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<pre>Array ( [var] => cut_url ) </pre> Resume for Judy H. for Customer Support / Client Care / Financial Services in Las Vegas, Nevada. Search More Resumes for Customer Support / Client Care on Resumark.com #YCZH493YZ
 

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Resume for Judy H. for Customer Support / Client Care / Financial Services in Las Vegas, Nevada




Occupation: Customer Support / Client Care Industry: Financial Services
Country: United States City: Las Vegas
State: Nevada ZIP: 89141



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Judy A H. Perugia Court Las Vegas, NV OPERATIONAL LEADERSHIP EXPERIENCE Over twenty five years experience in commercial and consumer operation roles with a consistent track record of developing people, improving performance and meeting goals, streamlining processes and creating new growth and income opportunities with a dedicated focus on customer service and value. Experienced in financial environments in leadership roles with handson expertise in all areas of commercial and consumer financial services including: Collections & Portfolio Management, Risk Management and Call Center Customer Service operations. INDIVIDUAL STRENGTHS: * High Energy * Forward thinking * Results driven * Passionate * Imaginative * Strong Communicator * Strong leadership skills and a positive role model * Change facilitator EXPERIENCE: Resource Management Services, Santa Fe Springs, CA August to August Auditor I was a field auditor for this small consulting firm. I performed operational audits of collection agencies and collection law firms on behalf of the financial institutions which had engaged our services. We reviewed contract compliance, FDCPA compliance, security, and disaster recovery along with collection activities and effectiveness, dialer campaigns, call monitoring etc. We also reviewed handling of client trust accounts and remittance processing. Data gathered from the audit is entered into a proprietary system OAAP. An executive summary and the actual audit report including the charts generated in OAAP are written up and audit results are reported to the client. I spent, on average, % of my time on the road. CitiCapital, Irvine, CA July , to July , Account Service Manager/Western Regional Portfolio Manager I was responsible for the resolution of all delinquency in the Western Region. I initially handled the actual collection of these accounts as there was no staff when I started. I then had two direct reports who handled calls for early stage delinquency as well as administrative functions. I reported on the portfolio to the home office in Irving, TX. Our portfolio consisted of loans for construction equipment and logging equipment, industries which were impacted by the economy early. I introduced the concepts of workout and restructuring to the senior staff and they were implemented. GE acquired CitiCapital in July and the sites have been closed down. Resource Management Services, Santa Fe Springs, CA June to March Auditor I performed operational audits for this small consulting firm. I traveled extensively and reviewed contract compliance, collection performance, skip tracing, account activation etc at collection agencies and collection law firms for the financial institutions which had engaged their services. We also reviewed the handling of the client trust account and remittance processing. Audits are customized according to the client so each audit is slightly different. I resigned when the company ran out of scheduled audits. Washington Mutual, Melbourne, FL September to March Recovery Manager Loss Mitigation I was Recovery Manager for Washington Mutual&;s call center in Melbourne, FL. I managed a group of associates who handled recovery, bankruptcy, probate and agency accounts both secured and unsecured. I held daily staff meetings in order to ensure that I was on top of all activities. I mentored and trained as necessary and handled all compliance audits personally. I managed the relationship with outside vendors i.e. collection agencies and law firms and assisted in the design of dialer strategy for my group. Recovery dollars quadrupled in $, in January to $. million in June and I received the Manager of Excellence award for that accomplishment. I was diligent in my pursuit of employee satisfaction and making Washington Mutual a "great place to work." I also interfaced with the foreclosure group and dealt with management to find appropriate outside counsel for their needs. GE Commercial Finance f/k/a GE Capital Vendor Financial Services, Danbury, CT June to September Manager Litigation and Compliance _____________________________________________________________________________ I managed litigation and compliance for this provider of mid market financial services equipment leases. I oversaw the handling of litigation accounts in all remote locations and spent significant time at those locations. I visited GECIS in Gurgon, India to review outsourced processes. I wrote a page manual on the litigation system and trained associated in the use of that system. I helped to standardize bankruptcy processes, handled the filing and maintenance of all required licenses and learned to create reports in Business Objects. I spent approximately % of my time training and mentoring the associates in the remote locations and developed reporting to track their performance down to the account level. Cavalry Portfolio Services February to June Litigation Specialist I had full responsibility for accounts subprime both secured and unsecured which were being handled by outside counsel. I monitored the activities of the attorneys, negotiated settlements as appropriate and appeared as a witness when necessary. Cavalry is a purchaser of distressed debt so knowledge of law, statutes, bankruptcy and the management of outside vendors is vital. Minolta February to February Credit Manager I managed credit approval and collections for copier and fax machine rentals. I handled these duties for both the Los Angeles branch in Commerce, CA and the San Fernando Valley branch in Tarzana, CA. All new deals had to pass through me. I collected on all delinquent accounts. I credit approved all new business and dealt with the sales staff on any problematic deals. Capital Project Planning October through February Principal I spent time working for this family owned business for a brief time. Although I was a principal of the company I performed primarily administrative duties and ensured that employees were paid timely through an outside accounting vendor whose services we were utilizing. I performed other miscellaneous duties as required. GE Capital/Vendor Financial Services December through June Senior Regional Litigation Specialist/Manager, Litigation, Recovery and Bankruptcy For the first six years of my employment with GE I was a litigation specialist responsible for a portfolio of commercial equipment leases. My negotiation skills and ability to manage outside vendors law firms earned me recognition and I was named employee of the month on various occasions. I was given sole responsibility or a fraud case involving fraudulent vendors and fraudulent lessees. The company&;s initial loss was $. million. I was able to recover approximately $. million of that loss. I excelled as a witness in court proceedings, learned everything I needed to know about the law and managed a group of attorneys in several states, all of whom were working on the fraud. I had a "command performance" with the FBI in Los Angeles and developed a highly successful working relationship with the bureau. I had sole responsibility for a portfolio totaling approximately $ million and had the highest recovery rates in the company. When the Phar Mor bankruptcy was filed I was also given responsibility for its handling. EDUCATION Mt San Antonio College, Walnut, CA Journalism El Camino College, El Camino, CA Business Vocational GE Capital Leasing and the Law, Negotiations, Bankruptcy, Asset Management, Lease Restructuring, Credit, Six Sigma Washington Mutual Operational Excellence, Analyzing Bank Performance given by the American Bankers Association References supplied on request

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