Looking for a job

Jessica Ritchie

@jessicaritchie

I improve collections performance through customer service, staff training, quality assurance, and compliance monitoring.

United States

Message

What I'm looking for

I'm seeking a management role where I can train and support staff, strengthen customer service, improve quality and compliance, and build rapport with clients.

I've built my career in collections and customer service, including five years as a Senior Collector at Accounts Receivable Management, where I managed past-due consumer accounts, verified payment information, and worked within fair debt collection laws.

At MRS Associates, I've served as a Resolution Agent, negotiating resolutions, managing multiple priorities, and meeting tight deadlines while using MS Office and database software.

I've also led training and quality assurance efforts by teaching employees, reviewing performance, monitoring inbound and outbound calls, documenting procedures, coaching representatives, and identifying compliance and operational risks.

Experience

Work history, roles, and key accomplishments

Current

Resolution Agent

Current

MRS Associates

Jun 2015 - Present (11 years 3 months)

Demonstrated skill in negotiating and resolving conflicts, with intermediate MS Office and database software skills. Prioritized multiple tasks to ensure successful completion of each debt collection attempt.

Microsoft Office Database Software Negotiation Conflict Resolution Multitasking Debt Collection

Sr.Collector

Accounts Receivable Management

Sep 2010 - Jun 2015 (4 years 9 months)

Managed collections and customer service for past due consumer accounts, proficient in Excel and knowledge of Fair Debt Collection laws. Reviewed and submitted insurance claims with one year of medical billing experience.

Collections Customer Service Excel Fair Debt Collection Practices Act (FDCPA)Medical Billing Insurance Claims Communication Skills Teamwork

Quality Assurance Team Lead

MRS Associates

Monitored and evaluated calls, provided feedback and reports to management, and documented standard operating procedures. Provided training and coaching to call center representatives and management team members.

Quality Assurance Call Monitoring Feedback Coaching Compliance Reporting Training

Training Manager

MRS Associates

Assessed training needs, taught new skills, and updated employees on company goals and procedures. Reviewed employee performance and learning, with ability to supervise multiple projects.

Training Employee Development Performance Reviews Supervision Communication Skills Leadership