, or close accounts and send back to client.
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