Customer Service Account Manager

Monica L. Riggs.

Mesa, AZ 480-***-**** *******@*****.***

Results-driven customer service account manager and supervisor with a strong background in the financial industry. Proven ability to lead teams, optimize collection protocols, and enhance customer satisfaction. Seeking a challenging role where my experience, strategic mindset, and knowledge of industry best practices can contribute to policy development, process improvement, and overall business success.

GM Financial, Mesa, AZ - CEA II Lease Assumptions for CXM AZ

May. 2022 - Current

●Processed and reviewed lease assumption applications, ensuring accuracy, compliance, and timely completion.

●Communicated directly with lessees and assumers to gather documentation, explain procedures, and resolve inquiries.

●Coordinated cross-departmentally with customer service, underwriting, and legal teams to streamline lease assumption workflow.

●Ensured compliance with state regulations and internal policies throughout the lease transfer process.

●Delivered exceptional customer service by providing clear guidance on complex leasing scenarios.

National Credit Adjusters LLC, Phoenix, AZ - Collections Accounts Manager

May. 2019 - Jun. 2022

●Recognized as a Top Performer in 2020 and 2021, consistently exceeding collection targets and KPIs.

●Managed liquidation efforts for charged-off accounts across 15+ lenders, including online installment loans, credit cards, auto title loans, and retail credit portfolios.

●Handled and prioritized 300+ inbound and outbound calls daily, utilizing strategic communication and negotiation techniques to recover outstanding balances.

●Delivered exceptional customer service, resolving disputes with empathy and professionalism to maintain positive client relationships.

●Earned multiple promotions, including:

VIP Rank and Top Collector within 6 months of hire

Supervisor role within 2 years due to leadership and performance

●Awarded quarterly performance honors for consistent results and contributions to team success.

National General Insurance, Phoenix, AZ - Outbound Customer Service Team Supervisor

Aug. 2018 - Jun. 2019

●Supervised a high-performing outbound customer service team, ensuring compliance with internal standards and state/federal regulations for top-tier banking clients.

●Oversaw administrative functions including timesheets, attendance tracking, and payroll processing.

●Generated and maintained daily, weekly, and monthly operational reports to track team performance and service metrics.

●Conducted employee evaluations and disciplinary actions, fostering accountability and continuous improvement.

●Played a key role in optimizing workflow efficiency and maintaining high service standards across the department.

Seacret Direct LLC, Tempe, AZ - Customer Service Team Supervisor

Dec. 2014 - May. 2018

●Led a customer service team in compliance with company standards and regulatory requirements, both domestic and international.

Created and maintained detailed performance and operations reports on a daily, weekly, and monthly basis.

●Developed comprehensive training programs for new hires and existing staff, promoting strong communication, collaboration, and service excellence.

●Managed international logistics and calculated foreign currency conversions to support global customer interactions.

●Oversaw employee performance through structured evaluations and issued corrective actions when necessary.

●Fostered a positive team environment through leadership, development, and consistent support.

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