Custom Support/Collection Manager
Resume:
Maria Zapata
Areas of Expertise
Management
Employee Performance
Call Center Team
Collections
Vendor Relationship
Employee Training
Customer Relations
Communication Skills
Computer Skills
Coaching/Development
Customer Service Skills
Risks/Compliance
Systems Administration
Six Sigma Yellow Belt
Quality Assurance
Product Management
Data Retrieval
Consumer Credit
Contract Analysis
Banking Credit/Debit CardKnowledge
Cross Sell Internal Products
Relevant Characteristics
●Over twenty years of professional experience: Seasoned veteran of detail-oriented Call Center environments. Have efficiently managed staff of Supervisors and 15-100+ agents.
●Understands business relations and strategies that pertain to the call center environment, communicates to the Management Team to deliver appropriate feedback to the associates and provides associates with appropriate tools to ensure optimal and accurate responses to customers.
●Responsible for the structure and managing of several high profile projects with outsource vendors that pertain to the profitability churn and retention of the company in Spokane, WA, Appleton, WI. Las Vegas NV, Milton FL, Philippines, Barbados, Hamilton OH,India and Mexico.
●Keeps customer needs at the forefront of all business strategies, initiatives and decisions and evaluates all actions in terms of their value to the customer.
●Integrate resources and communicate with Offshore and Nearshore Vendors
●Utilizing Quality Assurance to increase productivity and overall customer satisfaction
Professional Experience
Sightline Payments
March 2023-Current
Call Center Operations Manager
●Recruit, select, hire and train new call center agents and prepare them to respond to customer questions and complaints
●Prepare call center performance reports by collecting and analyzing call agents data
●Evaluate individual performance reviews and overall team effectiveness.
●Help call center agents with challenging customer service issues
●Monitor team performance and provide necessary tools
●Determine call center operational strategies, by evaluating team results and objectives
●Maintain and improve call operations by monitoring system performance and identifying and problem solving.
●Meet overall metrics and goals within SLA, inbound/outbound.
●Create a welcoming and motivating environment for employees
●Manage and direct nearshore call center located in Mexico City, Mexico.
●Deliver metric results to third party vendors (banks, casino partners)
●Coaching and Developing
●QA calibrations with the Team Managers
●Work hand in hand with Produce Support, Marketing, Risk/Loss/Fraud Prevention
●Identify Money Laundry working hand in hand with the Fraud team
●Inbound/Outbound/Chat environment
●Monitor CSAT scores to improve the service of our patrons
Barclaycardus
February 2014-March 2023
Vice President-
Responsibilities
Support domestic site reengineering, including specialized units
Strike proper balance between frontline and Backline teams at onshore/ offshore sites
Recalibrate staffing plan with Planning & Forecasting team
Fully integrate Consumer Loans into Collections processes
Work with special handling teams for (W&A, Debt Settlement, SCRA/Military)
Improve Dialer efficiency by 25% working with Production Support
Increase coaching and feedback for underperformers
Support new customer-facing initiatives with call listening and timely feedback
Continue to work with Quality to ensure quality evaluations are measuring the right things
Reduce cost across the Collections division by managing efficiency measures
Responsible for meeting or exceeding a delinquency in the Portfolio of Pre Charge off Accounts.
Responsible for coaching, leading and managing a team of associates and managers in a specific work group(s)
Participate in staffing activities including workforce management in achieving the service level, associate scheduled and unscheduled time off and unplanned business activities to ensure staffing meets core service requirements.
Manage and coordinate workflow to achieve established business targets and objectives
Understands business relations and strategies, Quality monitoring, performance reviews, mentoring and provides the necessary tools to train associates and managers.
Proactively identify trends and behavior that impact the department goals.
Work closely with the reporting team to assist in the success of our goals.
Deliver weekly/monthly updates to upper management
Maintaining consistent dialogue with Directors and above regarding process improvement, change, compliance, staffing and overall BFA necessities.
CashCall
November 2011-January 2014
Assistant Manager-
Responsibilities
Responsible for coaching, leading and managing a team of Supervisors in a specific work group(s) in an Inbound/Outbound Call Center in Las Vegas NV. Integrating resources to achieve delivery of team goals and business objectives.
Manage a team of 85 employees (Including coaching and developing 9 Supervisors)
Develop strategies for Customer Service on how to improve in the area of customer retention
Facilitate daily/weekly meetings with the management team to discuss morale, incentives, performance of employees
●Manage the operational and fiscal activities of the department to include: staffing levels, budgets, and financial goals.
●Plan and develop systems and procedures to improve the operating quality and efficiency of the department. Effectively impacting Customer Satisfaction.
●Analyze and document customer processes and challenges. Coordinate and implement solutions from process analysis and general projects.
●Monitoring and analysis of Welcome Calls and ACH Drafts in to create positive churn efforts and results
●Direct staff in the development, analysis, and preparation of reports.
●Supervise staff in accordance with company policies and procedures: FDCPA, Attorney General Complaints, BBB. Conduct interviews; hire new staff, and terminate employment. Coach and provide career development advice to staff. Establish employee goals and conduct employee performance reviews. Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations.
●Focus on Quality Assurance in meeting the customers' needs.
●Assist staff to resolve complex or out of policy operation problems.
●Responsible for meeting department productivity and quality goals and churn.
●Communicate effectively with all levels of leadership regarding Department operations.
●Other duties as assigned.
Clearwire LLC.
June 2010-November 2011
Sr. Call Center Manager-
Responsibilities
Responsible for coaching, leading and managing a team of Supervisors in a specific work group(s) in an Inbound/Outbound Call Center in Las Vegas NV. Integrating resources to achieve delivery of team goals and business objectives.
