Summary
Overview
Work History
Education
Skills
Timeline
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Lateyia Reid

Virginia Beach

Summary

Dynamic professional with extensive call center experience at Consumer Portfolio Services, adept at skip tracing and customer research. Proven track record in reducing outstanding debts and enhancing customer satisfaction through strategic negotiation. Strong leadership skills fostered a positive work environment, resulting in improved employee performance and retention. Proficient in Excel for data analysis.

Overview

13
13
years of professional experience

Work History

30 Day Collector

Consumer Portfolio Services
10.2017 - Current
  • 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.
  • Streamlined debt collection processes for increased efficiency in the workplace.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Trained new team members on scripts, company services, and collection strategies.

Operations Manager

PRA Group
10.2012 - 10.2017
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Analyzed and reported on key performance metrics to senior management.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.

Education

Bachelor of Science - Accounting

Virginia Union University
Richmond, VA
05-2011

Skills

  • Call center experience
  • Assertiveness
  • Customer research
  • Skip tracing
  • Proficiency in Excel

Timeline

30 Day Collector

Consumer Portfolio Services
10.2017 - Current

Operations Manager

PRA Group
10.2012 - 10.2017

Bachelor of Science - Accounting

Virginia Union University

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Lateyia Reid