DESIREE L. BROOKS

*** ********* **. ***** ********, GA 30088 404-***-**** acqnag@r.postjobfree.com

CUSTOMER SUPERVISOR COLLECTOR

QUALIFICATIONS PROFILE

Highly self-motivated and results-driven professional with more than 18 years of experience with the last 10 years providing high-performance customer service, account management, debt management, and collection services in monetizing delinquent debtor accounts. Detail-oriented, analytical and methodical with critical thinking to resolve people-centric work issues even under stressful work conditions. Flexible and adaptable with quick learning abilities to reach high productivity levels in fast-paced work environments. Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results with or without supervision. Strong people management and interpersonal communication skills that build customer confidence while forging teamwork with colleagues across diverse ethnicities.

KEY EXPERTISE

• Customer Service Management

• Multiple Account Management

• Customer Relationship Management

• Service Quality Management

• Call Center Operations

• Fiscal & Budget Administration

• Wealth & Asset Management

• Multiple Concurrent Case Management

• Credit & Financial Rehabilitation

• Financial Risk Management

• Debt Management

• Collections & Account Receivables Management

• Policies & Regulatory Compliance (i.e. OSHA, GAAP & Sarbanes-Oxley)

• Staff Supervision & Training

• Records & Document Management

• Lexis, Nexis, Powerfinder, Google, and Crimetime Applications

• MS Office (Word, Excel, Outlook, & PowerPoint)

• Email/Webmail, Web Research, Social Networking, & Online Collaborative Computing

PROFESSIONAL EXPERIENCE

FINANCIAL ASSET MANAGEMENT SYSTEMS ATLANTA, GA

Rehabilitation Specialist / Collector Feb 2006 – April 2015

Educate borrowers on the guidelines and procedures on the Rehabilitation Program on DOE defaulted student loans. Contact delinquent borrowers and negotiate in updating their accounts. Calculate acceptable due dates to ensure borrower’ continued participation in the rehab program. Ensure compliance with FDCPA guidelines including state and federal laws. Skip trace accounts via Lexis, Nexis, Powerfinder, Google, and Crimetime to locate and contact delinquents. Verify and update debtor profiles. Use JD/BP/Titanium systems to manage defaulted student loan accounts while maintain high customer relations.

• Manage multiple concurrent accounts handling 80 - 125 outbound and inbound calls per day.

• Manage an inventory of $5M with a fallout rate of 2.62% falling into 4th place out of 10 employees.

• Satisfied 20% of monthly goals for accounted converted to the next level of rehabilitation.

Collector Jun 2005 – Feb 2006

Collected on defaulted DOE student loans. Worked on a monthly quota of $260T with inventory balances of $100 - $30T. Handled 80 – 125 outbound and inbound calls. Educated debtors on loan agreements. Followed FDCPA guidelines including state and federal laws. Conducted skip trace of accounts and contacted delinquents. Verified and updated debtor profiles.

TITAN CORPORATION FAIRFAX, VA

DRM Task Supervisor Mar 2000 – Sep 2004

Supervised 10 contracted department employees for the U.S. Bureau of Statistics, call center operations, enforcement of policies, procedures development, and implementation of training materials. Collaborated with Task Manger, BLS Director, and supervisors to improve productivity Current Employment Statistics Reports. Handled large caseloads of sensitive clients efficiently. Trained staff and completed paperwork for employees and new hires.

• Processed documents and implemented new procedures for Training Workshops.

• Authored and administered periodic performance evaluations and recommended staff promotions as applicable.

• Performed timely and accurate reviews and approval of weekly timesheets.

DESIREE L. BROOKS

HEMINGWAY RD. STONE MOUNTAIN, GA 30088 404-***-**** acqnag@r.postjobfree.com

PROFESSIONAL EXPERIENCE (CONTINUED)

COMPUTER BASED SYSTEMS, INC. FAIRFAX, VA

Senior Call Technician Jul 1998 – Feb 2000

Conducted computer-assisted telephone interviews and data collection. Used interpersonal communication skills to persuade corporate accounts to participate in the Current Employment Statistical Report. Served as liaison between management and team leaders. Trained staff in conducting interviews.

IPCO SAFETY, INC. DULUTH, GA

Account Manager Oct 1997 – Jun 1998

Marketed and sold safety products using high knowledge of personal protection products. Ensured OSHA and FDA compliance. Maintained new account quotas and expanded sales to Puerto Rico.

EDUCATION & CREDENTIALS

SAN DIEGO STATE UNIVERSITY San Diego, CA (1983)

B.A. in Business Administration

Professional Training & Certifications

• Training of Trainers Workshop (Aug 2001)

• Frontline Leadership (Mar 2001)

• Advance Sale Training (1990 – 1991)

• 6C Security Clearance and Minnesota License to handle MN accounts

Awards & Recognition

• Most New Accounts, IPCO Safety, Inc

Professional Affiliations

• Member: Pitney Bowes 100% Achievers Club

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