Remote PT Data Entry and Collections Background
Resume:
Melody Sasser
Denton, TX ***** ***********@******.***
Cell: 214-***-****
Collections Manager/Corporate Training and Development Manager who is well versed in managing/training large-scale collections offices for more than 20 years with
creative leadership strategies and solutions. Able to manage multiple tasks, people and processes simultaneously. Maintains a continuous focus on collections routines,
efficiencies and results. A relationship and team builder who provides agents with optimal environments and resources to ensure individual, client and departmental success.
Areas of Expertise:
Collection Procedures
Compliance
Oral & Written Communication
Analytics
Team Building
Automated Dialer Systems
Staff Mentoring & Development
Training:
Completed numerous courses and seminars in customer service
Collection strategies
Inventory control
Loss prevention
Time management
Leadership
Performance
Professional Experience:
Scott & Associates, Carrollton, TX 2022 - 2023
Performance Manager
Listened to agents calls, ensuring client guidelines were met
Conducted side by sides with agents
Coached agents individually and reviewed calls
Attended quality assurance calls with clients
SWC Group, Carrollton, TX 2010 - 2022
Supervisor, Senior Collections Manager, Corporate Training & Development Manager 1st & 3rd party
Set Challenging cross-functional goals that supported the organizational goals and strategies
Researched and developed new strategies to achieve company goals and objectives
Developed plans for managing/retaining talent inside organization and for improving leadership strength
Constantly monitored company policies and developed new operational procedures for company in order to increase efficiency
Supervised and increased effectiveness and efficiency of operational systems and processes/policies to support organization’s mission; specifically, supported management reporting/information
Managed portfolios consisting of the North Texas Tollway, Conns, Property and various Telecom clients
Supervised and coached collection floor managers on a daily basis
First Revenue Assurance, Corinth, TX 2005 - 2010
Collections and Dialer Manager
Supervised, trained, developed and motivated employees,
Conducted performance evaluations, FDCPA and disciplinary procedures
Monitored, telephone calls and emails from all clients
Developed company programs according to performance standards
Managed the dialer system (LiveVox and Davox)
Concentra Health Services, 1995 - 2005
Lotus Notes Administrator/Consultant
Monitored performance and resource utilization
Created, deleted, User ID’s while setting user permissions
Supported users in a Citric environment, XP, Windows 2000, and NT 4.0
Responsible for personal work instructions
TECHNICAL EXPERTISE
Automated Dialer Systems
Microsoft PowerPoint/Word
CUBS
LiveVox
Collect Link
Davox
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