Shelby Richards

Experience

• 

  R+L Carriers

  Oct 2007 - Jul 2009

  Customer Service Lead

  I worked for R&L Carriers as a Customer Service Lead, while with the company I had multiple responsibilities which did not consist of only Customer Service. I worked with many Directors and VP's making sure they were able to secure business for R&L Carriers.

• 

  PNC

  Oct 2009 - Apr 2018

  Manage day to day responsibilities to assure my direct reports are providing a strong customer experience and adding value on a daily basis. Staffing, Scheduling, Forecasting Model Assisting Collections Reps along with management to make sure the customers experience is as seamless as possible. Assisting homeowners with understanding default. Also assisting them with applying for assisting options to help save their dwellings. Collected mortgage payments, set up Forbearance Plans,repayment plans as well.

  • Operations Manager

    Jul 2017 - Apr 2018

  • Operations Supervisor II /Staff Manager/ Officer

    Nov 2012 - Jul 2017

  • Business Analyst- Work Force Analytics

    Sept 2011 - Dec 2012

  • Help Desk Analyst/ Collector 3

    Nov 2010 - Aug 2011

  • Collector II

    Oct 2009 - Nov 2010
• 

  First Billing Services

  Apr 2018 - Jan 2019

  RBS

  RBS/ The Connor Group

• 

  U.S. Bank

  Jan 2019 - now

  Collections Manager