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Skills

  • Spreadsheet management
  • Skip tracing
  • Client needs assessment
  • Traditional filing
  • Claims and settlement processing
  • Administrative support
  • Coaching and team mentoring
  • Invoice generation
  • Document preparation
  • Debt resolutions

Work Experiences

  • Achieved a delinquency resolution rate of 30% by analyzing customer financials and developing bespoke repayment agreements.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Achieved a 66% reduction in negative customer interactions.
  • Kept my metric knowledge up to date by doing process improvement and cross-functional collaboration.
  • Developed a reputation for punctuality and hard work.
  • Worked with others to brainstorm new system possibilities.
  • Increased customer satisfaction by coming up with new ways to solve problems.
  • Achieved a 11% improvement in service efficiency.
  • Assisted in the creation of program procedures.
  • Achieved faster resolution times within 17 business days.

Summaries

  • With a collaborative approach and a focus on exceeding key performance targets, this results-driven collections team member excels.
  • Individual who is enthusiastic and capable of working in both a team and independently.
  • Strategic planning in framework settings and quality assurance in vendor management settings.
  • Strong technical skills and experience in vendor management.
  • Program in performance reporting with QuickBooks knowledge.
  • Research and relationship-building abilities are exceptional.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Expert in category with a strong aptitude for improved and implemented.
  • Default Resolution Specialist and team leader with 5 years of experience in framework settings.
  • Looking forward to taking on a new challenge with a successful team.

Accomplishments

  • Analyzed repayment behaviors and delivered actionable insights to senior management for strategic adjustments, decreasing default rates by 64%.
  • Utilized root cause analysis in resolving frequent defaults, identifying efficiencies and securing a 54% improvement in settlement outcomes.
  • Established a Default Resolution Audit Preparation program, achieving zero compliance issues during 2023 audit and ensuring adherence to all regulatory standards.
  • Partnered with financial analysts to conduct root cause analysis on defaulted loans, identifying actionable data that reduced repeat delinquencies by 50%.
  • Reduced department's loan default portfolio size by 65% through cross-functional collaboration between collections and IT departments.
  • Continually updated compliance documentation according to changing industry regulations, achieving a Scrum Master on regulatory adherence within 2018.
  • Redesigned delinquency outreach protocols, improving client communication efficiency and reducing the average duration of overdue accounts by 80%.
  • Developed portfolio performance reports tracking delinquency trends, assisting in management's decision-making processes and improving recovery by 60%.
  • Led efforts to recover defaulted loans totaling $2 by applying data-backed recovery strategies, reducing portfolio losses by 50%.
  • Served as the primary interface between legal teams, customers, and financial institutions to resolve overly complex delinquency cases, ensuring reconcilable outcomes.

Affiliations

  • Member, Association of Certified Fraud Examiners (ACFE) - Chapter Austin
  • Member, National Association of Credit Management (NACM)
  • Member, Credit Services Association (CSA)
  • Member, Receivables Management Association International (RMAI)
  • Alumni, Debt Resolution Certification Program, Class of 2020
  • Certified Bankruptcy Specialist through process
  • Certified Credit Risk Professional (CCRP) 2015
  • Member, Association of Credit and Collection Professionals (ACA International)
  • Certified Data Analyst, Asana Proficiency from Lakeside Partners
  • Affiliate, American Recovery Association (ARA)

Certifications

  • Advanced KPI and Business Intelligence Analytics Certification SAP, 2017
  • Certified Credit Risk Professional (CCRP) - Cedar Works, 2015
  • Fair Debt Collection Practices Act (FDCPA) Certification, Summit Group, 2024
  • Certified Consumer and Commercial Credit Professional (CCCCP), Meridian, 2021
  • Certified Credit and Collections Compliance Officer (CCCO) Harbor & Co., 2018
  • Conflict Resolution and Mediation Professional Certificate Workday, 2022
  • Customer Service and Conflict Resolution Certification Power BI, 2016
  • Certified Anti-Money Laundering Specialist (CAMS) – Northwind, 2022
  • CompTIA Security+
  • Certified Default Resolution Specialist (CDRS) by Beacon Labs, 2022

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