Naudia wright

Operations Coach (07/07/2008 – 11/19/2010)

Last Employer: Portfolio Recovery Associates

Contact Person: Nyetta Jackson/757-224-3325

Responsibilities: Monitor call performance of team members against standards; receive input from Quality Control and Training Department; coach/mentor team members using data received from variety of sources. Maintain performance records.Review reports to ascertain status of collections and balances outstanding and to evaluate effectiveness of current collection policies and procedures.Ensure that team members verify and update account information, properly code accounts and prepare documents to transfer accounts; coordinate with Accounting as required on the status of payments and insufficient checks. Review requests from team members to settle accounts; approve if within authority level; refer to next supervisory level if appropriate or reject the settlement proposal. Monitor direct check payment base to ensure customers make company established minimum payments or approve deviations from standard terms of payment.Developed representatives with comprehensive system of intensive strategies to collecting debt.Monitor compliance and quality assurance for FDCPA and license regulations.

Accomplishments: Rising Star Award Outstanding Contributor Award

Education Period: 11/30/-1 - 11/30/-1

Establishment: Thomas Nelson Community College

Degree: A.A.S Administration of Justice

Education Period: 09/04/2006 - 05/12/2008

Average Grade: 3.21