NATIKA G. WILLIAMS

Memphis, TN ***** 901-***-**** 901-***-**** adjjsb@r.postjobfree.com

Retail and Financial Management

Results oriented leader with a proven track record of success in Credit, Collections Management and Team Coaching and Development. Dedicated and technically skilled business professional with a strong support skill set developed through experience in multi-unit management, financial management, and retail management. 16 years of Industry experience developing, coaching and leadership in negotiation and problem resolution skills that create profitable partnerships and revenue enhancing opportunities. Instrumental in resolving employer challenges with innovative solutions, system and process improvements which are proven to increase efficiency, customer satisfaction, and company profitability.

Key Skills

Multi-Unit Management

Teambuilding & Supervision

Staff Development & Training

Succession Planning

Report & Document Preparation

Compliance Auditing

Policies and Procedural Outlines

Office Management

P & L Management

Expense Reduction

Experience

Collections Operations Manager, 9/2018 to 9/2020

American Financial Call Center / RAC Servicer LLC - Memphis, TN

●Provide direction, planning, leadership and overall management of the collections function.

●Manage day-to-day collections operations including performance goals/metrics with Collections Manager.

●Leadership responsibilities to include training and development, performance management, timekeeping, employee engagement and recruitment.

●Fostered an environment of innovation and continuous improvement in performance, quality and customer service.

●Maintained and created quality measures via call monitoring for quality assurance and training, customer service and maintain departmental standards and service levels

●Monitored, reviewed and analyzed reporting metrics to maintain established objectives for delinquency, repossessions, and net losses.

●Resolution of escalated customer issues

●Promotion of 6 Account Support Specialists to Collection Managers and Training Support Specialists

Licensed Health Advisor, 03/2017 to 9/2018

USHealth Advisors / USHealth Group – Memphis, TN

●Licensed in 15 states as a Multi Lines Health and Life Insurance Agent.

●Source prospective clients through referrals, occupational, and special interest groups.

●Perform group and individual presentations face to face and virtually on Health and Well Being.

●Build relationships to determine my clients’ needs by scheduling fact finding appointments. Examining the extent of their present coverage vs present needs and long-term goals.

●Obtain underwriting approval by completing client applications for coverage.

●Provide continual services including beneficiary changes, provide death benefits by delivering policy proceeds and reassessing client needs following life changing events.

●Collection of monthly premiums and follow up with clients with Prelapse. Not Taken and Withdrawn status. Working these clients back to Active status.

●Continual Education to maintain state licenses.

District Director of Operations, 07/2010 to 03/2017

Titlemax / TMX Finance – Memphis, TN

●Coached management team with P & L statements to increase revenues, profit, growth and reduce expenses and charge offs.

●Consistently reached new loan and growth performance indicators. Increased market of $4.6 million to $10.2 million. Increased profitability and averaged 3% net charge offs

●Implemented processes for success and increased talent development to yield results from management and associates

●Provided training and development to team of 12 general managers and 40 associates to positively impact district performance

●Realigned management teams to maximize team strength to successfully run a balanced business

●Promotion of 3 general managers to district director of operations

General Manager, 03/2006 to 07/2010 Titlemax / TMX Finance – Memphis, TN

●Managed and coached a team of 5 – 7 direct reports maintaining company key performance indicator standards. Office growth $1 million +

●Consistently reached Year over Year monthly new loan goals and averaged 15%+ year over year growth through building relationships with customers and local business to business marketing

●Maintained net losses below 2% rolling average through properly coaching company collection process. Increased profitability by 10%+ exceeding year over year expectations

●Certified training location for general manager in training. Designated district mentor for general managers and district manager support

●Promotion of 3 store managers to general manager

Co-Manager, 10/2004 to 03/2006

Victoria’s Secret / Limited Brands – Knoxville TN

●Managed team of 30 – 50+ employees on daily retail operations with primary focus on driving sales through great customer experiences.

●Annually exceeded year over year sales plans, increased revenue and profit, reduced shrink and exceeded customer conversion goals

●Daily leadership, coaching and development for employees in retail sales, credit sales, retail merchandising and inventory control qualifying team for quarterly bonus

●Accountable for cash handling procedures and staff execution of proper cash handling procedures at all times

Float Teller, 2004 to 2005

Union Planters Bank acquired by Regions Bank – Knoxville TN

●Maintained sales goals by daily identifying customer needs through building relationships and capitalizing on cues and clues. Upsell bank products and referrals to investment partners

●Completed all compliance level certifications

●Motivated teammates to execute performance goals

●Trained and coached new peers how to identify and maximize sales opportunities

Bank Teller, 04/2003 to 12/2003

AmSouth Bank acquired by Regions Bank – Knoxville TN

●Maintained weekly sales goals by identifying customer needs through building first impression relationships

●Lead field marketing teams to foot source new branch clientele following bank branch grand opening

●Weekly branch meeting input to identify strategic marketing plans for branch growth

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