Agency Management

Posted on: 2007-06-24

JANICE DAVIS 815 RUNNING CREEK DR. ARLINGTON TX 76001 817-907-7598 EMAIL: [email protected] SUMMARY Department Team Lead with direct responsibility for set-up of debt-settlement department procedures, processes and criteria used for performance measurement and management. Excellent mediation skills and ability to multi-task in fast-paced environment. Partner with cross-functional teams to build strong customer relationships focused on customer retention. Highly adaptive to change environments. Strong understanding of FDCPA guidelines and impact on corporate liability. Consistently exceeded department goals and objectives. Currently pursuing Business degree scheduled for completion winter 2006. TECHNICAL SKILLS  MS Word  MS Excel  MS PowerPoint  MS Outlook  SeeDocs  Aspect/Meridian Phones  ROCI  Credit Browser  Unisys  Amdahl  RECAP  COLD, CHIA  Direct Debit  FastData  Odyssey PROFESSIONAL EXPERIENCE WASHINGTON MUTUAL, ARLINGTON, TX 2005-PRESENT Recoveries/Collections Associate (2005-Present) Recovered in excess of $3 million on defaulted accounts contacting 150-250 accounts per day.  Strategized methods to negotiate full balance/settlements on inbound/outbound calls to 180+ delinquent accounts using pipeline, credit bureau report and skip tracing technologies. CAPITAL ONE, Irving, TX 2000-2005 Debt Settlement Mediator (2004-2005) Head department committed to working with debt settlement companies interfacing with multiple companies via phone and email. Average 2004 settlements - $500,000/month, (250 accounts/day).  Utilize pipeline (Excel-based) to track recovered dollars from by company allowing forecasting and development of month-end strategies.  Work as liaison between customer and third party settlement agencies creating settlement strategies covering daily, monthly and specialty offerings of anywhere from 40-60% settlement against balance due.  Develop job specific quality form based on in-depth job experience and expertise; used by management to measure quality performance.  Recipient of Employee of the Month July 2004 for Exceeding Goals and Quality Recoveries Account Manager (2001-2004) Recovered in excess of $3 million on defaulted accounts contacting 150-250 accounts per day.  Strategized methods to negotiate full balance/settlements on inbound/outbound calls to 180+ delinquent accounts using pipeline, credit bureau report and skip tracing technologies.  Selected as Employee of the Month Escalated Call Unit/Account Manager (2000-2001) Worked with hardship-case customers. Calmed and diffused irate customers.  Recognized by management for ability to build rapport and negotiate solutions for business and customers resulting in promotion MEDIQPRN, Arlington, TX 1998-2000 Customer Service Representative Tested and maintained life support equipment for patient readiness. Delivered life support equipment to multiple Texas hospitals. EDUCATION Bachelors, Business Administration, University of Phoenix, Irving TX (Expected completion: Winter 2006) COMMUNITY SERVICE Volunteer - Habitat for Humanity, Hanes Elementary School Tutor Volunteer - Capital One 911 Telethon, Capital One/NBC Tsunami Relief Telethon KEY ACCOMPLISHMENTS Initiated Excel tracking system to record collected dollars for existing and new business. Maintained 100% Quality Assurance Recipient - Employee of the Month for Performance and Quality Site Morale Team Lead (Three Years) Human Resources