Experience

Recovery Partners - United States

• United States
• Financial Services
• 1 - 100 Employee

• Operations Manager

  • Aug 2014 - Present

  Kayla King | Operations Manager Kayla currently serves as one of the very skilled Operations Managers and specializes in all aspects of insurance subrogation recovery. She understands the needs of the clients and translates those expectations to her staff. She is an innovative team coach; teaching recovery techniques, and motivating her staff to perform at the highest of standards. Her background includes portfolio management and conducting risk assessments. She is extremely competent at tracking and measuring staff performance while identifying patterns in order to properly train her team to succeed. Ensure performance is analyzed in comparison to competing vendors. Provide strategic direction to optimize our recovery performance in all areas that impact our weekly, monthly, quarterly, and annual liquidation rates on batch placements received. Provide day-to-day leadership that instills our mission, core values, leadership philosophy, and core tenants. Lead by example. Proactively anticipate profit generating opportunities and business challenges, and effectively communicate solutions with senior leadership. Build effective teams, work relationships, and partnerships. Exercise strong interpretive skills, providing context and analysis. Help support claim handlers to ensure we meet our primary goals so that net income is being met. Assist with projects of high importance. Participate in reoccurring scheduled conference calls with client vendors in regards to reports of stair-step, performance on batch placements, and inventory placement. Show less



Pacific Financial Group LLC

• Tempe,AZ

• Production Manager / Human Resources Manager

  • Jun 2013 - Jul 2014

  Responsible for complete portfolio management: analyzed mapping, planned, and tracked portfolios before and after distribution, assigned debt to agent queues daily, and built reporting systems to audit, track, and report revenue and production statistics for both the office and individual agents Managed the floor and maintained a team oriented culture and cohesive work environment for both the company and employees Reconstructed the office from bankruptcy to the #1 ranked office among the five sister shops; increased monthly revenue from $40,950 to $272,905 within seven months  Developed training materials for new hire classes, effective team management procedures for team leads, and the outbound/inbound scripts used by agents in multiple offices  Conducted and led daily meetings to discuss office and team goals, address concerns, and create a positive, motivating environment for the 20+ agents  Oversaw the daily, weekly, and monthly goals and incentive programs reported by team leads, followed up on task completion, and completed monthly reviews to ensure the highest performance  Acted as Human Resources Manager by addressing attendance and performance issues, reporting payroll, managing personnel folders, recruiting, on-boarding, orientations, interviewing, write-ups, assessments, action plans, and terminations Show less



Nationwide Financial

• United States
• Financial Services
• 700 & Above Employee

• Team Lead, Floor Supervisor

  • Apr 2010 - Jun 2013

  Responsible for the overall performance, attendance, and disciplinary action of a team of 15 agents Developed daily and weekly competitions and incentive programs to keep agents motivated  Coordinated with fellow team leads on daily projection to goal and strategized plans for improvement  Reported to Quality Manager and Production Manager with personal and team revenue and liquidation statistics on a daily, weekly, and monthly basis  Completed monthly side-by-side reviews with agents to ensure the highest standard of performance  Audited agent calls to assure compliance and adherence to company policies and procedures Show less



iQor

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Senior Agent

  • Jun 2008 - Apr 2010

  Promoted from Junior to Senior Agent in September after consistently achieving accelerated goals  Supported AT&T Cell Phone Delinquency department and handled inbound/outbound calls daily, operated by an automatic dialing system  Transferred to Department of Resurgent after being ranked in the top 10% of the company worldwide  Utilized dialing system to locate and inform consumers of their delinquent accounts while using law abiding tactics to persuade them to rectify the delinquency  Assisted consumers with payments and set up payment plans  Consistently maintained and reached personal revenue goals Knowledgeable in legal collection practices relating to out of statute accounts Show less



AT&T Small Buisness

• Mesa, AZ

• Agent/Small Buisness Representative

  • Aug 2007 - Jun 2008

  Managed and responded to incoming call queue of client inquiries  Placed orders / port of toll free services based on client needs and geographical location  Assisted in mapping needed service plans based on size and field of client’s business  Collaborated with small business clients to downsize lines versus discontinue  Submitted tickets to eliminate interference reported by small business clients Managed and responded to incoming call queue of client inquiries  Placed orders / port of toll free services based on client needs and geographical location  Assisted in mapping needed service plans based on size and field of client’s business  Collaborated with small business clients to downsize lines versus discontinue  Submitted tickets to eliminate interference reported by small business clients