LaYona Brown

Experience

• 

  AT&T

  Sept 2010 - Dec 2024

  Team Supervision and Performance Management: Directed and supervised a team of 15-20 experts managing incoming calls with the primary objective of collecting outstanding debt. Oversaw day-to-day operations, determined overdue accounts, and implemented collection procedures while ensuring high performance standards and team productivity. Provide training and education to team members on new policies, procedures, and technologies. Ensured they were well-equipped to manage their responsibilities. Performance Analysis: Use performance metrics to track progress and measure the effectiveness of collective procedures. Utilized data-driven insights to enhance operational efficiency and effectiveness. Regularly reviewed and adjusted metrics as needed.Trend Identification and Reporting: Identified performance trends using real data and compiled detailed analysis reports. Provided actionable insights and recommendations to drive continuous improvement in addition to refresher training.Accounts Receivable Management: Led the analysis of accounts receivable and aging accounts to determine overdue accounts. Developed and implemented effective collection procedures to manage overdue accounts effectively.Customer Needs and Responsiveness: Anticipated customer needs and acted with speed and urgency to achieve positive outcomes. Ensured prompt and effective resolution of customer issues while maintaining high satisfaction levels. Recommended credit limits, managed credit arrangements, and resolved problem accounts.Churn Minimization and Customer Satisfaction: Minimized customer churn by collaborating with sales partners, peers, and senior leadership. Implemented strategies to enhance customer satisfaction and loyalty. Collaborative Team Effort: Encourage a culture of collaboration and teamwork. Allowed team members to experiment with new ideas and approaches to improve collective effectiveness. Recognize and reward collaborative efforts to motivate team members. Show less Team Leadership: Supervised a team of professionals responsible for managing bankruptcy cases. Provided guidance, support, and performance evaluations to ensure high productivity and adherence to legal and company standards.Case Management: Oversaw the processing of bankruptcy filings, ensuring that all cases were managed in compliance with federal and state laws. Managed the workflow to ensure timely and accurate processing of bankruptcy petitions, proofs of claim, and other related documents.Legal Compliance: Ensured compliance with all relevant bankruptcy laws, regulations, and guidelines. Documentation and Reporting: Maintained accurate and comprehensive records of all bankruptcy cases. Prepared detailed reports and analyses for senior management, highlighting trends, performance metrics, and areas for improvement.Financial Oversight: Monitored the financial aspects of bankruptcy cases, including the recovery of debts and management of assets. Ensured that all financial transactions were documented and reconciled accurately.Dispute Resolution: Managed and resolved disputes related to bankruptcy cases, including objections to discharge, stay violations, and creditor disputes. Worked towards amicable resolutions while protecting the company's interests.Strategic Planning: Contributed to the development of strategic plans for the bankruptcy department. Set goals, defined key performance indicators, and aligned team efforts with organizational objectives.Debt Recovery Strategies: Developed and implemented effective debt recovery strategies tailored to the unique challenges of outside collections. Employed both traditional and innovative methods to maximize recovery rates.Performance Monitoring: Monitored and analyzed the performance of field collection agents through regular reporting and field visits. Used data-driven insights to optimize collection strategies and improve overall team performance. Show less Relationship Building: Established and maintained healthy working relationships, partnering effectively with clients, vendors, and peers. Fostered a collaborative environment that encouraged mutual respect and productive partnerships. Customer Communication: Maintained continuous communication with customers through face-to-face meetings, phone calls, and emails. Discussed proposed solutions and facilitated the closing of sales, ensuring clarity and alignment with client expectations.Contract Negotiation and Administration: Responsible for negotiating, reviewing/renewing, and administering customer contracts for both new and existing business, ensuring favorable terms and compliance with company and legal policies.Proposal Development: Prepared comprehensive proposals, presentations, and bids. Developed pricing strategies and strategic plans tailored to customer needs and proposed solutions, demonstrating a deep understanding of market dynamics and client requirements.Market Research: Conducted thorough research on customer businesses and industries to uncover new sales opportunities. Collaborated with the Support Team to research and develop customized customer solutions, including design and implementation. Show less

  • Credit & Collections Manager

    Sept 2013 - Dec 2024

  • Bankruptcy Manager

    Dec 2019 - Dec 2021

  • Account Manager

    Sept 2010 - Sept 2013