1. Loretta Riley
10170 Summit Run Drive, Frisco TX 75035
Cell: 972-841-0294 - lriley2153@att.net
Summary
Highly motivated reliable management professional with extensive commercial collectionsand banking industry experience.
Successfullyheaded a commercial collectionsdepartmentand call center operations to maximize efficiency, ensure customer
satisfaction, improve accuracy and reduce costsand bad debt.Offer excellentteam-building, coaching, problem-solving,
communication and leadership skills. Results-driven individual with a strong background contributing to seamless acquisitions,
handling various banking functions and taking on additional responsibilities.
Highlights
Proficient in Oracle AR & Advanced Collections Complexproblem solving
Modules Staff development
Strong communication skills Policy/program development
Detail-oriented
Experience
Credit & Collections Manager
August 2004toAugust 2015
G6 Hospitality, LLC (formerly Accor, NA) - Carrollton,TX
Managed team of 8-20 of commercialcollectors. Developed policiesand procedures for evaluating customer financials and
setting and changing credit lines/limits, as well as credit holds. Developed acceptable credit policies. Reviewed the
creditof directbillcompanies, potential franchisees,and vendorsfor the company. Worked with the Sales team and all
departments to improve customers' issuesand experiences.
•Tasked to increase overall collections and reorganize lowperforming collections department.
•Key member ofthe team to bring the direct bill program in house from an external company. Reduced the costs ofthe
program and improved the customer experience.
•Implemented the collectionsfrom franchisees withoutincreasing staffheadcount
Platform Unit Manager, National HelpLine
March 2001toJuly 2003
Bank of America - Irving, TX
Continued forward progression with thisleading bank to oversee operationsof an inbound callcenter and directefforts of
agents.Recruitand train staff, conduct performance reviews and manager four direct reports responsible for 55
associates. Served as three-time Zone Coach in Foundations for Leadership program.
•Credited with identifying a programming error in the year-end taxreporting system prior to implementation, preventing
significant costsassociated with potential call volume.
•Played key role in average call handle time reduction by over one minute with no impact on accuracy and quality by reviewing
and revising representative training program.
•Ensure optimalperformance of associates by recruiting top quality personnel, providing highly effective coaching and
recognizing performance.
Team Manager, National HelpLine
September 1998 to March 2001
Bank of America - Irving, TX
Directed up to 20 agents to ensure optimal customer service. Recruited, interviewed and coached associates assisted with
difficult calls and developed training materials.
•Successfullytook on additional role as Teller Team Manager for four months while maintaining existing responsibilities;
earned an award for improving performance of both teams during thatperiod.
•Recognized for placing membersof the Interstate Assistance Team in newpositions following shut-down.
•Served as the onlyteam manager on-site for sixmonthsresponsible for training and managing up to 60 agents.
Platform Agent,National HelpLine
July 1997 to August 1998
Bank of America - Irving, TX

2. Handled an average of 80 calls daily from banking center associatesregarding policies and procedures.Trained 10
associates.
•Received 10 Customer Excellence Leadership Award (CELA) cards from clientsfor exceptional service level.
PersonalBanker
August 1990toJuly 1997
Banker of America - Oklahoma City, OK
Opened newaccounts, performed transactions, and processed loans.Served asthe Teller Manager and Banking Center
Manager when necessary.
•Earned ranking asthe third highest producer of loans sales in the Oklahoma Citymarketfor 1997.
•Took the initiative to become an expert on the teller system in order to train associates and take over other tasks as
needed.
•Played keyrole in newbanking center openings during bankacquisition in Oklahoma, Arkansas,and Kansasbytraining
managementand personnelin systems, policies, procedures, and products.
Education
BBA : Human Resources,1983
Eastern NewMexico University- Portales, NM, USA
Minor in Accounting
Affiliations
Member of NACM