Michele Sponaugle

Oversee the Collections department to ensure timely recovery of outstanding receivables while maintaining a strong relationship with our clients and internal credit and treasury teams.
Managing a team of 10 collectors who handle a wide variety of client portfolios.
Monitor aging reports and implement follow-up procedures for delinquent accounts.
Collaborate with our Credit, Treasury, Account Management, and Legal teams on escalated accounts.
Prepare monthly and quarterly performance reports/reviews for each collector.
Work with the collectors to initiate process improvements in their day to day responsibilities as well in the SAP system.

Participates in internal projects and other process improvement initiatives to continuously improve the customer service model and to streamline operational activities for our team and our customers.
Lead by example and provide voice of the client feedback to influence product refinement and development.
Builds and sustains professional working relationships with client contacts in assigned portfolio. Proactively seeks to understand and assess client goals and objectives around maintenance, recognize needs, and recommend solutions and cost savings ideas. May participate in client visits and/or travel to client’s location to support business needs.
Identify opportunities to simply – Eliminate, streamline, or automate

Managed a team of up to 25 employees monitoring their productivity and providing guidance and feedback to improve efficiency
Participate in projects to help with efficiency and improve customer experience
Ensure the call center SLA's are met on a daily/monthly basis
Maintain and improve quality scores throughout the team
Monitor my teams productivity, report on any trends, and make recommendations to improve handle times as well as customer hold time experience.