Objective Manage, train and develop my team. Interface with customers effectively.
Meet and exceed business expectations through utilization of my 17
years of credit management and training experience.
Experience 2009-present Bev Hart Consulting, Inc.
Atlanta, GA
Consultant - Credit Education, Agent Training and Risk Management (ultra
proprietary)
Develop and conduct comprehensive training to enhance client's training
staff
i.e. Train the Trainer
Conduct onsite education on bankruptcy and credit
Customer Contact and Retention Training
Due diligence quality assurance assignments for third party projects
Analyze loss rates and develop strategies conducive to client goals
Experience 1999-2009 1st Financial Bank USA
Dakota Dunes, SD
Operations Manager Credit Card Collection Division
Manage 65 agents, 6 Supervisors-recognized for average tenure of 37 months
Conduct training to enhance employee skills through soft skills training,
team and individual coaching, mentoring, leadership and personal
development
Manage administrative duties such as performance reviews, payroll, work
schedules, personnel records, incentive payout and daily cash budget
Utilize Microsoft Office products including PowerPoint and Publisher
Co-present all New Hire Collection Orientation
Recognized for development of 11 employees promoted to management
positions
Reduce loss rates by effectively decreasing flow through rates as much as
10%
Accountable for a controlled flow rate of an $85-$90mm monthly budget
Conduct applicant interviews and make offers of employment
Terminate employees when warranted
Professionally represent the Bank when communicating with all business
contacts; including customers, third party, agencies, employees and
vendors.
Expertise with FICO, FDCPA and Credit Reporting in general
Experience 1998-1999 1st Financial Bank USA
Dakota Dunes, SD
Training Supervisor Credit Card Collection Division
Conduct eight week New Hire Training Program
Achieved a 99% graduation completion average
Coordinate and implement internal training and education programs for
staff
Assist in the identification and assessment of interdepartmental training
needed
Collaborate with all department managers to maintain win-win relationships
Training, coaching and development of employees with regards to new
processes and quality standards and customer contact
Developed and implemented "Real Time Coaching Program" currently in use
Experience 1993-1998 NW Iowa Credit Bureau Sioux City, IA
Supervisor & Collection Representative
Counsel debtors to efficiently and effectively pay past due accounts
Utilize Credit Bureau Reports to assist in account management
Collect charged off accounts via telephone collections
Manage portfolio of accounts to meet monthly company goals
Prepare accounts for potential legal action (small claims court)
Develop and maintain professional working relationship with listing
clients to settle debtor/client disputes
Community 2008-present Board of Directors- Council on Sexual Assault & Domestic
Service Violence [pic]
and 2009-present Member Siouxland Chamber of Commerce
Membership Siouxland Blood Bank drive coordinator
s 1998-2008 United Way Campaign Assistant
2000-2006 Juvenile Diabetes Campaign Chairperson
References
Available upon request
Julie A. Schoenherr
32598 K22 Sioux City, IA 51108
hp: 712-***-**** email:abmrfw@r.postjobfree.com