SlideShare a Scribd company logo

Resume

1 of 2
Download to read offline
Loretta Riley
10170 Summit Run Drive, Frisco TX 75035
Cell: 972-841-0294 - lriley2153@att.net
Summary
Highly motivated reliable management professional with extensive commercial collectionsand banking industry experience.
Successfullyheaded a commercial collectionsdepartmentand call center operations to maximize efficiency, ensure customer
satisfaction, improve accuracy and reduce costsand bad debt.Offer excellentteam-building, coaching, problem-solving,
communication and leadership skills. Results-driven individual with a strong background contributing to seamless acquisitions,
handling various banking functions and taking on additional responsibilities.
Highlights
Proficient in Oracle AR & Advanced Collections Complexproblem solving
Modules Staff development
Strong communication skills Policy/program development
Detail-oriented
Experience
Credit & Collections Manager
August 2004toAugust 2015
G6 Hospitality, LLC (formerly Accor, NA) - Carrollton,TX
Managed team of 8-20 of commercialcollectors. Developed policiesand procedures for evaluating customer financials and
setting and changing credit lines/limits, as well as credit holds. Developed acceptable credit policies. Reviewed the
creditof directbillcompanies, potential franchisees,and vendorsfor the company. Worked with the Sales team and all
departments to improve customers' issuesand experiences.
•Tasked to increase overall collections and reorganize lowperforming collections department.
•Key member ofthe team to bring the direct bill program in house from an external company. Reduced the costs ofthe
program and improved the customer experience.
•Implemented the collectionsfrom franchisees withoutincreasing staffheadcount
Platform Unit Manager, National HelpLine
March 2001toJuly 2003
Bank of America - Irving, TX
Continued forward progression with thisleading bank to oversee operationsof an inbound callcenter and directefforts of
agents.Recruitand train staff, conduct performance reviews and manager four direct reports responsible for 55
associates. Served as three-time Zone Coach in Foundations for Leadership program.
•Credited with identifying a programming error in the year-end taxreporting system prior to implementation, preventing
significant costsassociated with potential call volume.
•Played key role in average call handle time reduction by over one minute with no impact on accuracy and quality by reviewing
and revising representative training program.
•Ensure optimalperformance of associates by recruiting top quality personnel, providing highly effective coaching and
recognizing performance.
Team Manager, National HelpLine
September 1998 to March 2001
Bank of America - Irving, TX
Directed up to 20 agents to ensure optimal customer service. Recruited, interviewed and coached associates assisted with
difficult calls and developed training materials.
•Successfullytook on additional role as Teller Team Manager for four months while maintaining existing responsibilities;
earned an award for improving performance of both teams during thatperiod.
•Recognized for placing membersof the Interstate Assistance Team in newpositions following shut-down.
•Served as the onlyteam manager on-site for sixmonthsresponsible for training and managing up to 60 agents.
Platform Agent,National HelpLine
July 1997 to August 1998
Bank of America - Irving, TX
Handled an average of 80 calls daily from banking center associatesregarding policies and procedures.Trained 10
associates.
•Received 10 Customer Excellence Leadership Award (CELA) cards from clientsfor exceptional service level.
PersonalBanker
August 1990toJuly 1997
Banker of America - Oklahoma City, OK
Opened newaccounts, performed transactions, and processed loans.Served asthe Teller Manager and Banking Center
Manager when necessary.
•Earned ranking asthe third highest producer of loans sales in the Oklahoma Citymarketfor 1997.
•Took the initiative to become an expert on the teller system in order to train associates and take over other tasks as
needed.
•Played keyrole in newbanking center openings during bankacquisition in Oklahoma, Arkansas,and Kansasbytraining
managementand personnelin systems, policies, procedures, and products.
Education
BBA : Human Resources,1983
Eastern NewMexico University- Portales, NM, USA
Minor in Accounting
Affiliations
Member of NACM
Ad

Recommended

More Related Content

What's hot

Leon Bernard CV V2
Leon Bernard CV V2Leon Bernard CV V2
Leon Bernard CV V2Leon Bernard
 
Kathy Hagen Resume 2015
Kathy Hagen Resume 2015Kathy Hagen Resume 2015
Kathy Hagen Resume 2015Kathy Hagen
 
