Agency Management Resume
JANICE DAVIS
RUNNING CREEK DR.
ARLINGTON TX
EMAIL:
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 .
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 -PRESENT
Recoveries/Collections Associate (-Present)
Recovered in excess of $ million on defaulted accounts contacting - accounts per day.
&#; Strategized methods to negotiate full balance/settlements on inbound/outbound calls to + delinquent accounts using pipeline, credit bureau report and skip tracing technologies.
CAPITAL ONE, Irving, TX -
Debt Settlement Mediator (-)
Head department committed to working with debt settlement companies interfacing with multiple companies via phone and email. Average settlements - $,/month, ( 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 -% 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 for Exceeding Goals and Quality
Recoveries Account Manager (-)
Recovered in excess of $ million on defaulted accounts contacting - accounts per day.
&#; Strategized methods to negotiate full balance/settlements on inbound/outbound calls to + delinquent accounts using pipeline, credit bureau report and skip tracing technologies.
&#; Selected as Employee of the Month
Escalated Call Unit/Account Manager (-)
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
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 )
COMMUNITY SERVICE
Volunteer - Habitat for Humanity, Hanes Elementary School Tutor
Volunteer - Capital One Telethon, Capital One/NBC Tsunami Relief Telethon
KEY ACCOMPLISHMENTS
Initiated Excel tracking system to record collected dollars for existing and new business.
Maintained % Quality Assurance
Recipient - Employee of the Month for Performance and Quality
Site Morale Team Lead (Three Years)
Human Resources
