Kristy Turner
Newport News
Summary
Dynamic Collections Manager with a proven track record at Cox Communications, enhancing collections efficiency through strategic planning and exceptional customer service. Skilled in risk assessment and team leadership, I successfully reduced delinquency rates while fostering strong customer relations and driving performance metrics. Adaptable and results-oriented, I thrive in fast-paced environments.
Results-driven collections professional with proven track record in managing accounts and achieving collection targets. Well-versed in negotiating with clients and implementing effective strategies to reduce outstanding balances. Known for exceptional teamwork and adaptability, consistently delivering results and fostering cooperative work environment.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Collections Manager/Senior Team Leader
Cox Communications
02.2018 - 01.2025
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Trained and mentored new employees on collection methods, documentation requirements and performance strategies.
Senior Fraud Analyst, Collections Manager, QA
Citizens Financial Group, Inc.
04.2014 - 02.2018
- Played a key role in the development and execution of anti-fraud awareness campaigns aimed at educating employees and customers about common scams and tactics used by malicious actors.
- Facilitated information sharing among internal stakeholders by creating centralized repositories for key metrics, trends, and insights related to fraudulent activities.
- Delivered targeted training programs to enhance staff knowledge of fraud detection methodologies and best practices.
- Assisted in the design of robust controls that minimized instances of false positives while maximizing genuine fraud identification rates.
- Enhanced fraud detection capabilities through continuous improvement of risk models and decision systems.
- Increased customer satisfaction by resolving fraud inquiries promptly and providing clear communication throughout the process.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Completed loan modifications to prevent foreclosure
Collections Manager, Garnishment Specialist
Glasser and Glasser Law Firm
08.2009 - 03.2014
- Established procedures for collection of past due amounts.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Worked with legal resources and recovery teams to manage default issues.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Created comprehensive reports on collection activities, highlighting key performance indicators and areas for improvement.
- Coded and entered at least 100 invoices each day into in-house accounting software.
- Collaborated with cross-functional teams to address customer disputes and resolve billing issues promptly.
- Managed court ordered wage garnishments, ensuring accurate, timely payments in compliance with state laws and FDCPA guidelines.
- Interacting with employees, courts, and agencies to address and resolve on time pavements to our client.
Retention Account Manager
Sprint
01.2003 - 08.2009
- Achieved significant improvements in customer lifetime value through diligent account management practices.
- Delivered detailed reports regularly providing insights about individual accounts'' health status enabling quicker response time for necessary actions.
- Collaborated with the sales team to identify opportunities for account growth and expansion.
- Implemented targeted marketing campaigns to engage customers, reinforce brand loyalty, and promote additional product offerings.
- Assisted in training new employees on best practices in retention account management techniques contributing towards their rapid productivity increase.
- Highlighted experience in customer service-retention, building relationships, problem-solving, and improving customer, and improving customer satisfaction
- Addressed issues promptly, found resolutions that satisfied the customer along with adhering to company guidelines and procedures.
Collections Agent
Portfolio Recovery Associates
03.2000 - 01.2003
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Education
Diploma
Northumberland High School
Northumberland County VA06-1997
Skills
- Risk assessment capabilities
- Past due balance management
- Customer service management
- Exceptional organization
- Customer relations
- Performance metrics monitoring
- Time management mastery
- Credit analysis proficiency
- Strong communication
- Analytics reporting
- Team leadership experience
- Effective communication
- Adaptability and flexibility
Certification
- CM - Certified Manager Certification
- Certified Mortgage Loan officer, Citizens Bank 2014 -2018
Timeline
Collections Manager/Senior Team Leader
Cox Communications
02.2018 - 01.2025
Senior Fraud Analyst, Collections Manager, QA
Citizens Financial Group, Inc.
04.2014 - 02.2018
Collections Manager, Garnishment Specialist
Glasser and Glasser Law Firm
08.2009 - 03.2014
Retention Account Manager
Sprint
01.2003 - 08.2009
Collections Agent
Portfolio Recovery Associates
03.2000 - 01.2003
Diploma
Northumberland High School
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