HIGHLIGHTS OF QUALIFICATIONS

Excellent written and verbal communication skills

• Detail oriented, organized, and skilled at setting priorities
• Naturally creative, looks at whole picture from beginning to end
• Self-motivated and confident in decision-making
• Remains focused and persistent to meet deadlines set
• Experienced in training, coaching, supervising, and mentoring others
• Have a strong customer service focus

WORK EXPERIENCE

Confidential

• Responsible for Root Cause Analysis of Member Experience Escalations to determine not only root cause but, areas for improvement so that type of escalation will not be repeated.
• Coordinate escalation resolution between numerous Business Units and departments.
• Report resolution of escalation to all interested parties up to and including executive management.
• Coordination and management of member focused and process improvement projects being rolled out to an entire Businees Units or Divisions
• OBU SPOC for Layaway, Marketplace, Vendor Direct and International.
• Adheres to the core values and principles of SHC
• Prepare weekly/monthly reports for Marketplace offline expense, International/PR performance and Parts Direct chat charge out.
• Construct, test and complete member recoveries including email campaigns, compensations, such as gift cards and SYW points, and offline management.
• Coordinate customer recoveries with MSO including phone contact and offline processing
• Part of numerous projects: OBU Curriculum Revision for the MSO, 4D 50429 - Ability to cancel sales checks, 4D-60093 Reduce Systemic Out of Stock Cancellations for SPU/ISPU, 4D-60559 Layaway Payment Backend Improvements and Online Return in 5, Null/Void/Stuck Order reporting, Transactional Email Review/Revision, and VD/MP Process Improvement MSO .

Confidential

• Responsible for the performance of up to 17 direct reports, department of 30, and center of 300 team members
• Responsible for day-to-day application of policies and procedures
• Monitor call quality, productivity, and performance.
• Continually developing team members to enhance their career opportunities
• Foster a team centric culture among associates and managers
• Measure and administer employee performance reviews and annual reviews according to established standards within Sears Holdings Corp.
• Resolve escalated accounts to customers' satisfaction within Sears policy to foster a Win-Win
• Proficient with MS Word, MS Excel, MS Outlook , MS Power Point, Internet Explorer, Firefox, Chrome, and other related systems within Sears
• Review and recommend operational improvements Blue Ribbon and Tucson calibration calls

• Guide direct reports how to resolve problems on their own if with in their delegated authority

• Assist in the hiring and termination process of direct reports
• Proactive with information to ensure company preparedness for any situation

• Lead and assist on special projects Ciboodle to ensure completion by set deadlines
• Lead and assist on deployment of new systems and processes Gate 255 phone skill for OS Offline
• Mentor recently promoted peers on operations, procedures and policies

Confidential

• Responsible for accounts receivable totaling five million
• Proficient with Megasys, MS Word, MS Excel, MS Outlook , MS Excel, MS Power Point, Internet Explorer, Fast Data, Accurint, Pacer, and Work Number
• Assist in the hiring process of temps and employees
• Responsible for day-to-day application of policies and procedures
• Plan and direct daily work flow
• Review and critique accounts daily to ensure compliance with government regulations
• Coordinate work activities to achieve the expected delinquency goals and requirements
• Skiptrace accounts with limited or no contact information in effort to resolve delinquency issues
• Review and assign accounts out for repo following all company and government guidelines
• Conduct field chases as needed in effort to resolve delinquency issues
• Process bankruptcy accounts in effort to get re-affirmation of debt

Confidential

• Proficient with Unisys, YOM, Hyperion, APH, Supreme, Davox, MS Word, MS Outlook , MS Excel, MS Power Point, MS Access, Internet Explorer and Accurint
• Responsible for dialer operations including call table set-up, meeting saturation goals, efficiency, and data reporting
• Responsible for the day-to-day operations of a team of up to 12 direct reports.
• Plan, direct, supervise and evaluate work flow daily.
• Coordinate work activities to achieve the volume expected to meet operational requirements.
• Recommend operational improvements.
• Responsible for day-to-day application of policies and procedures.
• Monitor performance of direct reports including improving employee productivity
• Measure and administer employee performance reviews according to established standards within Well Fargo vision and values.
• Review problem accounts to resolution and customer satisfaction.
• Train direct reports how to resolve problems on their own if with in their delegated authority
• Assisted in the hiring and termination process of direct reports and leads
• Review and critique accounts daily to ensure compliance with WFF and government regulations

• Responsible for resolution of accounts including processing probate, bankruptcy, legal and dispute accounts.
• Ensure timely follow-up on all accounts
• Being proactive with information to my direct manager to ensure company preparedness for any situation

• Took on special projects in other departments in effort to help them out and get valuable cross-training experience
• Consistently score high marks on file audits looking for quality and compliance

Confidential

• Trained, directed and assisted new credit manager in their duties
• Collected accounts receivable for thirteen stores
• Reviewed and assisted in re-written credit policy, collection policy, application process
• Assisted in research of credit histories on prospective clients
• Consulted in decision making process in regards to liens, garnishments and suits
• Collected credit history information through network of contacts from NACM

• Confidential
• Responsible for up to seven million in receivables
• Oversaw account list of up to 5,000 customer accounts
• Wrote and instituted all credit, collection, and application policies and procedures
• Frequent user of Dun and Bradstreet, Experian, and Trans Union credit reports
• Past President of NACM Heartland Construction Group
• Past member of NACM Heartland Board of Directors
• Resolved all collection issues up through, and including, small claims, garnishment and liens

Confidential

• Performed repossession, garnishment and liens against delinquent accounts
• Collected past due loans though calls, letters, and face to face contact using customer service whenever possible to resolve the account
• Wrote home mortgages and closed them in accordance with all state and federal laws
• Wrote home equity loans including administering on site appraisals
• Wrote sales finance contracts by way of dealer recommendation
• Wrote auto loans including appraisal of collateral and levying liens
• Wrote personal loans by evaluation of creditworthiness
• Developed new loan origination through cold calling, referrals, and re-finance

Confidential

• Responsible for up to five million in client receivables
• Responsible for the day-to-day operations of a team of 12 direct reports.
• Plan, directs, supervise and evaluate work flow daily.
• Coordinates work activities to achieve the volume expected to meet operational requirements.
• Recommends operational improvements.
• Responsible for day-to-day application of policies and procedures.
• Monitors performance of direct reports according to established standards and conduct performance evaluations.
• Review problem accounts to resolution
• Assisted in the hiring and termination process of direct reports and leads
• Review and critique accounts daily to ensure compliance with government regulations
• Developed continuing training programs for current employees
• Consistently met and exceeded set budgetary goals and requirements