Latrice Collins

VP, Contact Center Strategic Development at Velera

Strategic LeadershipPerformance ImprovementCareer BrandingLearning & DevelopmentContact Center OperationsDEIB Initiatives
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About

I'm Latrice Collins, currently serving as the VP of Contact Center Strategic Development at Velera. My career has been dedicated to the intersection of talent development and operational excellence, with a journey that spans leadership roles at Citi, Chase, and Wayfair. I am deeply passionate about 'The Career Brand Model'—a framework I developed to help individuals and organizations align their capabilities with business needs to drive measurable results. Whether I'm leading large-scale technology implementations or coaching executives, my focus is always on creating scalable infrastructure and transparent pathways for growth. I believe that meaningful development is the ultimate catalyst for change, and I'm always looking to connect with leaders who want to bridge the gap between employee potential and business requirements through high-impact performance strategies.

Networking

What I can offer

  • ›Executive coaching and keynote speaking
  • ›Performance improvement strategies
  • ›Scalable training infrastructure building
  • ›Career branding consulting

Looking for

  • ›Leaders looking to scale infrastructure
  • ›Organizations seeking to improve talent development systems
  • ›exploring mutual opportunities in contact center strategic development

Best fit for

Corporate executivesContact center leadersHR and Talent Development professionalsAspiring leaders seeking career branding

Current Interests

Career BrandingContact Center ExcellenceMeasurable Training OutcomesProfessional Empowerment (B.A.A.C.)

Background

Career

Progressed from HR and benefits administration to senior leadership roles in training and performance at Citi, Chase, and Wayfair, while maintaining a long-term presence as an executive coach and author.

Education

Executive MBA in Management, New York Institute of Technology (2005–2006); BS in Management, University of Illinois Chicago (1985–1991).

Achievements

  • ›Improved Day One Readiness at Citi from 9% to 89%, saving $7.5M annually.
  • ›Increased student pass rates from 10% to 67% at Chase via virtual monitoring.
  • ›Co-designed software that increased mortgage applications by 45,000 in three months.
  • ›Created 'The Career Brand Model' and 'Words Matter' programs.

Opinions

  • Meaningful development creates meaningful change.
  • Balancing rigid operational metrics with empathy and human connection is essential for retention.
  • Transparent pathways for growth are necessary for internal mobility.