Current resume outlining background in management, collections, credit bureau analysis and customer service.

1. Angela Davies
3600 S. Bannock St #205, Englewood, CO 80110
Angela.A.Davies@gmail.com
303-210-3207
Summary
Enthusiastic, resourceful, flexible, and well organized. Strengths include customer service, collections and
credit, problem solving, and analyzing moderate to complex statisticaldata.
Experience
Sprint Communications-Englewood, CO 2001-2016
(Formerly Nextel Communications)
Enterprise and Government Collections Supervisor 1/2014 – 7/2016
Accountable for team performance, goals, and metrics objectives including the growth and progress of
collections representatives. Able to convey, train, and implement Sprint Nextel policies and procedures to
employees and ensure compliance. Adhere to departmental call service levels and ensure that staffing
requirements are kept under control. Handle escalated calls and resolve issues regarding customer dispute
inquiries and account information through education, assessment and research. Track vacation, personal
time, FMLA, and complete payroll requirements on a regular basis,in order to eliminate potential problems
for the employee or financial risk to the company. Committed to employee accountability, development, and
advancement by providing frequent feedback, monitoring calls, administer performance appraisals, and
provide alternatives to decrease corrective action.
Credit Supervisor 4/2005-1/2014
Responsible for managing team performance, disputes, and escalated concerns for both business and
individual accounts.Feedback, coaching, and mentoring is provided daily, weekly, and monthly in order to
assist with improvement on performance. Additional responsibilities included ensuring that proper staffing
for the department was maintained consistently for coverage needs.
 Initiated and assisted in updating the quality assurance scorecard and guide for the credit department.
 Assisted with the development and monitoring of the work at home program. Helped to develop
performance guidelines and assisted with trouble-shooting and site visits.
Regional Collections Supervisor 2001-4/2005
Responsible for team improvement including coaching, training, and development of collection
representatives. Communicate and administer Nextel policies and procedures to employees and ens ure
compliance. Utilize monitoring systems to maintain departmental call service level of 70% or better and
controlstaffing requirements. Resolve escalated calls and handle issues regarding customeraccounts through
analysis and research. Review and verify all personal time, and any FMLA related time off for employees
to confirm accuracy for payroll. Ensure that employee’s receive regular feedback on performance and
monitored calls, Encourage team members to participate in projects that enable them to develop their skills
and further development.
GE Card Services –Littleton, CO 1996-2001
(Formerly JC Penney Credit Services)
Customer Service Manager 1998-2001
Career started as a Customer Service Rep and Collections Rep, eventually moving up to Customer Service
Manager. Responsibilities in this role included being head of retail catalog division and responsible for the
staffing, training, coaching and consistency ofassociates. Maintained turnaround time goals by ensuring that
communication is constantly utilized, staffing needs are achieved and guidelines are used consistently.
Ensured timeliness of work reviews, performance appraisals and merit increases. Review weekly statistical
reports of associate’s productivity and identify trends and patterns in need of attention. Identify problems
and supply coaching and feedback through action plans and supportive training. Helped manage a call center
effectively through trend analysis and ensured service level requirement were met.
Education
East Peoria Community High School - East Peoria, IL 1991
Associate of Arts Degree – Arapahoe Community College - Littleton, CO 2012