Rebecca_King_Resume_22016
Rebecca_King_Resume_22016Rebecca_King_Resume_22016
Rebecca_King_Resume_22016Rebecca King
 
Professional Resume for Teri Brown (1) (1)
Professional Resume for Teri Brown (1) (1)Professional Resume for Teri Brown (1) (1)
Professional Resume for Teri Brown (1) (1)Brown Teri
 
Renee_Arellano_Resume[1].pdf
Renee_Arellano_Resume[1].pdfRenee_Arellano_Resume[1].pdf
Renee_Arellano_Resume[1].pdfRenee Arellano
 
David Martin-Resume General Manager
David Martin-Resume General ManagerDavid Martin-Resume General Manager
David Martin-Resume General ManagerDavid Martin
 
Wilson Trigg Angela New Updated
Wilson Trigg  Angela New UpdatedWilson Trigg  Angela New Updated
Wilson Trigg Angela New UpdatedAngela Trigg
 
Dornelle Reid's Final ResumeSG
Dornelle Reid's Final ResumeSGDornelle Reid's Final ResumeSG
Dornelle Reid's Final ResumeSGDornelle Reid
 
April E McDowell Resume.
April E McDowell Resume.April E McDowell Resume.
April E McDowell Resume.April McDowell
 

What's hot (20)

Leon Bernard CV V2
Leon Bernard CV V2Leon Bernard CV V2
Leon Bernard CV V2
 
Kathy Hagen Resume 2015
Kathy Hagen Resume 2015Kathy Hagen Resume 2015
Kathy Hagen Resume 2015
 
Taleiba spencer 2016
Taleiba spencer 2016Taleiba spencer 2016
Taleiba spencer 2016
 
Rebecca_King_Resume_22016
Rebecca_King_Resume_22016Rebecca_King_Resume_22016
Rebecca_King_Resume_22016
 
Professional Resume for Teri Brown (1) (1)
Professional Resume for Teri Brown (1) (1)Professional Resume for Teri Brown (1) (1)
Professional Resume for Teri Brown (1) (1)
 
Irvin Williams-Resume
Irvin Williams-ResumeIrvin Williams-Resume
Irvin Williams-Resume
 
Resume
ResumeResume
Resume
 
Renee_Arellano_Resume[1].pdf
Renee_Arellano_Resume[1].pdfRenee_Arellano_Resume[1].pdf
Renee_Arellano_Resume[1].pdf
 
Revamped resume 3
Revamped resume 3Revamped resume 3
Revamped resume 3
 
David Martin-Resume General Manager
David Martin-Resume General ManagerDavid Martin-Resume General Manager
David Martin-Resume General Manager
 
Marcus smith resume 11.16
Marcus smith resume 11.16Marcus smith resume 11.16
Marcus smith resume 11.16
 
resume2013
resume2013resume2013
resume2013
 
Wilson Trigg Angela New Updated
Wilson Trigg  Angela New UpdatedWilson Trigg  Angela New Updated
Wilson Trigg Angela New Updated
 
Naz CV 2015
Naz CV 2015Naz CV 2015
Naz CV 2015
 
Patrice smith f
Patrice smith fPatrice smith f
Patrice smith f
 
Dornelle Reid's Final ResumeSG
Dornelle Reid's Final ResumeSGDornelle Reid's Final ResumeSG
Dornelle Reid's Final ResumeSG
 
April E McDowell Resume.
April E McDowell Resume.April E McDowell Resume.
April E McDowell Resume.
 
Mike doc res Encino
Mike doc res EncinoMike doc res Encino
Mike doc res Encino
 
ChrisResume1ab
ChrisResume1abChrisResume1ab
ChrisResume1ab
 
Ronald J Benevento RIA
Ronald J Benevento RIARonald J Benevento RIA
Ronald J Benevento RIA
 

Viewers also liked

Hr policy, Human Resources
Hr policy, Human ResourcesHr policy, Human Resources
Hr policy, Human ResourcesJuha Ryödi
 
Measuring the Success of Your Community
Measuring the Success of Your CommunityMeasuring the Success of Your Community
Measuring the Success of Your CommunityCMX
 
