Michele Gass
Director - Collections Policy, Strategy, and Recovery Management
- Role
- Director - Collections Strategy at AT&T
- Location
- Greeneville, TN, US
- LinkedIn followers
- 500 followers
About Michele Gass
I am a result oriented strategic thinker and change agent with a proven history of exceeding expectations. Currently directing a team of strategists and project managers supporting collections policy, strategy, and recovery management. Our charter is to drive digital solutions that optimize receivables liquidation and deliver reductions in churn and bad debt while achieving superior customer outcomes. Experience includes start-up and day to day management of payment center and call center operations, as well as managing external partner relationships and recovery management. Other skills include recruiting, training, leadership development, human resources, labor relations, force management and operations.Specialties: Collections strategy, accounts receivable management, process efficiency, customer service, labor relations, project management
Experience
Director - Collections Strategy
Dec 2019 — Present · Johnson City, TN, US
Lead a team of strategists and project managers who design and execute strategic and policy initiatives and support Collections operations. Evaluate product level performance across multiple portfolios and drive efforts to optimize results. Establish and maintain strategic relationships for recovery management and regulatory compliance. Focus on strategic execution to liquidate or recover receivables expeditiously while insuring superior customer outcomes. Team emphasis is efficiency through digital, AI, and other innovative solutions to minimize churn and bad debt while maximizing cash and return on investment.
Education
Milligan College
BS, Business Administration
2005 — 2008
Milligan College
MBA, Business
2010 — 2011
Skills
- Customer Service
- Call Center
- Leadership
- Human Resources
- Customer Experience
- Team Management
- Operations Management
- Call Centers
- Management
- Vendor Management
- Ip
- Budgets
- Telecommunications
- Team Building
- Process Improvement
- Wireless
- Gsm
- Coaching
- Training
- Cross-Functional Team Leadership
- Strategy
- Customer Satisfaction
- Customer Retention
- Project Planning
- Start-Ups
- Outsourcing
- Performance Management
- Change Management
- Team Leadership
- Contact Centers
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