FEDERATED FINANCIAL Bridgeton, MO Executive Collections Manager (January 2003 to January 2006) • Drove a team up to 13 account representatives to properly assist various customer needs while ensuring their individual monthly goals were exceeded by a minimum of 3 % through extensive training and development • Monitored
daily attendance and
productivity of account representatives to ensure quantity and quality of work was met • Consistently
surpassed performance and coaching goals set by upper management • Handled and responded to all escalated customer inquiries in a prompt, professional and courteous manner in compliance with all of Federated policies and procedures • Created multiple monthly team incentive programs based on goals set by division directors • Managed 3 assistant team leads