How to Build, Deliver and Sell Online Courses (BESIG 2016)
How to Build, Deliver and Sell Online Courses (BESIG 2016)How to Build, Deliver and Sell Online Courses (BESIG 2016)
How to Build, Deliver and Sell Online Courses (BESIG 2016)Business English Pod
 
Failure mapping the collaborative economy
Failure mapping the collaborative economyFailure mapping the collaborative economy
Failure mapping the collaborative economyCollaborative Lab
 
Elena Grewal, Data Science Manager, Airbnb at MLconf SF 2016
Elena Grewal, Data Science Manager, Airbnb at MLconf SF 2016Elena Grewal, Data Science Manager, Airbnb at MLconf SF 2016
Elena Grewal, Data Science Manager, Airbnb at MLconf SF 2016MLconf
 
Collaborative Consumption: The 7 Key Business Models
Collaborative Consumption: The 7 Key Business ModelsCollaborative Consumption: The 7 Key Business Models
Collaborative Consumption: The 7 Key Business ModelsCollaborative Lab
 
Strategic plan harvard business review casestudy airbnb company
Strategic plan harvard business review casestudy  airbnb company    Strategic plan harvard business review casestudy  airbnb company
Strategic plan harvard business review casestudy airbnb company Mohie Ismail
 
THE SHARING ECONOMY LACKS A SHARED DEFINITION: GIVING MEANING TO THE TERMS
THE SHARING ECONOMY LACKS A SHARED DEFINITION: GIVING MEANING TO THE TERMSTHE SHARING ECONOMY LACKS A SHARED DEFINITION: GIVING MEANING TO THE TERMS
THE SHARING ECONOMY LACKS A SHARED DEFINITION: GIVING MEANING TO THE TERMSCollaborative Lab
 
Collaborative Economy Revenue Models
Collaborative Economy Revenue ModelsCollaborative Economy Revenue Models
Collaborative Economy Revenue ModelsCollaborative Lab
 
Business Plan for Arya Travel Agency
Business Plan for Arya Travel AgencyBusiness Plan for Arya Travel Agency
Business Plan for Arya Travel AgencyTarun Arya
 
Employee Rules And Regulations
Employee Rules And RegulationsEmployee Rules And Regulations
Employee Rules And RegulationsNalaka Jayaratne
 
10 Startup Business Puzzles Visualized and Explained
10 Startup Business Puzzles Visualized and Explained10 Startup Business Puzzles Visualized and Explained
10 Startup Business Puzzles Visualized and ExplainedSangeet Paul Choudary
 
Beyond Uber: How the Platform Business Model Connects the World
Beyond Uber: How the Platform Business Model Connects the WorldBeyond Uber: How the Platform Business Model Connects the World
Beyond Uber: How the Platform Business Model Connects the WorldApplicoInc
 
How to choose the right business model? by @boardofinno - @nickdemey
How to choose the right business model? by @boardofinno - @nickdemeyHow to choose the right business model? by @boardofinno - @nickdemey
How to choose the right business model? by @boardofinno - @nickdemeyBoard of Innovation
 

Viewers also liked (17)

Hr policy, Human Resources
Hr policy, Human ResourcesHr policy, Human Resources
Hr policy, Human Resources
 
Measuring the Success of Your Community
Measuring the Success of Your CommunityMeasuring the Success of Your Community
Measuring the Success of Your Community
 
How to Build, Deliver and Sell Online Courses (BESIG 2016)
How to Build, Deliver and Sell Online Courses (BESIG 2016)How to Build, Deliver and Sell Online Courses (BESIG 2016)
How to Build, Deliver and Sell Online Courses (BESIG 2016)
 
Failure mapping the collaborative economy
Failure mapping the collaborative economyFailure mapping the collaborative economy
Failure mapping the collaborative economy
 
Evolution of Theories
Evolution of Theories Evolution of Theories
Evolution of Theories
 
Elena Grewal, Data Science Manager, Airbnb at MLconf SF 2016
Elena Grewal, Data Science Manager, Airbnb at MLconf SF 2016Elena Grewal, Data Science Manager, Airbnb at MLconf SF 2016
Elena Grewal, Data Science Manager, Airbnb at MLconf SF 2016
 
