Amber Church
Virginia Beach
Summary
Results-oriented operations manager with expertise in leading cross-functional teams and implementing strategic initiatives. Known for strong problem-solving skills and mentoring capabilities, contributing to significant improvements in resource allocation and operational workflows.
Overview
18
18
years of professional experience
Work History
Operations Manager
Spring Oaks Capital LLC
Chesapeake, VA
08.2022 - 04.2026
- Streamlined operational processes to enhance efficiency across multiple departments.
- Led cross-functional teams in implementing strategic initiatives to optimize resource allocation.
- Developed and monitored key performance indicators to assess operational effectiveness.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
- Collaborated with senior management to design and execute long-term operational strategies.
- Conducted comprehensive audits of operational workflows, identifying areas for improvement.
- Implemented new software tools to streamline reporting and data analysis processes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led collections team to achieve timely recovery of outstanding debts.
- Streamlined collection processes through automation tools, enhancing productivity by reducing manual tasks.
- Assisted in implementing Poly A.I. (artificial intelligence system designed to verify all customers and take payments from live customers).
- Increased recoveries by negotiating favorable repayment terms for clients and customers.
- Maintained compliance with federal, state, and local regulations governing debt collections practices.
- Conducted thorough credit reviews to assess risk levels and make informed decisions on extending credit or initiating collections actions.
- Used skip tracing and other techniques to locate debtors.
- Collaborated with customers to negotiate settlement agreements, fostering positive relationships and equitable outcomes.
Customer Service Representative
Consumer Portfolio Services
Chesapeake, VA
03.2016 - 01.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining quality service standards and customer satisfaction.
- Streamlined complaint resolution processes to enhance efficiency and improve response times.
- Managed collection activities to minimize delinquency and reduce outstanding balances.
- Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
- Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
- Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
Collector
Crescent Bank and Trust
Chesapeake, Va
03.2013 - 05.2015
- Established strong relationships with clients to negotiate payment plans while maintaining customer satisfaction.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Communicated effectively with clients to negotiate payment arrangements and resolve disputes.
- Conducted field investigations to locate and secure vehicles for repossession.
- Mentored junior agents on best practices for customer interactions and negotiation techniques.
- Maximized chances of successful vehicle recoveries through diligent skip tracing efforts to locate hard-to-find debtors or collateral assets efficiently.
- Enhanced company reputation through professional interactions with clients and debtors during the repossession process.
- Improved client satisfaction by providing exceptional customer service during the collections process, addressing concerns promptly and professionally.
- Mitigated risk by thoroughly evaluating debtor profiles and implementing appropriate collection strategies based on historical performance and unique account characteristics.
Collector
NCO Finance System
Virginia Beach
11.2009 - 03.2013
- Facilitated communication with clients to resolve outstanding debts and improve payment timelines.
- Implemented effective negotiation strategies to enhance collection rates on overdue accounts.
- Streamlined workflow processes, resulting in increased efficiency in account follow-ups and resolutions.
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Maintained high volume of calls and met demands of busy and productive group.
- Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
- Trained new team members on scripts, company services, and collection strategies.
- Developed strong relationships with clients, fostering trust and facilitating successful account resolutions.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Negotiated settlements in a timely manner, reducing the number of long-term delinquent accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Leasing Consultant
Renaissance Property
Norfolk, VA
03.2008 - 02.2011
- As a Leasing Consultant I open & closed the office daily.
- Developed strong relationships with residents, leading initiatives for community engagement and events.
- Facilitated lease agreements, ensuring compliance with company policies and local regulations.
- Managed tenant inquiries, providing prompt resolutions to enhance satisfaction.
- Collaborated with marketing team to develop promotional materials and online listings.
- Conducted property tours, effectively highlighting features to prospective tenants.
- Assisted with Project Kaboom for community
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Verified tenant incomes and other information before accepting lease applications.
- Ensured compliance with fair housing laws, keeping detailed records of all tenant interactions and transactions.
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Inspected properties before and after new tenant move-ins to schedule maintenance, cleaners, and other services.
- Collected rent and tracked resident payments and information in computer system.
- Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in a timely manner.
Education
Bachelor of Science - Criminal Justice
Bryant & Stratton College
Virginia BeachDiploma - General Studies
Lake Taylor High School
Norfolk, Va12-2007
Skills
- Able to think independently and quickly
- Relates easily to all levels of coworkers and customers
- Outstanding Communication & listening skills
- Fast learning
- Retail experience
- Ability to multi-task
- Problem-solving
- Operations management
- Customer service
- KPI tracking
- Negotiation
Accomplishments
Completed the Leadership Development Program at Spring Oaks Capital LLC
Timeline
Operations Manager
Spring Oaks Capital LLC
08.2022 - 04.2026
Customer Service Representative
Consumer Portfolio Services
03.2016 - 01.2020
Collector
Crescent Bank and Trust
03.2013 - 05.2015
Collector
NCO Finance System
11.2009 - 03.2013
Leasing Consultant
Renaissance Property
03.2008 - 02.2011
Bachelor of Science - Criminal Justice
Bryant & Stratton College
Diploma - General Studies
Lake Taylor High School