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Overland Park, Kansas
An ambitious, dedicated,
and proactive professional with a strong background that includes:
negotiating, problem solving, innovating and confident decision making;
with successful experience in credit
management, collections, fraud prevention,
and staff supervision.
Over years experience
with consumer/commercial collections. Collections experience includes
collecting, skip tracing, and charging off all types of accounts ranging
from personal card products, commercial card products and fraud accounts.
Unitized ACS, Davox
systems to control both inbound and outbound calls. Utilized staffing
program to ensure each minute period of day was staffed to exceed
department Service level agreement.
Ensured budget goals
where met by keeping department operating at utmost efficiency.
phone calls with Witness system along with monitoring live calls.
Ensured all customer issues where resolved in a timely manner.
Strong written and
oral communication skills. Wrote team procedure manual, led meetings.
Posses a solid base
of knowledge and experience upon which to draw that assists in developing
new strategies and policies.
reporting to team and upper management to show all areas of team functions.
orientated, always looking for better ways to improve both productivity
and efficiency. Work with other areas of department to learn and
share best practices.
Strong ability to
work with both internal and external organization to achieve results.
Strong problem solving
skills. Work hand in hand with staff on an ongoing basis to resolve
issues and look for efficiencies.
to lead and work projects.
Manage credit limits
while controlling risks. Balance sales needs while meeting credit
are collected in a timely manner. Current DSO at . days.
service to help increase sales.
Work with both external
and internal customers on an ongoing basis.
Manage group of
global initiatives, ensure department meets objectives.
Work all k plus
accounts, along with Distributor and Agency accounts.
Review all financials
for department and ensure financials are updated on an annual basis.
calls and provide necessary feedback to associates.
Ensure new marketing/sales
promotions meet credit requirements.
and procedures are followed in accordance with SOX guidelines.
Kansas City, Missouri
budget to come in $, under budget.
Created new fraud
work process that resulted in department becoming % more efficient.
preventing and limiting debit, credit and commercial card losses to
Managed a multi
site of fraud investigators.
Acted in a work
force capacity to manage work between sites to create optimum efficiency.
to focus on key metrics.
Developed an incentive
program for Team members permitting increased spending with minimal
additional Credit Losses. This resulted in $,, in additional
annual spending on newly underwritten accounts.
Acquired and enhanced
an online fax system and managed all incoming and outgoing faxes on
a daily basis resulting in annual operating expense save of $,
and a reduction of . associates.
statements and customer payment history to determine Credit worthiness
to drive spends.
Identify and acquire
Cardholder financial documents required for the underwriting approval
decision to authorize additional spending by the applicant.
Developed a database
to track underwriting results for Department to create competition between
individuals and teams. This drove up the underwriting for Department
in excess of $,, per month.
Led a team of
calls and accounts on a daily basis to ensure associates execute training
disciplines that exceed productivity standards while Customer satisfaction
goals are exceeded.
Developed and delivered
training to department.
Work with other
Departments such as Fraud, Customer Service to help exceed customer
Worked with internal
audit group to ensure department met all areas of the SarbanesOxley
Worked with analysts
and risk partners to identify fraud rings resulting in reduced Fraud
losses in excess of $,, annually to American Express.
to determine potential fraud and prevent future losses. These
detailed account/purchase reviews resulted % reduction in the American
Express Fraud loss rate.
Led effort with
Fast Data/First Pursuit Verification Company to renew contract and meet
company objectives. This resulted in a yearly save of $, and
a higher success rate with skip tracing searches for locating card members.
Managed Fraud system
rules to correctly utilize thus maximizing Fraud prevention.
Created macros to
reduce work efforts and increase efficiency which resulted in higher
contact rate while preventing future loss.
Created new procedures
along with training for department.
in the Credit Administration group by % with a net savings of $,.
Proposed and implemented
Right Fax system enhancements for the Credit Administration group that
resulted in an $, in annual savings. This affected the entire
Department and drove positive bank process feedback from customers.
Created system rules
to reduce unnecessary work efforts through both automation and elimination
of work resulting in an $, annual savings.
along with process and procedures.
with Affiliated Computer Systems ACS vendor to outsource work for
clerical department to meet budget targets.
requirements year over year.
calls for all team associates while proving coaching to analysts to
prevent future escalation calls.
Was an “On the
Job Trainer” for new associates and taught Account Security training
for the Customer Service department. Drove new employee production
while also maintaining a zero attrition rate.
Worked all accounts
for collections, customer service and credit.
Masters, Organizational Management
University of Phoenix
Phoenix, AZ B.A, Communications
Arizona State University
A.A., Business Administration
Johnson County Community College
Overland Park, KS
skills include: Right Fax, Microsoft office programs: Microsoft Word,
Microsoft Excel, Microsoft PowerPoint, Microsoft Access and Microsoft