Collaborative Consumption: The 7 Key Business Models
Collaborative Consumption: The 7 Key Business ModelsCollaborative Consumption: The 7 Key Business Models
Collaborative Consumption: The 7 Key Business Models
 
Strategic plan harvard business review casestudy airbnb company
Strategic plan harvard business review casestudy  airbnb company    Strategic plan harvard business review casestudy  airbnb company
Strategic plan harvard business review casestudy airbnb company
 
Business Travel Policy
Business Travel PolicyBusiness Travel Policy
Business Travel Policy
 
THE SHARING ECONOMY LACKS A SHARED DEFINITION: GIVING MEANING TO THE TERMS
THE SHARING ECONOMY LACKS A SHARED DEFINITION: GIVING MEANING TO THE TERMSTHE SHARING ECONOMY LACKS A SHARED DEFINITION: GIVING MEANING TO THE TERMS
THE SHARING ECONOMY LACKS A SHARED DEFINITION: GIVING MEANING TO THE TERMS
 
Collaborative Economy Revenue Models
Collaborative Economy Revenue ModelsCollaborative Economy Revenue Models
Collaborative Economy Revenue Models
 
Business Plan for Arya Travel Agency
Business Plan for Arya Travel AgencyBusiness Plan for Arya Travel Agency
Business Plan for Arya Travel Agency
 
Employee Rules And Regulations
Employee Rules And RegulationsEmployee Rules And Regulations
Employee Rules And Regulations
 
10 Startup Business Puzzles Visualized and Explained
10 Startup Business Puzzles Visualized and Explained10 Startup Business Puzzles Visualized and Explained
10 Startup Business Puzzles Visualized and Explained
 
Beyond Uber: How the Platform Business Model Connects the World
Beyond Uber: How the Platform Business Model Connects the WorldBeyond Uber: How the Platform Business Model Connects the World
Beyond Uber: How the Platform Business Model Connects the World
 
Hr policies
Hr policiesHr policies
Hr policies
 
How to choose the right business model? by @boardofinno - @nickdemey
How to choose the right business model? by @boardofinno - @nickdemeyHow to choose the right business model? by @boardofinno - @nickdemey
How to choose the right business model? by @boardofinno - @nickdemey
 

Similar to Resume

Similar to Resume (20)

Patrick J.Carolan Resume6
Patrick J.Carolan Resume6Patrick J.Carolan Resume6
Patrick J.Carolan Resume6
 
William R Hammett
William R HammettWilliam R Hammett
William R Hammett
 
ERIC NEW RESUME[1]
ERIC NEW RESUME[1]ERIC NEW RESUME[1]
ERIC NEW RESUME[1]
 
General Resume
General ResumeGeneral Resume
General Resume
 
Resume Donna L. Kvidera
Resume Donna L. KvideraResume Donna L. Kvidera
Resume Donna L. Kvidera
 
James Bank Resume accomplishments
James Bank Resume accomplishmentsJames Bank Resume accomplishments
James Bank Resume accomplishments
 
Paula A. Daigle
Paula A. DaiglePaula A. Daigle
Paula A. Daigle
 
Jason Cortez4@1
Jason Cortez4@1Jason Cortez4@1
Jason Cortez4@1
 
Carchidi Resume
Carchidi ResumeCarchidi Resume
Carchidi Resume
 
Cary Arrington Financial Professional Resume A
Cary Arrington Financial Professional Resume ACary Arrington Financial Professional Resume A
Cary Arrington Financial Professional Resume A
 
Griderwow
GriderwowGriderwow
Griderwow
 
REVISED RESUME MICHAEL
REVISED RESUME MICHAELREVISED RESUME MICHAEL
REVISED RESUME MICHAEL
 
carrie-seesholtz-resume
carrie-seesholtz-resumecarrie-seesholtz-resume
carrie-seesholtz-resume
 
Lisa Gray Resume 2015
Lisa Gray Resume 2015Lisa Gray Resume 2015
Lisa Gray Resume 2015
 
