Allita J. Tyler

adwn8s@r.postjobfree.com

708-***-****, Homewood, Il 60430

PROFESSIONAL SUMMARY

Collections Manager with over 20 years' experience as a proven top producing manager within call centers, colleges and universities and law firms. Recognized for expertise in training and coaching managers and collectors. Strong communications skills, self-motivated and unique ability to excel in high stress environments. Highly skilled in conflict resolution, self-directed and adept in KPI analytics.

Key Accomplishments

Honored with "Manager of the Year" awards for 2012-2013 for highest gross dollars on the Department of Education contract for FMS.

Spearheaded and partnered in the launching of the opening of the Rosemont facility in 2016.

Created new hire 90-Day continued education training and development toolbox for use with new hires resulting in an increased new hire retention rate from 65% to 87%

•Initiated the participation of companywide employee involvement of "Red Nose Day" which eventually led to becoming a companywide annual event.

PROFESSIONAL EXPERIENCE

Assurance

2019-2020

Online Insurance Guide

Remotely onboard potential qualified candidates/shoppers

Make a positive connection and guide candidates to appropriate insurance producers based on active listening techniques

Ceannate/Meta - Buffalo Grove, IL

2018-2019

Inside Sales Manager

Cold calls to providers for the Meta platform

Ceannate/Financial Management Systems — Rosemont, IL

2014-2018

Default Resolution Manager

Trained. coached and the development of managers and collectors. In addition. responsible for the daily hands-on coaching, training and development of up to 4 Unit Managers by way of side-by-sides, how to effectively handle an escalated call, providing 2nd talk-offs, constructive feedback and suggestions prior to, during and immediately after collection calls.

Responsible for the development and managing of all production standards and procedures to maximize staff productivity, month revenue, and client performance.

Determined staffing needs for production floor and interviewing potential candidates.

Monitored the output of call center staff, ensuring they met the required call metrics.

Proficient knowledge of quality assurance practices.

Consistently drives the performance of call center staff of 40-65 to attain and exceed monthly production goals.

Collaborated with senior level management on weekly/monthly management meetings related to performance, compliance and client needs resulting in increased compliance scores, administrative wage garnishments and profits.

Mentor, train and develop Unit Managers in order to enhance their leadership and client contract knowledge.

Ceannate/Financial Management Systems – Rolling Meadows, IL

2010-2014

Default Resolution Unit Manager

Responsible for managing, training and developing Resolution Specialists for the Department of Education defaulted student loans.

Oversaw increasing and maintaining of new client standards, customer satisfaction and ensuring that client specific goals and objectives are consistently achieved.

NCO Financial Systems – Norcross, GA.

2006-2010

Collections Supervisor

Supervision of daily collection activity on defaulted Federal Loans for the Department of Education.

Maintaining a unit of 10-14 collectors by setting and communicating goals and expectations.

Performance of daily side sessions with collectors in order to assist with skip tracing, overcoming objections and call escalations.

Provided guidance to collection team, monitoring their progress and providing training as needed.

Served as a mentor and shared best practices, effective strategies and approaches to less experienced staff.

Collaborated with management in many aspects of the contract, from daily function of a collector to the company’s processes and procedures.

Linebarger, Goggans, Blair and Sampson, LLP – Chicago IL

2003-2005

Collections Supervisor

Train and develop representatives in collection various accounts for the State of Illinois Department of Revenue.

Daily maintenance and monitoring of collection accounts to ensure documentation of compliance, completion and if needed, follow-up.

Liaison between collectors, managers and legal teams pertaining to the State of Illinois contract.

Monitor daily, weekly and monthly goals of the collection teams.

Maintaining the collection floor and the collections of major accounts.

EDUCATION

PROFESSIONAL DEVELOPMENT

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