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Skills

  • Relationship development
  • Supervision
  • Customer engagement techniques
  • Payment plan creation
  • FDCPA compliance
  • Team Leadership
  • Dispute resolution
  • Team management
  • Budgets
  • Best practices dissemination

Work Experiences

  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Successfully closed an average of 12 loans every month.
  • Collaborated with cross-functional departments to streamline the collections process, reducing overall cycle time by 8 days.
  • Went over 10 financial statements in 18 months and reviewed them.
  • Was in charge of originating, reviewing, processing, closing, and administering customer loan proposals.
  • Achieved a 2% increase in voluntary payments.
  • Acted as the primary point of contact for large corporate clients with payment delays, ensuring resolution of disputes within 12 days.
  • Collaborated across departments.
  • Advised clients about financial solutions and provided alternatives to prevent further delinquency, decreasing repeat calls by 44%.

Summaries

  • Within Miscellaneous, senior Consumer Collector and outstanding performer in client relations and project management.
  • Achieved a 21% reduction in delinquency rates.
  • Achieved a 18% improvement.
  • Achieved results over a one year.
  • Consumer Collector with extensive experience in banking regulations and procedures.
  • Collaborated with legal teams.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 43% increase in individual collection rates.
  • Clear understanding of vendor management and strategic planning as well as data analysis training.
  • Achieved a 52% resolution rate.

Accomplishments

  • Contributed to a 41% reduction in collections processing errors by refining data input and validation procedures.
  • Collaborated with various financial institutions to address outstanding balances, reducing aged receivables by 82%.
  • Improved account resolution times by 58% through the prioritization of high-risk accounts and streamlining the follow-up process.
  • Increased recovery rates by 43% through strategic assessment of customer financial behavior and tailored repayment plans.
  • Developed a comprehensive training manual on key collections strategies, which reduced new hire onboarding time by 60%.
  • Led initiatives to improve voluntary payment rates, resulting in a 49% increase in customer compliance with payment plans over two years.
  • Consistently managed workload balance for a 18-person team, tracking recovery metrics to ensure all targets were met or exceeded.
  • Maintained 100% FDCPA compliance across all communications, reducing legal risk while improving customer relationships.
  • Boosted team productivity by implementing key performance indicators (KPIs) that ensured a 65% improvement in tracking and recovery efforts.
  • Successfully negotiated settlements on high-balance accounts, resulting in 8 milestone accounts resolved within several months.

Affiliations

  • International Council of Nurses
  • Project Management Institute
  • Lions Club
  • Credit and Collections Executive Leadership Association
  • Freemason
  • National Society for Executive Collection (NSEC)
  • Member of the Industry Research Association for Debt Settlement 2017
  • Collaboration with Industry Experts: Member of 2016 Credit Symposium
  • Jaycees
  • Society of Women Engineers

Certifications

  • SHRM Certified Professional (SHRM-CP)
  • CFPB Consumer Finance Compliance Certification - 2015
  • Certified Business Analysis Professional (CBAP)
  • Data Protection and Privacy Compliance Certification for Consumer Collectors - Meridian
  • ServSafe
  • Certified Legal Collections Specialist (CLCS) – Beacon Labs
  • Certified Delinquency Management Professional (CDMP) - Summit Group
  • Certified Skip Tracing Specialist (CSTS) - Beacon Labs
  • Certified Professional in Delinquency Reduction Strategies - Summit Group
  • Certified Credit and Collections Bank Specialist (CCCBS) - 2022

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