Shelby Richards

Shelby Richards

Customer Service Lead

Followers of Shelby Richards637 followers
location of Shelby RichardsDayton Metropolitan Area

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  • Timeline

  • About me

    Assistant Vice President Collection Manager

  • Education

    • Northwestern University - Kellogg School of Management

      2004 - 2007
      Bachelor’s Degree Business Management
  • 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
  • Licenses & Certifications

    • Citrix eWorkforce Management Expert Level

      Aspect Software
      Nov 2012
  • Volunteer Experience

    • United Way, Grow Up Great

      Issued by DAYTON OHIO HABITAT FOR HUMANI on Oct 2009
      DAYTON OHIO HABITAT FOR HUMANIAssociated with Shelby Richards