1. Nicole Stanley
Mission Viejo, CA 92691 Nicolestanley@cox.net
OBJECTIVE Manager with over 16 years’ experience in Customer Service, Financial Management,
Collections, Credit and Fraud. I have been successful at building dynamic teams while encouraging
bottom- line growth and increasing customer and consumer loyalty. With a proven history in
organizational and staff development as well as risk mitigation, I am seeking the opportunity to integrate
my expertise with your mission.
EXPERIENCE Management/Leadership/Credit/Fraud/Customer Service/ Collections Operations/ Risk
Mitigation/ Analysis of data& Assessment of business processes/ Organization/Staff Development/
Recovery/Reconciliation/ Communications Skills/ Develop/Enhance Departmental procedures & Maintain
team daily workflow/Retail & Retention/Field Collections/Project Management /Financial Management
Inbound/outbound call que
PROFESSIONAL CAREER
AIR-N-WATER/ NEW AIR / LUMA COMFORT 2016
Manager
 Manage call center teams of 15 people for Air-N-Water and NewAir Luma Comfort
 Coach/Develop two customer service teams- Individual Consumer and B2B team
 Oversee day to day operations and efficiencies are met, provide employees training, coaching
and direction
 Develop and implement processes and procedures to fit business operations
 Manage attendance and vacation/sick time to ensure department is adequately staffed
 Determine and prepare work schedules, train, develop and counsel direct reports
 Develop standardized procedures to improve efficiency of both teams; provided them with written
and verbal instructions for bottom line growth
 Maintain department monthly statistics and goals
 Work with Individual Buyer/Vendors/Commercial Businesses to partner for sales and methods for
growth.
CAPITAL GROUP
FINANCIAL SERVICES 2015
 Receive inbound calls from investors and financial advisors across the country
 Help callers manage their mutual fund accounts by completing transactions, such as investments,
redemptions and account maintenance
 Educate callers about American Funds services and broader industry policies
 Research and resolve client inquiries
 Send mailings, including account statements, dividend and other checks, year-end tax forms and
shareholder reports

2. Nicole Stanley
COX COMMUNICATIONS 2000-2014
CALL CENTER MANAGER
 Manage 3 teams - 14 people Commercial & Residential credit/collections/Cash Room
 Financial Team Research, refunds and adjustments
 Oversee day to day operations and efficiencies are met, provide employees training, coaching
and direction
 Develops and implement processes and procedures to fit business operations
 Maintain financial control audit program to ensure adequate controls over revenue assurance
processes and unreturned company equipment based on data analysis
 Provide feedback to various partners and counterparts on all aspects of the business including
completive activities & plans to deliver corrective actions intended to mitigate revenue leakage/
risk for Residential &Commercial business
 Create and maintain customer invoicing of accounts receivable files.
 Establishes programs and controls to reduce exposure to fraud, bad debt and mitigate risk
 HR Personnel files, people soft, create & conduct reviews, time& labor program, California labor
laws
 Manage attendance and vacation/sick time to ensure department is adequately staffed
 Determine and prepare work schedules, train, develop and counsel direct reports
 Reviewed and referred accounts to collections agency for legal actions against debtors
 Studied and standardized procedures to improve efficiency of subordinates; provided them with
written and oral instructions
 Maintain department monthly statistics and goals
 Work with sales/retail/retention & Commercial Business on new technologies& methods for
growth
 Collections schemes and aging - Researches and resolves billing problems and discrepancies.
 Interfaced with our outside collection agencies regarding customer accounts
 Payment plans/customer resolution to retain customers long-term while adhering to Federal and
State regulations/compliance regarding collections & tariff laws
SKILLS
Management/Customer Service/ Retention/ Process Improvement/ Project Management/ Communication
Data Analysis/Team Development/Computer Proficient