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Monica Williams believes in taking risks and not playing it safe. Is there a better proof of that than her own journey, starting as a receptionist and moving her way up to being the company’s chief information officer? It probably doesn’t hurt that she loves and thrives in stressful environments. Read on to learn more about Monica, how two wheels help her unwind at the end of the day, and what is not optional when it comes to helping her get through even the hardest of days.
Name: Monica Williams
Job Title: Chief Information Officer
Company: ACSI/RDAC/ABSI
Length of time at current company: 25 years
Length of time in industry: 25 years
How did you get your start in the industry?
I entered the industry shortly after moving to Tennessee with my husband. I needed a job, and a friend mentioned an opening for a receptionist at ACSI. I got the position, and from there I committed myself to learning the business inside and out. I worked my way through nearly every department, gaining a deep understanding of the company and the industry. That hands-on experience has been essential to getting me where I am today.
What is your career highlight so far?
Becoming CIO has been the highlight of my career. I never set out to manage or lead a department — I enjoyed doing my job well without the added responsibility. But as I advanced, I realized leadership was exactly the challenge I needed. It pushed me to grow both personally and professionally. I love my team, and I’m grateful I stepped outside my comfort zone
When or how are you most productive?
I’m at my best when my plate is full. I thrive under pressure, and I enjoy change and fast-paced environments. Challenging situations and problem-solving energize me. When things slow down, I can get easily sidetracked, so I prefer to stay busy and engaged.
Which industry professional do you admire most?
There are many professionals I admire. I’ve taken inspiration from a wide range of people throughout my career, pulling different strengths and lessons from each of them.
What is one thing you do better than everyone else?
Problem-solving. I have a natural ability to quickly understand an issue and identify a solution. I also handle stress exceptionally well, which helps me stay calm, focused, and levelheaded when working through challenges.
What do you like most about this industry?
The constant change. It keeps me engaged, motivated, and focused. I enjoy environments that evolve quickly.
What is one thing you wish you could change about this industry?
I’ve never liked the stigma around our industry, it ignores how much it has changed. I believe collections should be rooted in empathy, clarity, and respect—and that’s exactly the direction we’re moving. We’re here to help people get back on track, not make their situation harder, and it’s time the perception caught up with the reality.
If you weren’t in this industry, what would you be doing?
I’ve always dreamed of owning a bakery, though I’m not sure that’s where I would have ended up. More realistically, I’d probably be working in the banking industry, which is where I was before entering this field.
Describe a typical work day.
I start my day with a workout before getting ready for work. Depending on whether I’m working remotely or going into the office, I typically begin between 6:30 and 8:30 a.m. If I’m heading in, I log in beforehand to check overnight processes and ensure nothing needs immediate attention. The first part of my day is spent on my core responsibilities; I then connect with my team and other departments to keep everything running smoothly. I usually have two to three meetings each day. I also make it a priority to carve out at least an hour to focus on future initiatives that will improve our company and processes.
What is your guilty pleasure?
I’m not sure I’d call it a guilty pleasure, but I love riding my motorcycle. It’s the perfect way to clear my head after a long day.
What is the best advice you have ever received?
You learn nothing by playing it safe. Trust yourself, trust your instincts, and take risks. You may lose sometimes, but you’ll learn far more from the losses than from the wins.
What are you currently reading?
I am currently reading “Good Morning Gorgeous” by Dale Smith Thomas.
What is one fact you’d like everyone in the industry to know about you?
If there’s one thing you should know about me, it’s this: seriousness is optional, laughter is not. I learned that when I was young, humor can brighten even the hardest days, and I carry that with me everywhere.