Gayane R 2017
Gayane R 2017Gayane R 2017
Gayane R 2017
 
Bone Crushin Resume
Bone Crushin ResumeBone Crushin Resume
Bone Crushin Resume
 
Current Resume--NL
Current Resume--NLCurrent Resume--NL
Current Resume--NL
 
Call center manager CV template
Call center manager CV templateCall center manager CV template
Call center manager CV template
 
Mary Ellen Seji resume
Mary Ellen Seji resumeMary Ellen Seji resume
Mary Ellen Seji resume
 
Veronica Zendejas Resume
Veronica Zendejas ResumeVeronica Zendejas Resume
Veronica Zendejas Resume
 

Resume

  • 1. Loretta Riley 10170 Summit Run Drive, Frisco TX 75035 Cell: 972-841-0294 - lriley2153@att.net Summary Highly motivated reliable management professional with extensive commercial collectionsand banking industry experience. Successfullyheaded a commercial collectionsdepartmentand call center operations to maximize efficiency, ensure customer satisfaction, improve accuracy and reduce costsand bad debt.Offer excellentteam-building, coaching, problem-solving, communication and leadership skills. Results-driven individual with a strong background contributing to seamless acquisitions, handling various banking functions and taking on additional responsibilities. Highlights Proficient in Oracle AR & Advanced Collections Complexproblem solving Modules Staff development Strong communication skills Policy/program development Detail-oriented Experience Credit & Collections Manager August 2004toAugust 2015 G6 Hospitality, LLC (formerly Accor, NA) - Carrollton,TX Managed team of 8-20 of commercialcollectors. Developed policiesand procedures for evaluating customer financials and setting and changing credit lines/limits, as well as credit holds. Developed acceptable credit policies. Reviewed the creditof directbillcompanies, potential franchisees,and vendorsfor the company. Worked with the Sales team and all departments to improve customers' issuesand experiences. •Tasked to increase overall collections and reorganize lowperforming collections department. •Key member ofthe team to bring the direct bill program in house from an external company. Reduced the costs ofthe program and improved the customer experience. •Implemented the collectionsfrom franchisees withoutincreasing staffheadcount Platform Unit Manager, National HelpLine March 2001toJuly 2003 Bank of America - Irving, TX Continued forward progression with thisleading bank to oversee operationsof an inbound callcenter and directefforts of agents.Recruitand train staff, conduct performance reviews and manager four direct reports responsible for 55 associates. Served as three-time Zone Coach in Foundations for Leadership program. •Credited with identifying a programming error in the year-end taxreporting system prior to implementation, preventing significant costsassociated with potential call volume. •Played key role in average call handle time reduction by over one minute with no impact on accuracy and quality by reviewing and revising representative training program. •Ensure optimalperformance of associates by recruiting top quality personnel, providing highly effective coaching and recognizing performance. Team Manager, National HelpLine September 1998 to March 2001 Bank of America - Irving, TX Directed up to 20 agents to ensure optimal customer service. Recruited, interviewed and coached associates assisted with difficult calls and developed training materials. •Successfullytook on additional role as Teller Team Manager for four months while maintaining existing responsibilities; earned an award for improving performance of both teams during thatperiod. •Recognized for placing membersof the Interstate Assistance Team in newpositions following shut-down. •Served as the onlyteam manager on-site for sixmonthsresponsible for training and managing up to 60 agents. Platform Agent,National HelpLine July 1997 to August 1998 Bank of America - Irving, TX
  • 2. Handled an average of 80 calls daily from banking center associatesregarding policies and procedures.Trained 10 associates. •Received 10 Customer Excellence Leadership Award (CELA) cards from clientsfor exceptional service level. PersonalBanker August 1990toJuly 1997 Banker of America - Oklahoma City, OK Opened newaccounts, performed transactions, and processed loans.Served asthe Teller Manager and Banking Center Manager when necessary. •Earned ranking asthe third highest producer of loans sales in the Oklahoma Citymarketfor 1997. •Took the initiative to become an expert on the teller system in order to train associates and take over other tasks as needed. •Played keyrole in newbanking center openings during bankacquisition in Oklahoma, Arkansas,and Kansasbytraining managementand personnelin systems, policies, procedures, and products. Education BBA : Human Resources,1983 Eastern NewMexico University- Portales, NM, USA Minor in Accounting Affiliations Member of NACM