Call Center A Team

Angela J. Pietrafese

Email: ******@*******.*** Phone: 330-***-****

Professional Experience

Concora Credit (formerly Genesis Financial) - Akron, OH

Unit Manager

March 2023 – July 2024

Managed a team of agents responsible for call monitoring and compliance.

Provided daily production reports and analysis.

Made decisions on call disputes related to scoring for the call center.

Conducted call calibration sessions across all lines of business.

Researched and reviewed work instructions to ensure accuracy and compliance.

Bread Financial - Remote

Collection Supervisor

August 2022 – March 2023

Monitored calls and ensured compliance with company standards.

Researched and handled escalated calls.

Managed scheduling and overtime adjustments for the team.

Provided coaching and development for a staff of 56 direct reports.

Huntington Bank - Akron, OH

Financial Recovery Representative

March 2021 – August 2022

Managed recovery efforts for a commercial portfolio.

Researched and documented judgments, liens, and assets.

Filed bankruptcy proofs of claim.

Negotiated settlement offers and corresponded with internal and external counsel.

Assigned files to external agencies after completing necessary documentation.

KeyBank - Brooklyn, OH

Recovery Section Manager

May 2015 – March 2021

Supervised and developed recovery team members.

Approved payroll and managed team scheduling to ensure customer call coverage.

Assigned workflow to meet Government and Department guidelines.

Reviewed and negotiated settlement offers that did not meet minimum requirements.

Resolved escalated calls and customer complaints efficiently.

Reimer Arnovitz Chernek & Jeffrey L.P.A. - Solon, OH

Collection Manager

December 2009 – May 2015

Developed and implemented department policies and procedures, including training and hiring.

Managed all accounting functions related to payments, billing, and reconciliation.

Led the programming development and maintenance of the software system.

Served as the primary contact for all current and potential collection clients.

Ensured compliance with current industry standards through research and implementation.

First Merit Bank N.A. - Akron, OH

Legal Specialist

March 2004 – December 2009

Analyzed loan impairments and recommended legal or collection actions.

Managed a consumer profit and loss portfolio exceeding $11 million.

Collaborated with outside counsel and agencies to implement collection actions.

Negotiated settlements, short sales, and deeds in lieu of foreclosure.

Weltman Weinberg and Reis Co. L.P.A. - Brooklyn, OH

Legal Collection Supervisor

March 1999 – February 2004

Supervised and developed a team of 10+ employees.

Managed client communication and compliance.

Directed workflow allotment and conducted monthly performance reviews.

Led recruitment, staff development, and payroll management.

Sterling Inc. - Fairlawn, OH

Collection Supervisor

February 1993 – March 1999

Supervised and coached a team of 14+ employees.

Developed and implemented motivational contests and incentives for over 150 employees.

Managed and maintained a collection portfolio of over $3 million.

Acted as liaison between the home office, stores, and customers.

Education

Hiram College

Senior Standing for B.A. in Environmental Studies

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