Experience

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  Clearone Advantage

  • Payment Resolution Manager
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  ClearOne Advantage

  • United States
  • Financial Services
  • 200 - 300 Employee

  • Payment Resolution Manager

    • Jul 2023 - Present

    Leadership/Development - Maintaining company standards and process in resolving post settlement payment issues - Establish connections, and build relationships with staff - Communicating to staff individual actions contribute to the company’s mission - Recognizing and rewarding staff accomplishments - Collaborate with other department managers regarding overlapping/interconnected processes - Initiate process improvements, standard operating procedures or identify system issues and follow through the remediation processPlanning/Training - Setting goals to challenge staff - Develop and inspire staff through encouragement and coaching, and through positivity, vision, and confidence Monitoring - Holding staff members accountable through corrective action for not meeting expected performance standards and/or department expectations - Review, track, and approve timecards for staff- Set goals and bonuses Communication - Communicating changes/information that impacts agent responsibilities - Providing context and rationale for changes - Hold monthly one-on-one meetings and yearly reviews with staff to coach and ensure expectations are set and met and create appropriate professional objectives for staff. - Assist staff with escalations, requests, and emails

  • Payments Resolution Coordinator

    • Aug 2017 - Jul 2023

    As a member of the Leadership team, works directly with Payments Manager as the liaison for the Payments Specialists and the Payments Managers. Responsible for assisting Specialists to ensure the day-to-day operations and workflow are not interrupted. Provides individual and team feedback for developmental needs and reporting any issues or trends found that bottleneck daily operations. Acts as manager on a daily basis, for team coverage as needed. Provides best in class services to the organization by working on behalf of our clients’ regarding settlement of their unsecured debts. Expertly working with our clients’ creditors, payment processor and intercompany departments to provide resolution to client payment issues.

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  CareOne Debt Relief Services

  • Maryland

  • Payment Assistance Coach

    • Aug 2012 - Dec 2012
    • Maryland

    • Excellent relationship-building and customer service skills• Consistently making over 120 outbound calls per day• Find personal debt management solutions for clients, client retention and growth• Excellent verbal and written communications skills (including grammar and spelling) including accur...

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  SuperMedia LLC

  • Baltimore, Maryland Area

  • Media Consultant

    • Aug 2011 - Nov 2012
    • Baltimore, Maryland Area

    Advertising consultant with local accounts, specializing in Social Media, SEO, SEM, and print advertising.Connecting buyers and sellers to improve return on investment for your clients. I enjoy getting to know my clients to find the program that will bring ideal business their way.

• 

  Directory Solutions, Ltd

  • Account Executive

    • Jul 2004 - Feb 2009

    • Researched/compiled marketing and demographic data using internet• Presented advertising proposals, Promoted brand awareness consistency• Recommended advertising plan according to budget, Worked to maximize position/minimize cost• Promoted internet, print media and direct mail• Created document...

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  Sprint Publishing & Advertising/RH Donnelley

  • Advertising Clerk

    • Aug 1997 - Jul 2003

    Worked with America's 3rd largest publisher of telephone directories. • Completed entry of client account data/analysis of order history and advertising coverage using PC • Created documentation, tracked client changes, updated/corrected errors • Created MS PowerPoint projects for leadership ...