Manage a team of 100 employees (Including coaching and developing 5 Supervisors)
Develop strategies for collections on how to improve in the area of customer retention
Facilitate daily/weekly meetings with the management team to discuss morale, incentives, performance of employees
●Manage the operational and fiscal activities of the department to include: staffing levels, budgets, and financial goals.
●Plan and develop systems and procedures to improve the operating quality and efficiency of the department. Effectively impacting churn.
●Analyze and document customer collections processes and challenges. Coordinate and implement solutions from process analysis and general projects.
●Monitoring and analysis of collections efforts and results
●Direct staff in the development, analysis, and preparation of reports.
●Supervise staff in accordance with company policies and procedures: Conduct interviews, hire new staff, and terminations of employment. Coach and provide career development advice to staff. Establish employee goals and conduct employee performance reviews. Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime assignment, back-up for absent employees, and shift rotations.
●Assist staff to resolve complex or out of policy operation problems.
●Responsible for meeting department productivity and quality goals and churn.
●Communicate effectively with all levels of leadership regarding Department operations.
●Other duties as assigned.
●Assist with marketing initiatives and strategies/create and propose customer base promotions
●Work closely with the outsource/offshore vendors
●Monitor the service levels of the department and the representatives and will take the necessary steps to achieve performance targets
●Accomplished goals to reduce fraudulent cases pertaining to the security of the company and confidentiality of the customer’s information.
●Responsible for the Quality Assurance Verint, providing feedback, coaching, scoring and development of the associates
Pitney Bowes Incorporated
Date 1989- 2010
Pitney Bowes Inbound/Outbound Call Center Supervisor
Responsibilities
Who is responsible for training of new hires, and enhancement training to the Associates
Increase credit limits, advance accounts, and knowledge of service procedures (5k-1mm)
Continually interact with PBOD, PBCC, Sales, Service and USPS, Field Administrations. Floor support, troubleshooting and problem solving, also ordering supplies and keeping inventory.
Handle time registers daily login reports, daily statistics and also monthly report cards that are distributed to the associates. Processed daily exemption sheets to meet our monthly statistics.
Handled Billing, collection and service, accounts receivable liquidity, in-bound calls, out-bound collection calls, resolving current and past due billing issues, assisted customers by creating service calls, resolving financial arrangements with past due customers, dealing with billing, service, and sales procedures.
Responsible for coaching, leading and managing a team of associates in a specific work group(s) in an Inbound Call Center in Spokane WA, and Manila Philippines (Sitel), integrating resources to achieve delivery of team goals and business objectives.
Conduct formal reviews of the staff’s performance and provide clear, specific feedback and coaching to reinforce and improve performance and potential.
Monitor the service levels of the department and the representatives and will take the necessary steps to achieve performance targets. (Inbound generates 5000k calls a month).
Accomplished goal to reduce Credit Card/Line of Credit Fee Waivers by 50% from the previous year. From 300k to a decreased amount of 170k.
Drive revenue attainment, profitability and ensure customer service levels and operational efficiencies are maintained through Credit Line, and Pre-Pay Funds and Cross-Sell products. Generated over 2mm in cross-sell products.
Participate in staffing activities including workforce management, associate scheduled and unscheduled time off and unplanned business activities to ensure staffing meets core service requirements.
In using the Avaya Center VU System. Manage and coordinate workflow to achieve established business targets and objectives.
Understands business relations and strategies, communicates to the Team Leads to deliver appropriate feedback to the associates and provides associates with appropriate tools to ensure optimal and accurate responses to customers.
Keeps customer needs at the forefront of all business strategies, initiatives and decisions and evaluates all actions in terms of their value to the customer.
Assures that the staff understand their relationship to the customer and how their actions contribute to customer value. Tracks associate attendance for timeliness and adherence to schedule.
Responsible for the Bilingual Queue in assuring all customers’ needs are met.
Responsible for the structure and managing of several high profile projects that pertain to the profitability and retention of the company in Spokane WA. And Appleton WI.
Pitney Bowes Leasing Supervisor
Responsibilities
Responsible for meeting or exceeding a $500 million dollar delinquency in the Portfolio.
Responsible for coaching, leading and managing a team of associates in a specific work group(s) Managed a team of 20- 40 Inbound and Outbound Associates.
Managed a team of Home Agents (15-25 Inbound Agents)
Participate in staffing activities including workforce management in achieving the service level, associate scheduled and unscheduled time off and unplanned business activities to ensure staffing meets core service requirements. Manage and coordinate workflow to achieve established business targets and objectives Understands business relations and strategies, Quality monitoring, performance reviews, mentoring and provide the necessary tools to train associates.
Working hand in hand with the Sales Organization and the Service field.
Resolve sales related issues in leasing and other departmental issues.
Troubleshooting and problem solving accounts. Make instant decisions to resolve various issues regarding legal and financial procedures for the company.
Managed and build campaigns on the Dialer
Managed the Special Handle and Manager Handle Accounts 500,000.00 on up.
Computer Proficiencies
PowerPoint Verint (Quality Assurance)
Windows TSYS
Excel Tandem
Outlook E3-Host on Demand
Visio Centre-Vu
Dialer-Davox Taleo-Customer Service
Knowledge of VLAN, Cisco Routing and Switching devices
Aspect-Dialer
AWS-Amazon Connect
I2C Platform
Proficient Platform
Lexisnexis
UKG
RIPPLING
CMS
Human Resources
Education
Whitworth University- Business Organizational Management
Pitney Bowes Internal Training (Managing to the business, Effective Leadership, How to become a better Coach)
Six Sigma Yellow Belt
Achieve Global-Customer Service Training (Providing Stellar Service)
Leadership Classes
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